Analyze conversations using Custom Highlights

Overview

Custom Highlights functions in a similar way as the Smart Highlights feature. A highlightcontains key words or phrases that Insights recognizes as being important to determining the user's intent. If highlights are present, they are labeled in the returned transcript. Smart Highlights automatically detects highlights based on a range of pre-set scenarios, while Custom Highlights lets you specify custom criteria that should be recognized as highlights.

A custom highlight can be made up of one or more phrase match rule groups. A phrase match rule group contains one or more rules. You can use the following parameters to customize the behavior of your rules.

Rules to determine a match

You can specify whether a highlight should be detected if only one of the rule groups resolves to true , or if all of the rule groups resolve to true . Similarly, you can specify that a rule group should resolve to true if only one of its rules is met, or if conditions for all rules in the rule group must be met.

Create a custom highlight using the console

Permissions required for this task

To perform this task, you must have the following permissions :

contactcenterinsights.phraseMatchers.create

Navigate to the Insights console .
If prompted, sign in using your Google Account.
Enter your project ID.
Select Conversation Highlights from the navigation menu on the left and go to the Custom Highlights tab.
Click Add New , then type in the highlight name and the key words to be detected.

The configuration in the console assumes the following:

There are at most two phrase match rule groups in the highlight and ALL_OF logic is applied at highlight level.
One of the phrase match rule groups must contain positive conditions and default to ANY_OF logic (represented by Keywords to match ). You can add a second phrase match rule group that only contains negative conditions and defaults to ALL_OF logic (represented by Keywords to exclude ).
Keywords are case insensitive.

Analyze a Insights conversation

After a custom highlight is created, you can use it to analyze your conversations. See the how-to section to learn how to analyze a conversation .

When an analysis has completed, you can view your custom highlights annotations in the Annotations panel along with other types of annotations in each conversation.

In the Custom Highlights tab, you can also find a chart and a table that display the number of each highlight present in the analyzed conversations for different time windows.