CCAI insights Export

[Rhountu]

I want to export CCAI Insight data to Big query to have the transcript data for conversation.  HOW can i proceed that?

[ms4446]

How to Export CCAI Insights Data to BigQuery

Prerequisites:

• You have enabled CCAI Insights within your Google Cloud Project.
• You have a pre-existing BigQuery dataset to hold the exported data. If not, create a dataset following the guidelines here:https://cloud.google.com/bigquery/docs/datasets:https://cloud.google.com/bigquery/docs/datasets
• IAM Permissions: Ensure that your user account (or the service account running CCAI Insights) has the necessary IAM permissions for both CCAI Insights and BigQuery. This includes the ability to:
  • Read data from CCAI Insights
  • Write data into your BigQuery dataset
• Refer to the IAM documentation for more specific details on assigning permissions:https://cloud.google.com/bigquery/docs/control-access-to-resources-iam:https://cloud.google.com/bigquery/docs/control-access-to-resources-iam

Steps:

1. Navigate to the CCAI Insights Console:

   • Access the Contact Center AI Insights console within your Google Cloud Project.Look for sections labeled “Contact Center AI” or “CCAI Insights” in the main Google Cloud console menu. The exact navigation might change depending on updates and your project structure.

2. Initiate the Export:

   • Locate the "Export" functionality within the CCAI Insights console. (The specific button or menu option might be updated in future releases of CCAI Insights.)
   • In the "Export" dialog:
     • BigQuery Destination: Select your existing BigQuery dataset and table where you want to store the exported data.
     • Applying Filtering (Optional): To export only specific conversations,apply the available filters (e.g., by date,agent, topic, etc.). The available filtering options might change depending on CCAI Insights updates.
     • CMEK Protection (Optional): If your data is extremely sensitive, consider enabling Customer-Managed Encryption Keys (CMEK) to protect the data during export. See the documentation on CMEK with BigQuery:https://cloud.google.com/storage/docs/encryption/customer-managed-keys:https://cloud.google.com/storage/docs/encryption/customer-managed-keys
     • Write Disposition (Optional): Choose how the export will handle an existing table. Options might include appending, overwriting, or failing the export.

3. Start the Export: Click the "Export" button (or similar) to start the operation. Export time will depend on the amount of data you are exporting.

Accessing Transcript Data in BigQuery:

1. Go to the BigQuery Console: Access the BigQuery console in your project:https://cloud.google.com/bigquery:https://cloud.google.com/bigquery
2. Locate Your Dataset and Table: Find the dataset and table that you chose during the export.
3. Write Your SQL Query: Use SQL to query the transcript data. The exact query will depend on your specific table schema. Refer to the most up-to-date schema information in the official documentation:https://cloud.google.com/contact-center/insights/docs/export:https://cloud.google.com/contact-center/insights/docs/export

Example Query (Adjust as needed):

SELECT 
   conversation_name,
   transcript.turns[*].text -- Access transcript text (validate structure)
FROM 
  `your-project.your-dataset.your-table` 

Important Notes:

• Automation: If you need to export data to BigQuery regularly, consider automating the process using tools like Cloud Data Fusion,Cloud Functions, or Cloud Scheduler.
• Error Handling: If you encounter any issues,refer to the troubleshooting sections of the CCAI Insights and BigQuery documentation or reach out to Google Cloud support.

• Data Validation, Compliance, and Security:

  • Data Validation and Integrity Checks:

    • Count Checks: Execute queries to make sure that the expected number of records have made it into BigQuery. Compare the record count to your original source data.
    • Spot Checks: Examine random samples of the exported data to confirm the accuracy and consistency of things like the transcript text, speaker labels, timestamps, and any metadata.
    • Data Transformation Vigilance: Be aware of any data transformations that were applied during the export process. Inspect the data carefully to ensure there are no unintended transformation errors.

