// Copyright 2025 Google LLC // // Licensed under the Apache License, Version 2.0 (the "License"); // you may not use this file except in compliance with the License. // You may obtain a copy of the License at // // http://www.apache.org/licenses/LICENSE-2.0 // // Unless required by applicable law or agreed to in writing, software // distributed under the License is distributed on an "AS IS" BASIS, // WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. // See the License for the specific language governing permissions and // limitations under the License. syntax = "proto3"; package google.cloud.contactcenterinsights.v1; import "google/api/field_behavior.proto"; import "google/api/resource.proto"; import "google/protobuf/duration.proto"; import "google/protobuf/timestamp.proto"; option csharp_namespace = "Google.Cloud.ContactCenterInsights.V1"; option go_package = "cloud.google.com/go/contactcenterinsights/apiv1/contactcenterinsightspb;contactcenterinsightspb"; option java_multiple_files = true; option java_outer_classname = "ResourcesProto"; option java_package = "com.google.cloud.contactcenterinsights.v1"; option php_namespace = "Google\\Cloud\\ContactCenterInsights\\V1"; option ruby_package = "Google::Cloud::ContactCenterInsights::V1"; option (google.api.resource_definition) = { type: "dialogflow.googleapis.com/ConversationProfile" pattern: "projects/{project}/locations/{location}/conversationProfiles/{conversation_profile}" }; option (google.api.resource_definition) = { type: "dialogflow.googleapis.com/Participant" pattern: "projects/{project}/conversations/{conversation}/participants/{participant}" pattern: "projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}" }; option (google.api.resource_definition) = { type: "speech.googleapis.com/Recognizer" pattern: "projects/{project}/locations/{location}/recognizers/{recognizer}" }; // Enum for the different types of issues a tuning dataset can have. // These warnings are currentlyraised when trying to validate a dataset for // tuning a scorecard. enum DatasetValidationWarning { // Unspecified data validation warning. DATASET_VALIDATION_WARNING_UNSPECIFIED = 0; // A non-trivial percentage of the feedback labels are invalid. TOO_MANY_INVALID_FEEDBACK_LABELS = 1; // The quantity of valid feedback labels provided is less than the // recommended minimum. INSUFFICIENT_FEEDBACK_LABELS = 2; // One or more of the answers have less than the recommended minimum of // feedback labels. INSUFFICIENT_FEEDBACK_LABELS_PER_ANSWER = 3; // All the labels in the dataset come from a single answer choice. ALL_FEEDBACK_LABELS_HAVE_THE_SAME_ANSWER = 4; } // The conversation resource. message Conversation { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/Conversation" pattern: "projects/{project}/locations/{location}/conversations/{conversation}" pattern: "projects/{project}/locations/{location}/authorizedViewSets/{authorized_view_set}/authorizedViews/{authorized_view}/conversations/{conversation}" plural: "conversations" singular: "conversation" }; // Call-specific metadata. message CallMetadata { // The audio channel that contains the customer. int32 customer_channel = 1; // The audio channel that contains the agent. int32 agent_channel = 2; } // Conversation metadata related to quality management. message QualityMetadata { // Information about an agent involved in the conversation. message AgentInfo { // A user-specified string representing the agent. string agent_id = 1; // The agent's name. string display_name = 2; // A user-specified string representing the agent's team. string team = 3; // A user-provided string indicating the outcome of the agent's segment of // the call. string disposition_code = 4; // The agent type, e.g. HUMAN_AGENT. ConversationParticipant.Role agent_type = 5; } // An arbitrary integer value indicating the customer's satisfaction rating. int32 customer_satisfaction_rating = 1; // The amount of time the customer waited to connect with an agent. google.protobuf.Duration wait_duration = 2; // An arbitrary string value specifying the menu path the customer took. string menu_path = 3; // Information about agents involved in the call. repeated AgentInfo agent_info = 4; } // A message representing the transcript of a conversation. message Transcript { // A segment of a full transcript. message TranscriptSegment { // Word-level info for words in a transcript. message WordInfo { // Time offset of the start of this word relative to the beginning of // the total conversation. google.protobuf.Duration start_offset = 1; // Time offset of the end of this word relative to the beginning of the // total conversation. google.protobuf.Duration end_offset = 2; // The word itself. Includes punctuation marks that surround the word. string word = 3; // 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. float confidence = 4; } // Metadata from Dialogflow relating to the current transcript segment. message DialogflowSegmentMetadata { // Whether the transcript segment was covered under the configured smart // reply allowlist in Agent Assist. bool smart_reply_allowlist_covered = 1; } // The time that the message occurred, if provided. google.protobuf.Timestamp message_time = 6; // The text of this segment. string text = 1; // 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. float confidence = 2; // A list of the word-specific information for each word in the segment. repeated WordInfo words = 3; // The language code of this segment as a // [BCP-47](https://www.rfc-editor.org/rfc/bcp/bcp47.txt) language tag. // Example: "en-US". string language_code = 4; // 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. int32 channel_tag = 5; // The participant of this segment. ConversationParticipant segment_participant = 9; // CCAI metadata relating to the current transcript segment. DialogflowSegmentMetadata dialogflow_segment_metadata = 10; // The sentiment for this transcript segment. SentimentData sentiment = 11; } // A list of sequential transcript segments that comprise the conversation. repeated TranscriptSegment transcript_segments = 1; } // Possible media for the conversation. enum Medium { // Default value, if unspecified will default to PHONE_CALL. MEDIUM_UNSPECIFIED = 0; // The format for conversations that took place over the phone. PHONE_CALL = 1; // The format for conversations that took place over chat. CHAT = 2; } // Metadata that applies to the conversation. oneof metadata { // Call-specific metadata. CallMetadata call_metadata = 7; } // A time to live expiration setting, can be either a specified timestamp or a // duration from the time that the conversation creation request was received. // Conversations with an expiration set will be removed up to 24 hours after // the specified time. oneof expiration { // The time at which this conversation should expire. After this time, the // conversation data and any associated analyses will be deleted. google.protobuf.Timestamp expire_time = 15; // Input only. The TTL for this resource. If specified, then this TTL will // be used to calculate the expire time. google.protobuf.Duration ttl = 16 [(google.api.field_behavior) = INPUT_ONLY]; } // Immutable. The resource name of the conversation. // Format: // projects/{project}/locations/{location}/conversations/{conversation} string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // The source of the audio and transcription for the conversation. ConversationDataSource data_source = 2; // Output only. The time at which the conversation was created. