Conversation

{
  "customerChannel": integer,
  "agentChannel": integer
}

integer

The audio channel that contains the customer.

integer

The audio channel that contains the agent.

{

  // Union field source can be only one of the following:
  "gcsSource": {
    object (GcsSource)
  },
  "dialogflowSource": {
    object (DialogflowSource)
  }
  // End of list of possible types for union field source.
}

object (GcsSource)

A Cloud Storage location specification for the audio and transcript.

object (DialogflowSource)

The source when the conversation comes from Dialogflow.

{
  "audioUri": string,
  "transcriptUri": string,
  "metadataUri": string
}

string

Cloud Storage URI that points to a file that contains the conversation audio.

string

Immutable. Cloud Storage URI that points to a file that contains the conversation transcript.

string

Cloud Storage URI that points to a file that contains the conversation metadata.

{
  "dialogflowConversation": string,
  "audioUri": string
}

string

Output only. The name of the Dialogflow conversation that this conversation resource is derived from. Format: projects/{project}/locations/{location}/conversations/{conversation}

string

Cloud Storage URI that points to a file that contains the conversation audio.

{
  "customerSatisfactionRating": integer,
  "waitDuration": string,
  "menuPath": string,
  "agentInfo": [
    {
      object (AgentInfo)
    }
  ]
}

integer

An arbitrary integer value indicating the customer's satisfaction rating.

string (Duration format)

The amount of time the customer waited to connect with an agent.

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

string

An arbitrary string value specifying the menu path the customer took.

object (AgentInfo)

Information about agents involved in the call.

{
  "agentId": string,
  "displayName": string,
  "team": string,
  "dispositionCode": string
}

string

A user-specified string representing the agent.

string

The agent's name.

string

A user-specified string representing the agent's team.

string

A user-provided string indicating the outcome of the agent's segment of the call.

{
  "transcriptSegments": [
    {
      object (TranscriptSegment)
    }
  ]
}

object (TranscriptSegment)

A list of sequential transcript segments that comprise the conversation.

{
  "messageTime": string,
  "text": string,
  "confidence": number,
  "words": [
    {
      object (WordInfo)
    }
  ],
  "languageCode": string,
  "channelTag": integer,
  "segmentParticipant": {
    object (ConversationParticipant)
  },
  "dialogflowSegmentMetadata": {
    object (DialogflowSegmentMetadata)
  },
  "sentiment": {
    object (SentimentData)
  }
}

string (Timestamp format)

The time that the message occurred, if provided.

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

The text of this segment.

number

A confidence estimate between 0.0 and 1.0 of the fidelity of this segment. A default value of 0.0 indicates that the value is unset.

object (WordInfo)

A list of the word-specific information for each word in the segment.

string

The language code of this segment as a BCP-47 language tag. Example: "en-US".

integer

For conversations derived from multi-channel audio, this is the channel number corresponding to the audio from that channel. For audioChannelCount = N, its output values can range from '1' to 'N'. A channel tag of 0 indicates that the audio is mono.

object (ConversationParticipant)

The participant of this segment.

object (DialogflowSegmentMetadata)

CCAI metadata relating to the current transcript segment.

object (SentimentData)

The sentiment for this transcript segment.

{
  "startOffset": string,
  "endOffset": string,
  "word": string,
  "confidence": number
}

string (Duration format)

Time offset of the start of this word relative to the beginning of the total conversation.

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

string (Duration format)

Time offset of the end of this word relative to the beginning of the total conversation.

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

string

The word itself. Includes punctuation marks that surround the word.

number

A confidence estimate between 0.0 and 1.0 of the fidelity of this word. A default value of 0.0 indicates that the value is unset.

{
  "dialogflowParticipant": string,
  "obfuscatedExternalUserId": string,
  "role": enum (Role),

  // Union field participant can be only one of the following:
  "dialogflowParticipantName": string,
  "userId": string
  // End of list of possible types for union field participant.
}

string

Deprecated. Use dialogflowParticipantName instead. The name of the Dialogflow participant. Format: projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}

string

Obfuscated user ID from Dialogflow.

enum (Role)

The role of the participant.

string

The name of the participant provided by Dialogflow. Format: projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}

string

A user-specified ID representing the participant.

