Analysis

{

  // Union field metadata can be only one of the following:
  "callAnalysisMetadata": {
    object (CallAnalysisMetadata)
  }
  // End of list of possible types for union field metadata.
}

object (CallAnalysisMetadata)

Call-specific metadata created by the analysis.

{
  "annotations": [
    {
      object (CallAnnotation)
    }
  ],
  "entities": {
    string: {
      object (Entity)
    },
    ...
  },
  "sentiments": [
    {
      object (ConversationLevelSentiment)
    }
  ],
  "silence": {
    object (ConversationLevelSilence)
  },
  "intents": {
    string: {
      object (Intent)
    },
    ...
  },
  "phraseMatchers": {
    string: {
      object (PhraseMatchData)
    },
    ...
  },
  "issueModelResult": {
    object (IssueModelResult)
  },
  "semanticMatchMetadata": {
    object (SemanticMatchMetadata)
  },
  "qaScorecardResults": [
    {
      object (QaScorecardResult)
    }
  ]
}

object (CallAnnotation)

A list of call annotations that apply to this call.

map (key: string, value: object (Entity))

All the entities in the call.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.

object (ConversationLevelSentiment)

Overall conversation-level sentiment for each channel of the call.

object (ConversationLevelSilence)

Overall conversation-level silence during the call.

map (key: string, value: object (Intent))

All the matched intents in the call.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.

map (key: string, value: object (PhraseMatchData))

All the matched phrase matchers in the call.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.

object (IssueModelResult)

Overall conversation-level issue modeling result.

object (SemanticMatchMetadata)

Metadata used in the semantic match.

object (QaScorecardResult)

Results of scoring QaScorecards.

{
  "channelTag": integer,
  "annotationStartBoundary": {
    object (AnnotationBoundary)
  },
  "annotationEndBoundary": {
    object (AnnotationBoundary)
  },

  // Union field data can be only one of the following:
  "interruptionData": {
    object (InterruptionData)
  },
  "sentimentData": {
    object (SentimentData)
  },
  "silenceData": {
    object (SilenceData)
  },
  "holdData": {
    object (HoldData)
  },
  "entityMentionData": {
    object (EntityMentionData)
  },
  "intentMatchData": {
    object (IntentMatchData)
  },
  "phraseMatchData": {
    object (PhraseMatchData)
  },
  "issueMatchData": {
    object (IssueMatchData)
  }
  // End of list of possible types for union field data.
}

integer

The channel of the audio where the annotation occurs. For single-channel audio, this field is not populated.

object (AnnotationBoundary)

The boundary in the conversation where the annotation starts, inclusive.

object (AnnotationBoundary)

The boundary in the conversation where the annotation ends, inclusive.

object (InterruptionData)

Data specifying an interruption.

object (SentimentData)

Data specifying sentiment.

object (SilenceData)

Data specifying silence.

object (HoldData)

Data specifying a hold.

object (EntityMentionData)

Data specifying an entity mention.

object (IntentMatchData)

Data specifying an intent match.

object (PhraseMatchData)

Data specifying a phrase match.

object (IssueMatchData)

Data specifying an issue match.

{
  "entityUniqueId": string,
  "type": enum (MentionType),
  "sentiment": {
    object (SentimentData)
  }
}

string

The key of this entity in conversation entities. Can be used to retrieve the exact Entity this mention is attached to.

enum (MentionType)

The type of the entity mention.

object (SentimentData)

Sentiment expressed for this mention of the entity.

{
  "intentUniqueId": string
}

string

The id of the matched intent. Can be used to retrieve the corresponding intent information.

{
  "phraseMatcher": string,
  "displayName": string
}

string

The unique identifier (the resource name) of the phrase matcher.

string

The human-readable name of the phrase matcher.

{
  "issueAssignment": {
    object (IssueAssignment)
  }
}

object (IssueAssignment)

Information about the issue's assignment.

{
  "issue": string,
  "score": number,
  "displayName": string
}

string

Resource name of the assigned issue.

number

Score indicating the likelihood of the issue assignment. currently bounded on [0,1].

string

Immutable. Display name of the assigned issue. This field is set at time of analyis and immutable since then.

{
  "displayName": string,
  "type": enum (Type),
  "metadata": {
    string: string,
    ...
  },
  "salience": number,
  "sentiment": {
    object (SentimentData)
  }
}

string

The representative name for the entity.

enum (Type)

The entity type.

map (key: string, value: string)

Metadata associated with the entity.