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The most recent time at which the conversation was updated. google.protobuf.Timestamp update_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // The time at which the conversation started. google.protobuf.Timestamp start_time = 17; // A user-specified language code for the conversation. string language_code = 14; // An opaque, user-specified string representing the human agent who handled // the conversation. string agent_id = 5; // A map for the user to specify any custom fields. A maximum of 100 labels // per conversation is allowed, with a maximum of 256 characters per entry. map labels = 6; // Conversation metadata related to quality management. QualityMetadata quality_metadata = 24; // Input only. JSON metadata encoded as a string. // This field is primarily used by Insights integrations with various telphony // systems and must be in one of Insight's supported formats. string metadata_json = 25 [(google.api.field_behavior) = INPUT_ONLY]; // Output only. The conversation transcript. Transcript transcript = 8 [(google.api.field_behavior) = OUTPUT_ONLY]; // Immutable. The conversation medium, if unspecified will default to // PHONE_CALL. Medium medium = 9 [(google.api.field_behavior) = IMMUTABLE]; // Output only. The duration of the conversation. google.protobuf.Duration duration = 10 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The number of turns in the conversation. int32 turn_count = 11 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The conversation's latest analysis, if one exists. Analysis latest_analysis = 12 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. Latest summary of the conversation. ConversationSummarizationSuggestionData latest_summary = 20 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The annotations that were generated during the customer and // agent interaction. repeated RuntimeAnnotation runtime_annotations = 13 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. All the matched Dialogflow intents in the call. The key // corresponds to a Dialogflow intent, format: // projects/{project}/agent/{agent}/intents/{intent} map dialogflow_intents = 18 [(google.api.field_behavior) = OUTPUT_ONLY]; // Obfuscated user ID which the customer sent to us. string obfuscated_user_id = 21; } // The analysis resource. message Analysis { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/Analysis" pattern: "projects/{project}/locations/{location}/conversations/{conversation}/analyses/{analysis}" pattern: "projects/{project}/locations/{location}/authorizedViewSets/{authorized_view_set}/authorizedViews/{authorized_view}/conversations/{conversation}/analyses/{analysis}" plural: "analyses" singular: "analysis" }; // Immutable. The resource name of the analysis. // Format: // projects/{project}/locations/{location}/conversations/{conversation}/analyses/{analysis} string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // Output only. The time at which the analysis was requested. google.protobuf.Timestamp request_time = 2 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The time at which the analysis was created, which occurs when // the long-running operation completes. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The result of the analysis, which is populated when the // analysis finishes. AnalysisResult analysis_result = 7 [(google.api.field_behavior) = OUTPUT_ONLY]; // To select the annotators to run and the phrase matchers to use // (if any). If not specified, all annotators will be run. AnnotatorSelector annotator_selector = 8; } // The conversation source, which is a combination of transcript and audio. message ConversationDataSource { // The source of the conversation. oneof source { // A Cloud Storage location specification for the audio and transcript. GcsSource gcs_source = 1; // The source when the conversation comes from Dialogflow. DialogflowSource dialogflow_source = 3; } } // A Cloud Storage source of conversation data. message GcsSource { // Cloud Storage URI that points to a file that contains the conversation // audio. string audio_uri = 1; // Immutable. Cloud Storage URI that points to a file that contains the // conversation transcript. string transcript_uri = 2 [(google.api.field_behavior) = IMMUTABLE]; } // A Dialogflow source of conversation data. message DialogflowSource { // Output only. The name of the Dialogflow conversation that this conversation // resource is derived from. Format: // projects/{project}/locations/{location}/conversations/{conversation} string dialogflow_conversation = 1 [(google.api.field_behavior) = OUTPUT_ONLY]; // Cloud Storage URI that points to a file that contains the conversation // audio. string audio_uri = 3; } // The result of an analysis. message AnalysisResult { // Call-specific metadata created during analysis. message CallAnalysisMetadata { // A list of call annotations that apply to this call. repeated CallAnnotation annotations = 2; // All the entities in the call. map entities = 3; // Overall conversation-level sentiment for each channel of the call. repeated ConversationLevelSentiment sentiments = 4; // Overall conversation-level silence during the call. ConversationLevelSilence silence = 11; // All the matched intents in the call. map intents = 6; // All the matched phrase matchers in the call. map phrase_matchers = 7; // Overall conversation-level issue modeling result. IssueModelResult issue_model_result = 8; // Results of scoring QaScorecards. repeated QaScorecardResult qa_scorecard_results = 10; } // Metadata discovered during analysis. oneof metadata { // Call-specific metadata created by the analysis. CallAnalysisMetadata call_analysis_metadata = 2; } // The time at which the analysis ended. google.protobuf.Timestamp end_time = 1; } // Issue Modeling result on a conversation. message IssueModelResult { // Issue model that generates the result. // Format: projects/{project}/locations/{location}/issueModels/{issue_model} string issue_model = 1 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/IssueModel" }]; // All the matched issues. repeated IssueAssignment issues = 2; } // Represents a conversation, resource, and label provided by the user. message FeedbackLabel { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/FeedbackLabel" pattern: "projects/{project}/locations/{location}/conversations/{conversation}/feedbackLabels/{feedback_label}" pattern: "projects/{project}/locations/{location}/authorizedViewSets/{authorized_view_set}/authorizedViews/{authorized_view}/conversations/{conversation}/feedbackLabels/{feedback_label}" plural: "feedbackLabels" singular: "feedbackLabel" }; // Label type. oneof label_type { // String label. string label = 4; // QaAnswer label. QaAnswer.AnswerValue qa_answer_label = 7; } // Immutable. Resource name of the FeedbackLabel. // Format: // projects/{project}/locations/{location}/conversations/{conversation}/feedbackLabels/{feedback_label} string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // Resource name of the resource to be labeled. string labeled_resource = 3; // Output only. Create time of the label. google.protobuf.Timestamp create_time = 5 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. Update time of the label. google.protobuf.Timestamp update_time = 6 [(google.api.field_behavior) = OUTPUT_ONLY]; } // One channel of conversation-level sentiment data. message ConversationLevelSentiment { // The channel of the audio that the data applies to. int32 channel_tag = 1; // Data specifying sentiment. SentimentData sentiment_data = 2; } // Conversation-level silence data. message ConversationLevelSilence { // Amount of time calculated to be in silence. google.protobuf.Duration silence_duration = 1; // Percentage of the total conversation spent in silence. float silence_percentage = 2; } // Information about the issue. message IssueAssignment { // Resource name of the assigned issue. string