path: root/third_party/googleapis/google/cloud/contactcenterinsights/v1/resources.proto

// Copyright 2022 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 = "google.golang.org/genproto/googleapis/cloud/contactcenterinsights/v1;contactcenterinsights";
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/Participant"
  pattern: "projects/{project}/conversations/{conversation}/participants/{participant}"
  pattern: "projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}"
};

// The conversation resource.
message Conversation {
  option (google.api.resource) = {
    type: "contactcenterinsights.googleapis.com/Conversation"
    pattern: "projects/{project}/locations/{location}/conversations/{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;
  }

  // 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 20 labels per
  // conversation is allowed, with a maximum of 256 characters per entry.
  map<string, string> labels = 6;

  // 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. 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<string, DialogflowIntent> 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}"
  };

  // 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];
}

// 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<string, Entity> entities = 3;

    // Overall conversation-level sentiment for each channel of the call.
    repeated ConversationLevelSentiment sentiments = 4;

    // All the matched intents in the call.
    map<string, Intent> intents = 6;

    // All the matched phrase matchers in the call.
    map<string, PhraseMatchData> phrase_matchers = 7;

    // Overall conversation-level issue modeling result.
    IssueModelResult issue_model_result = 8;
  }

  // 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;
}

// 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;
}

// 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;
  }

  // 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<string, string> 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 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;
  }

  // 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. 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
  ];
}

// 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];
}

// 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<string, IssueStats> 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 phase 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 settings resource.
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;
  }

  // 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.
  // * "update-conversation": Notify each time a conversation is updated via
  // UpdateConversation.
  //
  // Values are Pub/Sub topics. The format of each Pub/Sub topic is:
  // projects/{project}/topics/{topic}
  map<string, string> pubsub_notification_settings = 6;

  // Default analysis settings.
  AnalysisConfig analysis_config = 7;
}

// An annotation that was generated during the customer and agent interaction.
message RuntimeAnnotation {
  // 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;
  }

  // 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;
}

// 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<string, string> 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<string, string> 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<string, string> 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<string, string> 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;
}

// 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.
  string value = 5;
}