For most entity types, the metadata is a Wikipedia URL (wikipedia_url) and Knowledge Graph MID (mid), if they are available. For the metadata associated with other entity types, see the Type table below.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.

number

The salience score associated with the entity in the [0, 1.0] range.

The salience score for an entity provides information about the importance or centrality of that entity to the entire document text. Scores closer to 0 are less salient, while scores closer to 1.0 are highly salient.

object (SentimentData)

The aggregate sentiment expressed for this entity in the conversation.

{
  "channelTag": integer,
  "sentimentData": {
    object (SentimentData)
  }
}

integer

The channel of the audio that the data applies to.

object (SentimentData)

Data specifying sentiment.

{
  "silenceDuration": string,
  "silencePercentage": number
}

string (Duration format)

Amount of time calculated to be in silence.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".

number

Percentage of the total conversation spent in silence.

{
  "id": string,
  "displayName": string
}

string

The unique identifier of the intent.

string

The human-readable name of the intent.

{
  "issueModel": string,
  "issues": [
    {
      object (IssueAssignment)
    }
  ]
}

string

Issue model that generates the result. Format: projects/{project}/locations/{location}/issueModels/{issueModel}

object (IssueAssignment)

All the matched issues.

{
  "issueModel": string
}

string

Issue model that's used in the semantic match. Format: projects/{project}/locations/{location}/issueModels/{issueModel}

{
  "name": string,
  "qaScorecardRevision": string,
  "conversation": string,
  "createTime": string,
  "agentId": string,
  "qaAnswers": [
    {
      object (QaAnswer)
    }
  ],
  "qaTagResults": [
    {
      object (QaTagResult)
    }
  ],
  "scoreSources": [
    {
      object (ScoreSource)
    }
  ],
  "score": number,
  "potentialScore": number,
  "normalizedScore": number
}

string

Identifier. The name of the scorecard result. Format: projects/{project}/locations/{location}/qaScorecardResults/{qa_scorecard_result}

string

The QaScorecardRevision scored by this result.

string

The conversation scored by this result.

string (Timestamp format)

Output only. The timestamp that the revision was created.

A timestamp in RFC3339 UTC "Zulu" format, with nanosecond resolution and up to nine fractional digits. Examples: "2014-10-02T15:01:23Z" and "2014-10-02T15:01:23.045123456Z".

string

ID of the agent that handled the conversation.

object (QaAnswer)

Set of QaAnswers represented in the result.

object (QaTagResult)

Collection of tags and their scores.

object (ScoreSource)

List of all individual score sets.

number

The overall numerical score of the result, incorporating any manual edits if they exist.

number

The maximum potential overall score of the scorecard. Any questions answered using naValue are excluded from this calculation.

number

The normalized score, which is the score divided by the potential score. Any manual edits are included if they exist.

{
  "qaQuestion": string,
  "conversation": string,
  "questionBody": string,
  "answerValue": {
    object (AnswerValue)
  },
  "tags": [
    string
  ],
  "answerSources": [
    {
      object (AnswerSource)
    }
  ]
}

string

The QaQuestion answered by this answer.

string

The conversation the answer applies to.

string

Question text. E.g., "Did the agent greet the customer?"

object (AnswerValue)

The main answer value, incorporating any manual edits if they exist.

string

User-defined list of arbitrary tags. Matches the value from QaScorecard.ScorecardQuestion.tags. Used for grouping/organization and for weighting the score of each answer.

object (AnswerSource)

List of all individual answers given to the question.

{
  "sourceType": enum (SourceType),
  "answerValue": {
    object (AnswerValue)
  }
}

enum (SourceType)

What created the answer.

object (AnswerValue)

The answer value from this source.

{
  "tag": string,
  "score": number,
  "potentialScore": number,
  "normalizedScore": number
}

string

The tag the score applies to.

number

The score the tag applies to.

number

The potential score the tag applies to.

number

The normalized score the tag applies to.

{
  "sourceType": enum (SourceType),
  "qaTagResults": [
    {
      object (QaTagResult)
    }
  ],
  "score": number,
  "potentialScore": number,
  "normalizedScore": number
}

enum (SourceType)

What created the score.

object (QaTagResult)

Collection of tags and their scores.

number

The overall numerical score of the result.

number

The maximum potential overall score of the scorecard. Any questions answered using naValue are excluded from this calculation.

number

The normalized score, which is the score divided by the potential score.