{
  "smartReplyAllowlistCovered": boolean
}

boolean

Whether the transcript segment was covered under the configured smart reply allowlist in Agent Assist.

{
  "text": string,
  "textSections": {
    string: string,
    ...
  },
  "confidence": number,
  "metadata": {
    string: string,
    ...
  },
  "answerRecord": string,
  "conversationModel": string
}

string

The summarization content that is concatenated into one string.

map (key: string, value: string)

The summarization content that is divided into sections. The key is the section's name and the value is the section's content. There is no specific format for the key or value.

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

number

The confidence score of the summarization.

map (key: string, value: string)

A map that contains metadata about the summarization and the document from which it originates.

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

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}

string

The name of the model that generates this summary. Format: projects/{project}/locations/{location}/conversationModels/{conversationModel}

{
  "annotationId": string,
  "createTime": string,
  "startBoundary": {
    object (AnnotationBoundary)
  },
  "endBoundary": {
    object (AnnotationBoundary)
  },
  "answerFeedback": {
    object (AnswerFeedback)
  },
  "userInput": {
    object (UserInput)
  },

  // Union field data can be only one of the following:
  "articleSuggestion": {
    object (ArticleSuggestionData)
  },
  "faqAnswer": {
    object (FaqAnswerData)
  },
  "smartReply": {
    object (SmartReplyData)
  },
  "smartComposeSuggestion": {
    object (SmartComposeSuggestionData)
  },
  "dialogflowInteraction": {
    object (DialogflowInteractionData)
  },
  "conversationSummarizationSuggestion": {
    object (ConversationSummarizationSuggestionData)
  }
  // End of list of possible types for union field data.
}

string

The unique identifier of the annotation. Format: projects/{project}/locations/{location}/conversationDatasets/{dataset}/conversationDataItems/{data_item}/conversationAnnotations/{annotation}

string (Timestamp format)

The time at which this annotation 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".

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 (AnswerFeedback)

The feedback that the customer has about the answer in data.

object (UserInput)

Explicit input used for generating the answer

object (ArticleSuggestionData)

Agent Assist Article Suggestion data.

object (FaqAnswerData)

Agent Assist FAQ answer data.

object (SmartReplyData)

Agent Assist Smart Reply data.

object (SmartComposeSuggestionData)

Agent Assist Smart Compose suggestion data.

object (DialogflowInteractionData)

Dialogflow interaction data.

object (ConversationSummarizationSuggestionData)

Conversation summarization suggestion data.

{
  "answer": string,
  "confidenceScore": number,
  "question": string,
  "metadata": {
    string: string,
    ...
  },
  "queryRecord": string,
  "source": string
}

string

The piece of text from the source knowledge base document.

number

The system's confidence score that this answer is a good match for this conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely certain).

string

The corresponding FAQ question.

map (key: string, value: string)

Map that contains metadata about the FAQ answer and the document that it originates from.

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

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}

string

The knowledge document that this answer was extracted from. Format: projects/{project}/knowledgeBases/{knowledgeBase}/documents/{document}.

{
  "reply": string,
  "confidenceScore": number,
  "metadata": {
    string: string,
    ...
  },
  "queryRecord": string
}

string

The content of the reply.

number

The system's confidence score that this reply is a good match for this conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely certain).

map (key: string, value: string)

Map that contains metadata about the Smart Reply and the document from which it originates.

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

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}

{
  "suggestion": string,
  "confidenceScore": number,
  "metadata": {
    string: string,
    ...
  },
  "queryRecord": string
}

string

The content of the suggestion.

number

The system's confidence score that this suggestion is a good match for this conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely certain).

map (key: string, value: string)

Map that contains metadata about the Smart Compose suggestion and the document from which it originates.

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

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}

{
  "dialogflowIntentId": string,
  "confidence": number,
  "detectIntentRequest": {
    "@type": string,
    field1: ...,
    ...
  },
  "detectIntentResponse": {
    "@type": string,
    field1: ...,
    ...
  },
  "flowId": string,
  "flowDisplayName": string,
  "pageId": string,
  "pageDisplayName": string,
  "intentId": string,
  "intentDisplayName": string,
  "endFlowOrSession": boolean,
  "liveAgentHandoff": boolean,
  "inputType": enum (InputType),
  "matchType": enum (MatchType)
}

string

The Dialogflow intent resource path. Format: projects/{project}/agent/{agent}/intents/{intent}

number

The confidence of the match ranging from 0.0 (completely uncertain) to 1.0 (completely certain).

object

The Dialogflow conversation DetectIntentRequest raw data of this turn. This field will only be populated in the GetConversation response and its data format should be same as Dialogflow [DetectIntentRequest] of Sessions.