issue = 1; // Score indicating the likelihood of the issue assignment. // currently bounded on [0,1]. double score = 2; // Immutable. Display name of the assigned issue. This field is set at time of // analyis and immutable since then. string display_name = 3 [(google.api.field_behavior) = IMMUTABLE]; } // A piece of metadata that applies to a window of a call. message CallAnnotation { // The data in the annotation. oneof data { // Data specifying an interruption. InterruptionData interruption_data = 10; // Data specifying sentiment. SentimentData sentiment_data = 11; // Data specifying silence. SilenceData silence_data = 12; // Data specifying a hold. HoldData hold_data = 13; // Data specifying an entity mention. EntityMentionData entity_mention_data = 15; // Data specifying an intent match. IntentMatchData intent_match_data = 16; // Data specifying a phrase match. PhraseMatchData phrase_match_data = 17; // Data specifying an issue match. IssueMatchData issue_match_data = 18; } // The channel of the audio where the annotation occurs. For single-channel // audio, this field is not populated. int32 channel_tag = 1; // The boundary in the conversation where the annotation starts, inclusive. AnnotationBoundary annotation_start_boundary = 4; // The boundary in the conversation where the annotation ends, inclusive. AnnotationBoundary annotation_end_boundary = 5; } // A point in a conversation that marks the start or the end of an annotation. message AnnotationBoundary { // A detailed boundary, which describes a more specific point. oneof detailed_boundary { // The word index of this boundary with respect to the first word in the // transcript piece. This index starts at zero. int32 word_index = 3; } // The index in the sequence of transcribed pieces of the conversation where // the boundary is located. This index starts at zero. int32 transcript_index = 1; } // The data for an entity annotation. // Represents a phrase in the conversation that is a known entity, such // as a person, an organization, or location. message Entity { // The type of the entity. For most entity types, the associated metadata is a // Wikipedia URL (`wikipedia_url`) and Knowledge Graph MID (`mid`). The table // below lists the associated fields for entities that have different // metadata. enum Type { // Unspecified. TYPE_UNSPECIFIED = 0; // Person. PERSON = 1; // Location. LOCATION = 2; // Organization. ORGANIZATION = 3; // Event. EVENT = 4; // Artwork. WORK_OF_ART = 5; // Consumer product. CONSUMER_GOOD = 6; // Other types of entities. OTHER = 7; // Phone number. // // The metadata lists the phone number (formatted according to local // convention), plus whichever additional elements appear in the text: // // * `number` - The actual number, broken down into sections according to // local convention. // * `national_prefix` - Country code, if detected. // * `area_code` - Region or area code, if detected. // * `extension` - Phone extension (to be dialed after connection), if // detected. PHONE_NUMBER = 9; // Address. // // The metadata identifies the street number and locality plus whichever // additional elements appear in the text: // // * `street_number` - Street number. // * `locality` - City or town. // * `street_name` - Street/route name, if detected. // * `postal_code` - Postal code, if detected. // * `country` - Country, if detected. // * `broad_region` - Administrative area, such as the state, if detected. // * `narrow_region` - Smaller administrative area, such as county, if // detected. // * `sublocality` - Used in Asian addresses to demark a district within a // city, if detected. ADDRESS = 10; // Date. // // The metadata identifies the components of the date: // // * `year` - Four digit year, if detected. // * `month` - Two digit month number, if detected. // * `day` - Two digit day number, if detected. DATE = 11; // Number. // // The metadata is the number itself. NUMBER = 12; // Price. // // The metadata identifies the `value` and `currency`. PRICE = 13; } // The representative name for the entity. string display_name = 1; // The entity type. Type type = 2; // 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. map metadata = 3; // 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. float salience = 4; // The aggregate sentiment expressed for this entity in the conversation. SentimentData sentiment = 5; } // The data for an intent. // Represents a detected intent in the conversation, for example MAKES_PROMISE. message Intent { // The unique identifier of the intent. string id = 1; // The human-readable name of the intent. string display_name = 2; } // The data for a matched phrase matcher. // Represents information identifying a phrase matcher for a given match. message PhraseMatchData { // The unique identifier (the resource name) of the phrase matcher. string phrase_matcher = 1; // The human-readable name of the phrase matcher. string display_name = 2; } // The data for a Dialogflow intent. // Represents a detected intent in the conversation, e.g. MAKES_PROMISE. message DialogflowIntent { // The human-readable name of the intent. string display_name = 1; } // The data for an interruption annotation. message InterruptionData {} // The data for a silence annotation. message SilenceData {} // The data for a hold annotation. message HoldData {} // The data for an entity mention annotation. // This represents a mention of an `Entity` in the conversation. message EntityMentionData { // The supported types of mentions. enum MentionType { // Unspecified. MENTION_TYPE_UNSPECIFIED = 0; // Proper noun. PROPER = 1; // Common noun (or noun compound). COMMON = 2; } // The key of this entity in conversation entities. // Can be used to retrieve the exact `Entity` this mention is attached to. string entity_unique_id = 1; // The type of the entity mention. MentionType type = 2; // Sentiment expressed for this mention of the entity. SentimentData sentiment = 3; } // The data for an intent match. // Represents an intent match for a text segment in the conversation. A text // segment can be part of a sentence, a complete sentence, or an utterance // with multiple sentences. message IntentMatchData { // The id of the matched intent. // Can be used to retrieve the corresponding intent information. string intent_unique_id = 1; } // The data for a sentiment annotation. message SentimentData { // A non-negative number from 0 to infinity which represents the abolute // magnitude of sentiment regardless of score. float magnitude = 1; // The sentiment score between -1.0 (negative) and 1.0 (positive). float score = 2; } // The data for an issue match annotation. message IssueMatchData { // Information about the issue's assignment. IssueAssignment issue_assignment = 1; } // The issue model resource. message IssueModel { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/IssueModel" pattern: "projects/{project}/locations/{location}/issueModels/{issue_model}" }; // Configs for the input data used to create the issue model. message InputDataConfig { // Medium of conversations used in training data. This field is being // deprecated. To specify the medium to be used in training a new issue // model, set the `medium` field on `filter`. Conversation.Medium medium = 1 [deprecated = true]; // Output only. Number of conversations used in training. Output only. int64 training_conversations_count = 2 [(google.api.field_behavior) = OUTPUT_ONLY]; // A filter to reduce the conversations used for training the model to a // specific subset. string filter = 3; } // State of the model. enum State { // Unspecified. STATE_UNSPECIFIED = 0; // Model is not deployed but is ready to deploy. UNDEPLOYED = 1; // Model is being deployed. DEPLOYING = 2; // Model is deployed and is ready to be used. A model can only be used in // analysis if it's in this state. DEPLOYED = 3; // Model is being undeployed. UNDEPLOYING = 4; // Model is being deleted. DELETING = 5; } // Type of the model. enum ModelType { // Unspecified model type. MODEL_TYPE_UNSPECIFIED = 0; // Type V1. TYPE_V1 = 1; // Type V2. TYPE_V2 = 2; } // Immutable. The resource name of the issue model. // Format: // projects/{project}/locations/{location}/issueModels/{issue_model} string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // The representative name for the issue model. string display_name = 2; // Output only. The time at which this issue model was created. