CCAI platform webhook connection

sariga · 01-01-2024 12:26 AM

Hi

I'm working on a project in ccai platform. is there a way I can get the realtime agent status. or the details of the user agent is speaking.

How to use ccai platform api can someone guide me? I tried connecting the webhook but when the agent is connected the webhook is not getting triggered.

xavidop

hi!

You can enable the Bigquery integration so that you can see all the interactions of your users with your agents: https://cloud.google.com/dialogflow/cx/docs/concept/export-bq

There are also analytics: https://cloud.google.com/dialogflow/cx/docs/concept/analytics

Best,

Xavi

travellerdan

Hi Xavi,
Is there a solution for CCAI Platform analytics?

The DFCX export appears to be only cover virtual agents. We're looking for a solution to report on call handling metrics across human agents, teams and queues.

xavidop

yes: https://cloud.google.com/contact-center/insights/docs

travellerdan

Thanks, I tried this and love the intel it generates, but it doesn't include call and session metrics such as wait-time, handling-time, etc.

From what I am learning, I can access them via:

export these using the CSV reports feature
interrogate the reporting API and process the data that way.
Export sessions to an Alvaria Integration

Am I missing something? I have configured exports for DFCX, AA and Insights, but the raw CCAIP metrics piece of the puzzle eludes me.

xavidop

I believe the only metrics available are the ones you mentioned:

1. CCAI Reporting API

2. Dialogflow CX Analytics: https://cloud.google.com/dialogflow/cx/docs/concept/analytics

3. Dialogflow CX Conversations: https://cloud.google.com/dialogflow/cx/docs/concept/conversation-history

Best,

Xavi