An object containing fields of an arbitrary type. An additional field "@type" contains a URI identifying the type. Example: { "id": 1234, "@type": "types.example.com/standard/id" }.

object

The Dialogflow conversation DetectIntentResponse raw data of this turn. This field will only be populated in the GetConversation response and its data format should be same as Dialogflow DetectIntentResponse of Sessions.

An object containing fields of an arbitrary type. An additional field "@type" contains a URI identifying the type. Example: { "id": 1234, "@type": "types.example.com/standard/id" }.

string

The Dialogflow flow id.

string

The Dialogflow flow display name. The Dialogflow environment display name.

string

The Dialogflow page ID.

string

The Dialogflow page display name. The Dialogflow environment display name.

string

The Dialogflow intent ID.

string

The Dialogflow intent display name. The Dialogflow environment display name.

boolean

The turn reaches END_FLOW or END_SESSION.

boolean

Whether the turn was handed off to a human agent.

enum (InputType)

The input type in this turn.

enum (MatchType)

The match type in this turn.

{
  "query": string,
  "generatorName": string,
  "querySource": enum (QuerySource)
}

string

Query text. Article Search uses this to store the input query used to generate the search results.

string

The resource name of associated generator. Format: projects/<Project ID>/locations/<Location ID>/generators/<Generator ID>

enum (QuerySource)

Query source for the answer.

{
  "displayName": string
}

string

The human-readable name of the intent.

{
  "virtualAgentId": string,
  "flowIds": [
    string
  ],
  "flowDisplayNames": [
    string
  ],
  "pageIds": [
    string
  ],
  "pageDisplayNames": [
    string
  ],
  "intentIds": [
    string
  ],
  "intentDisplayNames": [
    string
  ],
  "experimentIds": [
    string
  ],
  "experimentDisplayNames": [
    string
  ],
  "inputAudioDuration": string,
  "outputAudioDuration": string,
  "queryInputStats": {
    object (QueryInputStats)
  },
  "matchTypeStats": {
    object (MatchTypeStats)
  },
  "averageMatchConfidence": number,
  "endSessionExit": boolean,
  "maxWebhookLatency": string,
  "liveAgentHandoff": boolean
}

string

The virtual agent id of this conversation.

string

The deduped flow UUIDs set.

string

The deduped flow display names set.

string

The deduped page UUIDs set.

string

The deduped page display names set.

string

The deduped intent UUIDs set.

string

The deduped intent display names set.

string

The deduped experiment UUIDs set.

string

The deduped experiment display names set.

string (Duration format)

The total duration of the user input audio in this conversation.

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

string (Duration format)

The total duration of the agent output audio in this conversation.

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

object (QueryInputStats)

Query input stats

object (MatchTypeStats)

Match type stats.

number

Average match confidence for all the initent matches in this conversation.

boolean

Whether the conversation reaches END_FLOW or END_SESSION.

string (Duration format)

The maximum webhook latency for an individual webhook call in this conversation.

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

boolean

Whether the conversation was handed off to a human agent.

{
  "textCount": integer,
  "intentCount": integer,
  "audioCount": integer,
  "eventCount": integer,
  "dtmfCount": integer
}

integer

The number of requests with text input.

integer

The number of requests with intent input.

integer

The number of requests with audio input.

integer

The number of requests with event input.

integer

The number of requests with DTMF input.

{
  "intentCount": integer,
  "directIntentCount": integer,
  "parameterFillingCount": integer,
  "noMatchCount": integer,
  "noInputCount": integer,
  "eventCount": integer
}

integer

The number of responses with match type INTENT.

integer

The number of responses with match type DIRECT_INTENT.

integer

The number of responses with match type PARAMETER_FILLING.

integer

The number of responses with match type NO_MATCH.

integer

The number of responses with match type NO_INPUT.

integer

The number of responses with match type EVENT.