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The most recent time at which the issue model was updated. google.protobuf.Timestamp update_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. Number of issues in this issue model. int64 issue_count = 8 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. State of the model. State state = 5 [(google.api.field_behavior) = OUTPUT_ONLY]; // Configs for the input data that used to create the issue model. InputDataConfig input_data_config = 6; // Output only. Immutable. The issue model's label statistics on its training // data. IssueModelLabelStats training_stats = 7 [ (google.api.field_behavior) = OUTPUT_ONLY, (google.api.field_behavior) = IMMUTABLE ]; // Type of the model. ModelType model_type = 9; // Language of the model. string language_code = 10; } // The issue resource. message Issue { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/Issue" pattern: "projects/{project}/locations/{location}/issueModels/{issue_model}/issues/{issue}" }; // Immutable. The resource name of the issue. // Format: // projects/{project}/locations/{location}/issueModels/{issue_model}/issues/{issue} string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // The representative name for the issue. string display_name = 2; // Output only. The time at which this issue was created. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The most recent time that this issue was updated. google.protobuf.Timestamp update_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. Resource names of the sample representative utterances that // match to this issue. repeated string sample_utterances = 6 [(google.api.field_behavior) = OUTPUT_ONLY]; // Representative description of the issue. string display_description = 14; } // Aggregated statistics about an issue model. message IssueModelLabelStats { // Aggregated statistics about an issue. message IssueStats { // Issue resource. // Format: // projects/{project}/locations/{location}/issueModels/{issue_model}/issues/{issue} string issue = 1; // Number of conversations attached to the issue at this point in time. int64 labeled_conversations_count = 2; // Display name of the issue. string display_name = 3; } // Number of conversations the issue model has analyzed at this point in time. int64 analyzed_conversations_count = 1; // Number of analyzed conversations for which no issue was applicable at this // point in time. int64 unclassified_conversations_count = 2; // Statistics on each issue. Key is the issue's resource name. map issue_stats = 3; } // The phrase matcher resource. message PhraseMatcher { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/PhraseMatcher" pattern: "projects/{project}/locations/{location}/phraseMatchers/{phrase_matcher}" }; // Specifies how to combine each phrase match rule group to determine whether // there is a match. enum PhraseMatcherType { // Unspecified. PHRASE_MATCHER_TYPE_UNSPECIFIED = 0; // Must meet all phrase match rule groups or there is no match. ALL_OF = 1; // If any of the phrase match rule groups are met, there is a match. ANY_OF = 2; } // The resource name of the phrase matcher. // Format: // projects/{project}/locations/{location}/phraseMatchers/{phrase_matcher} string name = 1; // Output only. Immutable. The revision ID of the phrase matcher. // A new revision is committed whenever the matcher is changed, except when it // is activated or deactivated. A server generated random ID will be used. // Example: locations/global/phraseMatchers/my-first-matcher@1234567 string revision_id = 2 [ (google.api.field_behavior) = IMMUTABLE, (google.api.field_behavior) = OUTPUT_ONLY ]; // The customized version tag to use for the phrase matcher. If not specified, // it will default to `revision_id`. string version_tag = 3; // Output only. The timestamp of when the revision was created. It is also the // create time when a new matcher is added. google.protobuf.Timestamp revision_create_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // The human-readable name of the phrase matcher. string display_name = 5; // Required. The type of this phrase matcher. PhraseMatcherType type = 6 [(google.api.field_behavior) = REQUIRED]; // Applies the phrase matcher only when it is active. bool active = 7; // A list of phase match rule groups that are included in this matcher. repeated PhraseMatchRuleGroup phrase_match_rule_groups = 8; // Output only. The most recent time at which the activation status was // updated. google.protobuf.Timestamp activation_update_time = 9 [(google.api.field_behavior) = OUTPUT_ONLY]; // The role whose utterances the phrase matcher should be matched // against. If the role is ROLE_UNSPECIFIED it will be matched against any // utterances in the transcript. ConversationParticipant.Role role_match = 10; // Output only. The most recent time at which the phrase matcher was updated. google.protobuf.Timestamp update_time = 11 [(google.api.field_behavior) = OUTPUT_ONLY]; } // A message representing a rule in the phrase matcher. message PhraseMatchRuleGroup { // Specifies how to combine each phrase match rule for whether there is a // match. enum PhraseMatchRuleGroupType { // Unspecified. PHRASE_MATCH_RULE_GROUP_TYPE_UNSPECIFIED = 0; // Must meet all phrase match rules or there is no match. ALL_OF = 1; // If any of the phrase match rules are met, there is a match. ANY_OF = 2; } // Required. The type of this phrase match rule group. PhraseMatchRuleGroupType type = 1 [(google.api.field_behavior) = REQUIRED]; // A list of phrase match rules that are included in this group. repeated PhraseMatchRule phrase_match_rules = 2; } // The data for a phrase match rule. message PhraseMatchRule { // Required. The phrase to be matched. string query = 1 [(google.api.field_behavior) = REQUIRED]; // Specifies whether the phrase must be missing from the transcript segment or // present in the transcript segment. bool negated = 2; // Provides additional information about the rule that specifies how to apply // the rule. PhraseMatchRuleConfig config = 3; } // Configuration information of a phrase match rule. message PhraseMatchRuleConfig { // The configuration of the phrase match rule. oneof config { // The configuration for the exact match rule. ExactMatchConfig exact_match_config = 1; } } // Exact match configuration. message ExactMatchConfig { // Whether to consider case sensitivity when performing an exact match. bool case_sensitive = 1; } // The CCAI Insights project wide settings. // Use these settings to configure the behavior of Insights. // View these settings with // [`getsettings`](https://cloud.google.com/contact-center/insights/docs/reference/rest/v1/projects.locations/getSettings) // and change the settings with // [`updateSettings`](https://cloud.google.com/contact-center/insights/docs/reference/rest/v1/projects.locations/updateSettings). message Settings { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/Settings" pattern: "projects/{project}/locations/{location}/settings" }; // Default configuration when creating Analyses in