  • Compliance and Security:

    • Understand Applicable Regulations:Before working with sensitive customer data in BigQuery, familiarize yourself with the specific regulations that apply to your industry and location (e.g., GDPR, CCPA, HIPAA).
    • BigQuery Security Best Practices:Utilize the security features offered by BigQuery to protect sensitive data:
      • Role-Based Access Controls (RBAC):Carefully manage which users and services have access to your data to prevent unauthorized access.
      • Audit Logging: Enable audit logging to keep track of who is accessing and modifying your data.
      • Data Encryption: Use encryption for data at rest and in transit for optimal protection.

[Rhountu]

Thanks for the reply. when I tried to export the data from CCAI insights,  It accepts all the filled values of dataset and table and starts the operation and but it only ends in Export Failed error.

[ms4446]

Here are several troubleshooting steps you can take to resolve this issue:

1. Verification and Permissions:

• Double-check Data Input: Meticulously verify that the dataset and table names you entered in the export settings are accurate and that they actually exist in your BigQuery project. Typos or errors can lead to failures.
• Confirm Permissions: Ensure that the Google service account you are using for the export has the necessary BigQuery permissions. It will need permissions to create and write data to the specified dataset and table. Check the documentation on CCAI export for specific permission details.

2. Network and Connectivity:

• Reliable Connection: Ensure you have a strong and stable internet connection. If your connection is intermittent, the export process is likely to fail.
• Firewall/Proxy: If you are behind a firewall or proxy, verify that the needed Google Cloud endpoints are accessible from your network.Any restrictions could disrupt the export.

3. BigQuery Quotas and Limits:

• Exceeding Quotas: Inquire whether you are running up against any BigQuery quotas for your project. Exceeding quotas, such as the number of concurrent load jobs, can result in failures. Refer to the BigQuery documentation for current quota details:https://cloud.google.com/bigquery/quotas

4. Inspect Error Logs (Most Important):

• CCAI Insights Logs: Carefully examine the CCAI Insights export logs. These logs should provide more specific clues about why the export failed. Look for error messages that can guide you to the root cause.
• BigQuery Job History: If possible, inspect the job history for the export in your BigQuery project. This might provide additional insights into what went wrong.

5. Retrying and Support:

• Retry Export: After addressing any potential issues you have identified, attempt the export process again.
• Contact Google Support: If the errors persist after trying these initial troubleshooting steps,the best course of action is to reach out to Google Cloud Support. They will have access to more detailed logs and can provide tailored assistance for your specific situation.

[Rhountu]

Where can I find CCAI insight export logs?

[ms4446 · Accepted solution]

To find export logs for CCAI (Contact Center AI) Insights, you would typically look in Google Cloud's logging and monitoring tools. Here's how you can proceed:

1. Google Cloud Logging:

   • Access the Google Cloud Console.
   • Navigate to the "Logging" section. This can be found under the "Operations" suite or by searching for "Logging" in the top search bar.
   • In the Logging section, you can filter logs by the specific Google Cloud service (in this case, CCAI Insights) and other parameters like time range, log level, etc.

2. Filter by Resource and Log Type:

   • In the logs explorer, you'll need to set the appropriate resource type that corresponds to CCAI Insights. This might be labeled under a specific category related to Google's AI or Contact Center services.
   • Look for log types that are related to data export operations. The exact log type will depend on how CCAI Insights logs export activities.

3. Export Logs:

   • If you have set up log exports for your CCAI Insights, you can find these logs in the destination you configured, such as a BigQuery dataset, Cloud Storage bucket, or a Pub/Sub topic.

4. Audit Logs:

   • Check if Cloud Audit Logs are enabled for your project. Audit logs provide a record of actions in your Google Cloud environment, which might include data export activities from CCAI Insights.

5. Documentation and Support:

   • Refer to the Google Cloud documentation for specific instructions related to logging for CCAI Insights. The documentation might provide more detailed steps or specific queries to use.
   • If you're unable to find the logs or need more detailed information, consider reaching out to Google Cloud support.