Filtering

You can filter conversations based on information gleaned directly from their characteristics or from attributes of operations that those conversations have been through.

Conversation filters

Conversations can be filtered on one or more of the characteristics in the following table. These filters are useful for narrowing down a search among large conversation data sets. The "Filtering" section of the List Conversations page lists the permissions you need to apply the following filters.

Filter term Description Reference code
Agent ID String for a unique agent

agent_id="some agent_id"

quality_metadata.agent_info.agent_id:"some agent_id"
Agent team String for an agent team

agent_team="some agent_team"

quality_metadata.agent_info.teams:"some agent_team"
Agent type Human or automated agent

quality_metadata.agent_info.agent_type:"HUMAN_AGENT"

quality_metadata.agent_info.agent_type="AUTOMATED_AGENT"
Analysis create time Time when the analysis was created latest_analysis.create_time>"2023-12-31T16:00:10-08:00"
Analysis status Whether the conversation has been analyzed

Has been analyzed: latest_analysis:"*"

Has not been analyzed: -latest_analysis:"*"
Conversation channel Medium of the conversation: PHONE_CALL or CHAT medium="PHONE_CALL"
Conversation create time Time when the conversation was imported into Insights

create_time>"1969-12-31T16:00:10-08:00"

create_time<="1969-12-31T16:00:20-08:00"
Conversation label Label or tag assigned to a conversation

labels:"key_only"

labels.key_1:"value_1"
Conversation start time Time at which the conversation began

start_time>"1969-12-31T16:00:10-08:00"

start_time>"1969-12-31T16:00:20-08:00"
Conversation update time Time when the conversation was last updated

update_time>"1969-12-31T16:00:10-08:00"

update_time<="1969-12-31T16:00:20-08:00"
CSAT score Customer satisfaction score

quality_metadata.customer_satisfaction_rating>"1"

quality_metadata.customer_satisfaction_rating<"5"
Custom highlight (also called Phrase matchers) Custom highlights to help flag certain phrases

latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"add_one_positive_custom_highlight"

latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"multiple positive custom highlights"

-latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"one_negative_custom_highlight"

-latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"multiple negative custom highlights"
Data source Source of the conversation: Cloud Storage or Dialogflow

data_source.gcs_source: "*"

data_source.dialogflow_source: "*"
Dialogflow conversation Conversation that took place through Dialogflow, using a virtual agent data_source.dialogflow_source.dialogflow_conversation="projects/123456789/locations/us-central1/conversations/some_dialogflow_conversation"
Dialogflow conversation profile ID String for a unique Dialogflow conversation profile dialogflow_conversation_profile_id="some_dialogflow_conversation_profile_id"
Duration Length of time conversation lasted duration<="20s"
Language Spoken or typed language used in the conversation with language code in BCP-47 format and supported prefixes language_code: "some_language_code"
Latest analysis create time Time at which the latest analysis was created

latest_analysis.create_time>"1969-12-31T16:00:10-08:00"

latest_analysis.create_time<$eq;"1969-12-31T16:00:20-08:00"
Latest summary Match a portion of the most recent summary

latest_summary.text:"phrase to match"

latest_summary.text:"and another"

-latest_summary.text:"exclude this"
Sentiment score Average user sentiment score for the conversation

latest_analysis.analysis_result.call_analysis_metadata.sentiments.sentiment_data.score>"0.1"

latest_analysis.analysis_result.call_analysis_metadata.sentiments.sentiment_data.score<"0.2"
Silence duration Length of the silence time the conversation has

latest_analysis.analysis_result.call_analysis_metadata.silence.silence_duration>"10s"

latest_analysis.analysis_result.call_analysis_metadata.silence.silence_duration<$eq;"20s"
Smart highlight Smart highlights to help flag certain phrases.

latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"one_positive_smart_highlight"

latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"multiple positive smart highlights"

-latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"one_negative_smart_highlight"

-latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"multiple negative smart highlights"
Summary status Whether a summary has been generated

Has a summary: latest_summary:"*"

No summary: -latest_summary:"*"
Topic (also called Issue) Topic or issue identified by Topic Modeling

latest_analysis.analysis_result.issues.issue="projects/123456789/locations/us-central1/issueModels/test_model/issues/issue_foo"

latest_analysis.analysis_result.issue_model_id="projects/123456789/locations/us-central1/issueModels/test_model"
Transcript Match text of the conversation

transcript.transcript_segments.text:"one_positive_term"

transcript.transcript_segments.text:"multiple positive terms"

-transcript.transcript_segments.text:"one_negative_term"

-transcript.transcript_segments.text:"multiple negative terms"
Turn count Number of conversation turns

turn_count>"10"

turn_count<="20"

Operation filters

You can also filter conversations based on the information available from operations that have been performed on them. You can filter a conversation dataset based on the following operation attributes.

Filter term Description Reference code
Create time Time at which the operation was created

metadata.create_time>"1969-12-31T16:00:10-08:00"

metadata.create_time<="1969-12-31T16:00:20-08:00"
Conversation ID String for a specific conversation metadata.conversation_id="some_conversation_id"
Done Final status of an operation

Completed: done="true"

Not completed: done="false"
Operation Type Type of operation performed on the dataset

Operation type is: metadata.operation_type="BulkAnalyzeConversations"

Operation type is not: metadata.operation_type!="BulkAnalyzeConversations"
Status Detailed status of the operation

Completed successfully: status_code="0"

Failed but not aborted: status_code!="ABORTED"

To view the errors from running a bulk operation, you must use a curl command.

  • Bulk analyze operations: 
    curl -X GET \
 -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
 -H "Content-Type: application/json; charset=utf-8" "https://contactcenterinsights.googleapis.com/v1/projects/$PROJECT/locations/$LOCATION/operations?filter=metadata.operation_type=\"BulkAnalyzeConversations\"&page_size=10"
  • Bulk ingest operations (transcript or audio): 
    curl -X GET \
 -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
 -H "Content-Type: application/json; charset=utf-8"  "https://contactcenterinsights.googleapis.com/v1/projects/$PROJECT/locations/$LOCATION/operations?filter=metadata.operation_type=\"IngestConversations\"&page_size=10"