Insights. message AnalysisConfig { // Percentage of conversations created using Dialogflow runtime integration // to analyze automatically, between [0, 100]. double runtime_integration_analysis_percentage = 1; // Percentage of conversations created using the UploadConversation endpoint // to analyze automatically, between [0, 100]. double upload_conversation_analysis_percentage = 6; // To select the annotators to run and the phrase matchers to use // (if any). If not specified, all annotators will be run. AnnotatorSelector annotator_selector = 5; } // Immutable. The resource name of the settings resource. // Format: // projects/{project}/locations/{location}/settings string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // Output only. The time at which the settings was created. google.protobuf.Timestamp create_time = 2 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The time at which the settings were last updated. google.protobuf.Timestamp update_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // A language code to be applied to each transcript segment unless the segment // already specifies a language code. Language code defaults to "en-US" if it // is neither specified on the segment nor here. string language_code = 4; // The default TTL for newly-created conversations. If a conversation has a // specified expiration, that value will be used instead. Changing this // value will not change the expiration of existing conversations. // Conversations with no expire time persist until they are deleted. google.protobuf.Duration conversation_ttl = 5; // A map that maps a notification trigger to a Pub/Sub topic. Each time a // specified trigger occurs, Insights will notify the corresponding Pub/Sub // topic. // // Keys are notification triggers. Supported keys are: // // * "all-triggers": Notify each time any of the supported triggers occurs. // * "create-analysis": Notify each time an analysis is created. // * "create-conversation": Notify each time a conversation is created. // * "export-insights-data": Notify each time an export is complete. // * "ingest-conversations": Notify each time an IngestConversations LRO is // complete. // * "update-conversation": Notify each time a conversation is updated via // UpdateConversation. // * "upload-conversation": Notify when an UploadConversation LRO is complete. // // Values are Pub/Sub topics. The format of each Pub/Sub topic is: // projects/{project}/topics/{topic} map pubsub_notification_settings = 6; // Default analysis settings. AnalysisConfig analysis_config = 7; // Default DLP redaction resources to be applied while ingesting // conversations. This applies to conversations ingested from the // `UploadConversation` and `IngestConversations` endpoints, including // conversations coming from CCAI Platform. RedactionConfig redaction_config = 10; // Optional. Default Speech-to-Text resources to use while ingesting audio // files. Optional, CCAI Insights will create a default if not provided. This // applies to conversations ingested from the `UploadConversation` and // `IngestConversations` endpoints, including conversations coming from CCAI // Platform. SpeechConfig speech_config = 11 [(google.api.field_behavior) = OPTIONAL]; } // The CCAI Insights project wide analysis rule. This rule will be applied to // all conversations that match the filter defined in the rule. For a // conversation matches the filter, the annotators specified in the rule will be // run. If a conversation matches multiple rules, a union of all the annotators // will be run. One project can have multiple analysis rules. message AnalysisRule { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/AnalysisRule" pattern: "projects/{project}/locations/{location}/analysisRules/{analysis_rule}" plural: "analysisRules" singular: "analysisRule" }; // Identifier. The resource name of the analysis rule. // Format: // projects/{project}/locations/{location}/analysisRules/{analysis_rule} string name = 1 [(google.api.field_behavior) = IDENTIFIER]; // Output only. The time at which this analysis rule was created. google.protobuf.Timestamp create_time = 2 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The most recent time at which this analysis rule was updated. google.protobuf.Timestamp update_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Display Name of the analysis rule. optional string display_name = 4; // Filter for the conversations that should apply this analysis // rule. An empty filter means this analysis rule applies to all // conversations. string conversation_filter = 5; // Selector of annotators to run and the phrase matchers to use for // conversations that matches the conversation_filter. If not specified, NO // annotators will be run. AnnotatorSelector annotator_selector = 6; // Percentage of conversations that we should apply this analysis setting // automatically, between [0, 1]. For example, 0.1 means 10%. Conversations // are sampled in a determenestic way. The original runtime_percentage & // upload percentage will be replaced by defining filters on the conversation. double analysis_percentage = 7; // If true, apply this rule to conversations. Otherwise, this rule is // inactive and saved as a draft. bool active = 8; } // A customer-managed encryption key specification that can be applied to all // created resources (e.g. `Conversation`). message EncryptionSpec { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/EncryptionSpec" pattern: "projects/{project}/locations/{location}/encryptionSpec" }; // Immutable. The resource name of the encryption key specification resource. // Format: // projects/{project}/locations/{location}/encryptionSpec string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // Required. The name of customer-managed encryption key that is used to // secure a resource and its sub-resources. If empty, the resource is secured // by our default encryption key. Only the key in the same location as this // resource is allowed to be used for encryption. Format: // `projects/{project}/locations/{location}/keyRings/{keyRing}/cryptoKeys/{key}` string kms_key = 2 [(google.api.field_behavior) = REQUIRED]; } // DLP resources used for redaction while ingesting conversations. // DLP settings are applied to conversations ingested from the // `UploadConversation` and `IngestConversations` endpoints, including // conversation coming from CCAI Platform. They are not applied to conversations // ingested from the `CreateConversation` endpoint or the Dialogflow / Agent // Assist runtime integrations. When using Dialogflow / Agent Assist runtime // integrations, redaction should be performed in Dialogflow / Agent Assist. message RedactionConfig { // The fully-qualified DLP deidentify template resource name. // Format: // `projects/{project}/deidentifyTemplates/{template}` string deidentify_template = 1; // The fully-qualified DLP inspect template resource name. // Format: // `projects/{project}/locations/{location}/inspectTemplates/{template}` string inspect_template = 2; } // Speech-to-Text configuration. // Speech-to-Text settings are applied to conversations ingested from the // `UploadConversation` and `IngestConversations` endpoints, including // conversation coming from CCAI Platform. They are not applied to conversations // ingested from the `CreateConversation` endpoint. message SpeechConfig { // The fully-qualified Speech Recognizer resource name. // Format: // `projects/{project_id}/locations/{location}/recognizer/{recognizer}` string speech_recognizer = 1 [(google.api.resource_reference) = { type: "speech.googleapis.com/Recognizer" }]; } // An annotation that was generated during the customer and agent interaction. message RuntimeAnnotation { // Explicit input used for generating the answer message UserInput { // The source of the query. enum QuerySource { // Unknown query source. QUERY_SOURCE_UNSPECIFIED = 0; // The query is from agents. AGENT_QUERY = 1; // The query is a query from previous suggestions, e.g. from a preceding // SuggestKnowledgeAssist response. SUGGESTED_QUERY = 2; } // Query text. Article Search uses this to store the input query used // to generate the search results. string query = 1; // The resource name of associated generator. Format: // `projects//locations//generators/` string generator_name = 2; // Query source for the answer. QuerySource query_source = 3; } // The data in the annotation. oneof data { // Agent Assist Article Suggestion data. ArticleSuggestionData article_suggestion = 6; // Agent Assist FAQ answer data. FaqAnswerData faq_answer = 7; // Agent Assist Smart Reply data. SmartReplyData smart_reply = 8; // Agent Assist Smart Compose suggestion data. SmartComposeSuggestionData smart_compose_suggestion = 9; // Dialogflow interaction data. DialogflowInteractionData dialogflow_interaction = 10; // Conversation summarization suggestion data. ConversationSummarizationSuggestionData conversation_summarization_suggestion = 12; } // The unique identifier of the annotation. // Format: // projects/{project}/locations/{location}/conversationDatasets/{dataset}/conversationDataItems/{data_item}/conversationAnnotations/{annotation} string annotation_id = 1; // The time at which this annotation was created. google.protobuf.Timestamp create_time = 2; // The boundary in the conversation where the annotation starts, inclusive. AnnotationBoundary start_boundary = 3; // The boundary in the conversation where the annotation ends, inclusive. AnnotationBoundary end_boundary = 4; // The feedback that the customer has about the answer in `data`. AnswerFeedback answer_feedback = 5; // Explicit input used for generating the answer UserInput user_input = 16; } // The feedback that the customer has about a certain answer in the // conversation. message AnswerFeedback { // The correctness level of an answer. enum CorrectnessLevel { // Correctness level unspecified. CORRECTNESS_LEVEL_UNSPECIFIED = 0; // Answer is totally wrong. NOT_CORRECT = 1; // Answer is partially correct. PARTIALLY_CORRECT = 2; // Answer is fully correct. FULLY_CORRECT = 3; } // The correctness level of an answer. CorrectnessLevel correctness_level = 1; // Indicates whether an answer or item was clicked by the human agent. bool clicked = 2; // Indicates whether an answer or item was displayed to the human agent in the // agent desktop UI. bool displayed = 3; } // Agent Assist Article Suggestion data. message ArticleSuggestionData { // Article title. string title = 1; // Article URI. string uri = 2; // The system's confidence score that this article is a good match for this // conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely // certain). float confidence_score = 3; // Map that contains metadata about the Article Suggestion and the document // that it originates from. map metadata = 4; // The name of the answer record. // Format: // projects/{project}/locations/{location}/answerRecords/{answer_record} string query_record = 5; // The knowledge document that this answer was extracted from. // Format: // projects/{project}/knowledgeBases/{knowledge_base}/documents/{document} string source = 6; } // Agent Assist frequently-asked-question answer data. message FaqAnswerData { // The piece of text from the `source` knowledge base document. string answer = 1; // 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). float confidence_score = 2; // The corresponding FAQ question. string question = 3; // Map that contains metadata about the FAQ answer and the document that // it originates from. map metadata = 4; // The name of the answer record. // Format: // projects/{project}/locations/{location}/answerRecords/{answer_record} string query_record = 5; // The knowledge document that this answer was extracted from. // Format: // projects/{project}/knowledgeBases/{knowledge_base}/documents/{document}. string source = 6; } // Agent Assist Smart Reply data. message SmartReplyData { // The content of the reply. string reply = 1; // 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). double confidence_score = 2; // Map that contains metadata about the Smart Reply and the document from // which it originates. map metadata = 3; // The name of the answer record. // Format: // projects/{project}/locations/{location}/answerRecords/{answer_record} string query_record = 4; } // Agent Assist Smart Compose suggestion data. message SmartComposeSuggestionData { // The content of the suggestion. string suggestion = 1; // 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). double confidence_score = 2; // Map that contains metadata about the Smart Compose suggestion and the // document from which it originates. map metadata = 3; // The name of the answer record. // Format: // projects/{project}/locations/{location}/answerRecords/{answer_record} string query_record = 4; } // Dialogflow interaction data. message DialogflowInteractionData { // The Dialogflow intent resource path. Format: // projects/{project}/agent/{agent}/intents/{intent} string dialogflow_intent_id = 1; // The confidence of the match ranging from 0.0 (completely uncertain) to 1.0 // (completely certain). float confidence = 2; } // Conversation summarization suggestion data. message ConversationSummarizationSuggestionData { // The summarization content that is concatenated into one string. string text = 1; // 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. map text_sections = 5; // The confidence score of the summarization. float confidence = 2; // A map that contains metadata about the summarization and the document // from which it originates. map metadata = 3; // The name of the answer record. // Format: // projects/{project}/locations/{location}/answerRecords/{answer_record} string answer_record = 4; // The name of the model that generates this summary. // Format: // projects/{project}/locations/{location}/conversationModels/{conversation_model} string conversation_model = 6; } // The call participant speaking for a given utterance. message ConversationParticipant { // The role of the participant. enum Role { // Participant's role is not set. ROLE_UNSPECIFIED = 0; // Participant is a human agent. HUMAN_AGENT = 1; // Participant is an automated agent. AUTOMATED_AGENT = 2; // Participant is an end user who conversed with the contact center. END_USER = 3; // Participant is either a human or automated agent. ANY_AGENT = 4; } oneof participant { // The name of the participant provided by Dialogflow. Format: // projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant} string dialogflow_participant_name = 5 [(google.api.resource_reference) = { type: "dialogflow.googleapis.com/Participant" }]; // A user-specified ID representing the participant. string user_id = 6; } // Deprecated. Use `dialogflow_participant_name` instead. // The name of the Dialogflow participant. Format: // projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant} string dialogflow_participant = 1 [deprecated = true]; // Obfuscated user ID from Dialogflow. string obfuscated_external_user_id = 3; // The role of the participant. Role role = 2; } // The View resource. message View { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/View" pattern: "projects/{project}/locations/{location}/views/{view}" }; // Immutable. The resource name of the view. // Format: // projects/{project}/locations/{location}/views/{view} string name = 1 [(google.api.field_behavior) = IMMUTABLE]; // The human-readable display name of the view. string display_name = 2; // Output only. The time at which this view was created. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The most recent time at which the view was updated. google.protobuf.Timestamp update_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // String with specific view properties, must be non-empty. string value = 5; } // Selector of all available annotators and phrase matchers to run. message AnnotatorSelector { // Configuration for summarization. message SummarizationConfig { // Summarization model to use, if `conversation_profile` is not used. enum SummarizationModel { // Unspecified summarization model. SUMMARIZATION_MODEL_UNSPECIFIED = 0; // The CCAI baseline model. BASELINE_MODEL = 1; // The CCAI baseline model, V2.0. BASELINE_MODEL_V2_0 = 2; } // Summarization must use either a preexisting conversation profile or one // of the supported default models. oneof model_source { // Resource name of the Dialogflow conversation profile. // Format: // projects/{project}/locations/{location}/conversationProfiles/{conversation_profile} string conversation_profile = 1 [(google.api.resource_reference) = { type: "dialogflow.googleapis.com/ConversationProfile" }]; // Default summarization model to be used. SummarizationModel summarization_model = 2; } } // Configuration for the QA feature. message QaConfig { // Container for a list of scorecards. message ScorecardList { // List of QaScorecardRevisions. repeated string qa_scorecard_revisions = 1 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/QaScorecardRevision" }]; } // Which scorecards should be scored. oneof scorecard_source { // A manual list of scorecards to score. ScorecardList scorecard_list = 1; } } // Whether to run the interruption annotator. bool run_interruption_annotator = 1; // Whether to run the silence annotator. bool run_silence_annotator = 2; // Whether to run the active phrase matcher annotator(s). bool run_phrase_matcher_annotator = 3; // The list of phrase matchers to run. If not provided, all active phrase // matchers will be used. If inactive phrase matchers are provided, they will // not be used. Phrase matchers will be run only if // run_phrase_matcher_annotator is set to true. Format: // projects/{project}/locations/{location}/phraseMatchers/{phrase_matcher} repeated string phrase_matchers = 4 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/PhraseMatcher" }]; // Whether to run the sentiment annotator. bool run_sentiment_annotator = 5; // Whether to run the entity annotator. bool run_entity_annotator = 6; // Whether to run the intent annotator. bool run_intent_annotator = 7; // Whether to run the issue model annotator. A model should have already been // deployed for this to take effect. bool run_issue_model_annotator = 8; // The issue model to run. If not provided, the most recently deployed topic // model will be used. The provided issue model will only be used for // inference if the issue model is deployed and if run_issue_model_annotator // is set to true. If more than one issue model is provided, only the first // provided issue model will be used for inference. repeated string issue_models = 10 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/IssueModel" }]; // Whether to run the summarization annotator. bool run_summarization_annotator = 9; // Configuration for the summarization annotator. SummarizationConfig summarization_config = 11; // Whether to run the QA annotator. bool run_qa_annotator = 12; // Configuration for the QA annotator. QaConfig qa_config = 13; } // A single question to be scored by the Insights QA feature. message QaQuestion { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/QaQuestion" pattern: "projects/{project}/locations/{location}/qaScorecards/{qa_scorecard}/revisions/{revision}/qaQuestions/{qa_question}" plural: "qaQuestions" singular: "qaQuestion" }; // Message representing a possible answer to the question. message AnswerChoice { // The answer value may be one of a few different types. oneof value { // String value. string str_value = 2; // Numerical value. double num_value = 3; // Boolean value. bool bool_value = 4; // A value of "Not Applicable (N/A)". If provided, this field may only // be set to `true`. If a question receives this answer, it will be // excluded from any score calculations. bool na_value = 5; } // A short string used as an identifier. string key = 1; // Numerical score of the answer, used for generating the overall score of // a QaScorecardResult. If the answer uses na_value, this field is unused. optional double score = 6; } // A wrapper representing metrics calculated against a test-set on a LLM that // was fine tuned for this question. message Metrics { // Output only. Accuracy of the model. Measures the percentage of correct // answers the model gave on the test set. double accuracy = 1 [(google.api.field_behavior) = OUTPUT_ONLY]; } // Metadata about the tuning operation for the question. Will only be set if a // scorecard containing this question has been tuned. message TuningMetadata { // Total number of valid labels provided for the question at the time of // tuining. int64 total_valid_label_count = 1; // A list of any applicable data validation warnings about the question's // feedback labels. repeated DatasetValidationWarning dataset_validation_warnings = 2; // Error status of the tuning operation for the question. Will only be set // if the tuning operation failed. string tuning_error = 3; } // Identifier. The resource name of the question. // Format: // projects/{project}/locations/{location}/qaScorecards/{qa_scorecard}/revisions/{revision}/qaQuestions/{qa_question} string name = 1 [(google.api.field_behavior) = IDENTIFIER]; // Short, descriptive string, used in the UI where it's not practical // to display the full question body. E.g., "Greeting". string abbreviation = 2; // Output only. The time at which this question was created. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The most recent time at which the question was updated. google.protobuf.Timestamp update_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // Question text. E.g., "Did the agent greet the customer?" string question_body = 5; // Instructions describing how to determine the answer. string answer_instructions = 9; // A list of valid answers to the question, which the LLM must choose from. repeated AnswerChoice answer_choices = 6; // User-defined list of arbitrary tags for the question. Used for // grouping/organization and for weighting the score of each question. repeated string tags = 7; // Defines the order of the question within its parent scorecard revision. int32 order = 8; // Metrics of the underlying tuned LLM over a holdout/test set while fine // tuning the underlying LLM for the given question. This field will only be // populated if and only if the question is part of a scorecard revision that // has been tuned. Metrics metrics = 10; // Metadata about the tuning operation for the question.This field will only // be populated if and only if the question is part of a scorecard revision // that has been tuned. TuningMetadata tuning_metadata = 11; } // A QaScorecard represents a collection of questions to be scored during // analysis. message QaScorecard { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/QaScorecard" pattern: "projects/{project}/locations/{location}/qaScorecards/{qa_scorecard}" plural: "qaScorecards" singular: "qaScorecard" }; // Identifier. The scorecard name. // Format: // projects/{project}/locations/{location}/qaScorecards/{qa_scorecard} string name = 1 [(google.api.field_behavior) = IDENTIFIER]; // The user-specified display name of the scorecard. string display_name = 7; // A text description explaining the intent of the scorecard. string description = 2; // Output only. The time at which this scorecard was created. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The most recent time at which the scorecard was updated. google.protobuf.Timestamp update_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; } // A revision of a QaScorecard. // // Modifying published scorecard fields would invalidate existing scorecard // results — the questions may have changed, or the score weighting will make // existing scores impossible to understand. So changes must create a new // revision, rather than modifying the existing resource. message QaScorecardRevision { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/QaScorecardRevision" pattern: "projects/{project}/locations/{location}/qaScorecards/{qa_scorecard}/revisions/{revision}" plural: "qaScorecardRevisions" singular: "qaScorecardRevision" }; // Enum representing the set of states a scorecard revision may be in. enum State { // Unspecified. STATE_UNSPECIFIED = 0; // The scorecard revision can be edited. EDITABLE = 12; // Scorecard model training is in progress. TRAINING = 2; // Scorecard revision model training failed. TRAINING_FAILED = 9; // The revision can be used in analysis. READY = 11; // Scorecard is being deleted. DELETING = 7; // Scorecard model training was explicitly cancelled by the user. TRAINING_CANCELLED = 14; } // Identifier. The name of the scorecard revision. // Format: // projects/{project}/locations/{location}/qaScorecards/{qa_scorecard}/revisions/{revision} string name = 1 [(google.api.field_behavior) = IDENTIFIER]; // The snapshot of the scorecard at the time of this revision's creation. QaScorecard snapshot = 2; // Output only. The timestamp that the revision was created. google.protobuf.Timestamp create_time = 3 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. Alternative IDs for this revision of the scorecard, e.g., // `latest`. repeated string alternate_ids = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. State of the scorecard revision, indicating whether it's ready // to be used in analysis. State state = 5 [(google.api.field_behavior) = OUTPUT_ONLY]; } // An answer to a QaQuestion. message QaAnswer { // Message for holding the value of a // [QaAnswer][google.cloud.contactcenterinsights.v1.QaAnswer]. // [QaQuestion.AnswerChoice][google.cloud.contactcenterinsights.v1.QaQuestion.AnswerChoice] // defines the possible answer values for a question. message AnswerValue { // The answer value may be one of a few different types. oneof value { // String value. string str_value = 2; // Numerical value. double num_value = 3; // Boolean value. bool bool_value = 4; // A value of "Not Applicable (N/A)". Should only ever be `true`. bool na_value = 5; } // A short string used as an identifier. Matches the value used in // QaQuestion.AnswerChoice.key. string key = 1; // Output only. Numerical score of the answer. optional double score = 6 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. The maximum potential score of the question. optional double potential_score = 7 [(google.api.field_behavior) = OUTPUT_ONLY]; // Output only. Normalized score of the questions. Calculated as score / // potential_score. optional double normalized_score = 8 [(google.api.field_behavior) = OUTPUT_ONLY]; } // A question may have multiple answers from varying sources, one of which // becomes the "main" answer above. AnswerSource represents each individual // answer. message AnswerSource { // What created the answer. enum SourceType { // Source type is unspecified. SOURCE_TYPE_UNSPECIFIED = 0; // Answer was system-generated; created during an Insights analysis. SYSTEM_GENERATED = 1; // Answer was created by a human via manual edit. MANUAL_EDIT = 2; } // What created the answer. SourceType source_type = 1; // The answer value from this source. AnswerValue answer_value = 2; } // The QaQuestion answered by this answer. string qa_question = 7 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/QaQuestion" }]; // The conversation the answer applies to. string conversation = 2 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/Conversation" }]; // Question text. E.g., "Did the agent greet the customer?" string question_body = 6; // The main answer value, incorporating any manual edits if they exist. AnswerValue answer_value = 3; // 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. repeated string tags = 5; // List of all individual answers given to the question. repeated AnswerSource answer_sources = 8; } // The results of scoring a single conversation against a QaScorecard. Contains // a collection of QaAnswers and aggregate score. message QaScorecardResult { option (google.api.resource) = { type: "contactcenterinsights.googleapis.com/QaScorecardResult" pattern: "projects/{project}/locations/{location}/qaScorecardResults/{qa_scorecard_result}" plural: "qaScorecardResults" singular: "qaScorecardResult" }; // Tags and their corresponding results. message QaTagResult { // The tag the score applies to. string tag = 1; // The score the tag applies to. optional double score = 2; // The potential score the tag applies to. optional double potential_score = 3; // The normalized score the tag applies to. optional double normalized_score = 4; } // A scorecard result may have multiple sets of scores from varying sources, // one of which becomes the "main" answer above. A ScoreSource represents // each individual set of scores. message ScoreSource { // What created the score. enum SourceType { // Source type is unspecified. SOURCE_TYPE_UNSPECIFIED = 0; // Score is derived only from system-generated answers. SYSTEM_GENERATED_ONLY = 1; // Score is derived from both system-generated answers, and includes // any manual edits if they exist. INCLUDES_MANUAL_EDITS = 2; } // What created the score. SourceType source_type = 1; // The overall numerical score of the result. optional double score = 2; // The maximum potential overall score of the scorecard. Any questions // answered using `na_value` are excluded from this calculation. optional double potential_score = 3; // The normalized score, which is the score divided by the potential score. optional double normalized_score = 4; // Collection of tags and their scores. repeated QaTagResult qa_tag_results = 5; } // Identifier. The name of the scorecard result. // Format: // projects/{project}/locations/{location}/qaScorecardResults/{qa_scorecard_result} string name = 1 [(google.api.field_behavior) = IDENTIFIER]; // The QaScorecardRevision scored by this result. string qa_scorecard_revision = 2 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/QaScorecardRevision" }]; // The conversation scored by this result. string conversation = 3 [(google.api.resource_reference) = { type: "contactcenterinsights.googleapis.com/Conversation" }]; // Output only. The timestamp that the revision was created. google.protobuf.Timestamp create_time = 4 [(google.api.field_behavior) = OUTPUT_ONLY]; // ID of the agent that handled the conversation. string agent_id = 5; // Set of QaAnswers represented in the result. repeated QaAnswer qa_answers = 6; // The overall numerical score of the result, incorporating any manual edits // if they exist. optional double score = 7; // The maximum potential overall score of the scorecard. Any questions // answered using `na_value` are excluded from this calculation. optional double potential_score = 8; // The normalized score, which is the score divided by the potential score. // Any manual edits are included if they exist. optional double normalized_score = 9; // Collection of tags and their scores. repeated QaTagResult qa_tag_results = 10; // List of all individual score sets. repeated ScoreSource score_sources = 11; }