Google Contact Center AI Insights Metrics via Telegraf

Google Contact Center AI Insights is an exclusive aggregation of services encapsulated within Google Cloud. It's intentionally designed for the creation, deployment, and management of asynchronous task queues, fostering secure and efficient coordination between various software entities in a cloud-driven landscape.

• Begin by heading over to the 'Project Selector' and select the specific project from which you wish to send metrics.
• Progress to the 'Service Account Details' screen. Here, assign a distinct name to your service account and opt for 'Create and Continue'.
• In the 'Grant This Service Account Access to Project' screen, ensure the following roles: 'Compute Viewer', 'Monitoring Viewer', and 'Cloud Asset Viewer'.
• Upon completion of the above, click 'Done'.
• Now find and select your project in the 'Service Accounts for Project' list.
• Move to the 'KEYS' section.
• Navigate through Keys > Add Key > Create New Key, and specify 'JSON' as the key type.
• Lastly, click on 'Create', and make sure to save your new key.

Now add the environment variable for the key

On the machine run:

export GOOGLE_APPLICATION_CREDENTIALS=<your-gcp-key>

This integration allows you to configure a Telegraf agent to send your metrics, in multiple formats, to Logit.io.

Telegraf is a flexible server agent equipped with plug-in support, useful for sending metrics and events from data sources like web servers, APIs, application logs, and cloud services.

To ship your metrics to Logit.io, we will integrate the relevant input and outputs.http plug-in into your Telegraf configuration file.

Choose the install for your operating system below to get started:

Windows

wget https://dl.influxdata.com/telegraf/releases/telegraf-1.19.2_windows_amd64.zip

Download and extract to: C:\Program Files\Logitio\telegraf\

Configuration file: C:\Program Files\Logitio\telegraf\

MacOS

brew install telegraf

Configuration file x86_64 Intel: /usr/local/etc/telegraf.conf Configuration file ARM (Apple Silicon): /opt/homebrew/etc/telegraf.conf

Ubuntu/Debian

wget -q https://repos.influxdata.com/influxdata-archive_compat.key
echo '393e8779c89ac8d958f81f942f9ad7fb82a25e133faddaf92e15b16e6ac9ce4c influxdata-archive_compat.key' | sha256sum -c && cat influxdata-archive_compat.key | gpg --dearmor | sudo tee /etc/apt/trusted.gpg.d/influxdata-archive_compat.gpg > /dev/null
echo 'deb [signed-by=/etc/apt/trusted.gpg.d/influxdata-archive_compat.gpg] https://repos.influxdata.com/debian stable main' | sudo tee /etc/apt/sources.list.d/influxdata.list

sudo apt-get update
sudo apt-get install telegraf

Configuration file: /etc/telegraf/telegraf.conf

RedHat and CentOS

cat <<EOF | sudo tee /etc/yum.repos.d/influxdata.repo
[influxdata]
name = InfluxData Repository - Stable
baseurl = https://repos.influxdata.com/stable/\$basearch/main
enabled = 1
gpgcheck = 1
gpgkey = https://repos.influxdata.com/influxdata-archive_compat.key
EOF

sudo yum install telegraf

Configuration file: /etc/telegraf/telegraf.conf

SLES & openSUSE

zypper ar -f obs://devel:languages:go/ go
zypper in telegraf

Configuration file: /etc/telegraf/telegraf.conf

FreeBSD/PC-BSD

sudo pkg install telegraf

Configuration file: /etc/telegraf/telegraf.conf

Read more about how to configure data scraping and configuration options for Telegraf

First you need to set up the input plug-in to enable Telegraf to scrape the GCP data from your hosts. This can be accomplished by incorporating the following code into your configuration file:

# Gather timeseries from Google Cloud Platform v3 monitoring API
[[inputs.stackdriver]]
  ## GCP Project
  project = "<your-project-name>"

  ## Include timeseries that start with the given metric type.
  metric_type_prefix_include = [
    "contactcenterinsights.googleapis.com",
  ]

  ## Most metrics are updated no more than once per minute; it is recommended
  ## to override the agent level interval with a value of 1m or greater.
  interval = "1m"

Read more about how to configure data scraping and configuration options for Stackdriver

Once you have generated the configuration file, you need to set up the output plug-in to allow Telegraf to transmit your data to Logit.io in Prometheus format. This can be accomplished by incorporating the following code into your configuration file:

[[outputs.http]]
  
  url = "https://<your-metrics-username>:<your-metrics-password>@<your-metrics-stack-id>-vm.logit.io:0/api/v1/write"
  data_format = "prometheusremotewrite"

  [outputs.http.headers]
    Content-Type = "application/x-protobuf"
    Content-Encoding = "snappy"

Windows

telegraf.exe --service start

MacOS

telegraf --config telegraf.conf

Linux

sudo service telegraf start

for systemd installations

systemctl start telegraf

Data should now have been sent to your Stack.

View my data

If you don't see metrics take a look at How to diagnose no data in Stack below for how to diagnose common issues.

If you don't see data appearing in your Stack after following the steps, visit the Help Centre guide for steps to diagnose no data appearing in your Stack or Chat to support now.

Telegraf, the versatile open-source server agent from InfluxData, is designed for collecting metrics and data from various sources, tailored to enhance monitoring and analytics. A noteworthy integration is with Google Contact Center AI (CCAI) Insights, a part of Google Cloud's suite of artificial intelligence tools aimed at transforming contact centers through AI-powered conversation analysis and insights. Google CCAI Insights provides deep analysis of contact center interactions to improve customer service experience, operational efficiency, and agent performance by leveraging advanced natural language understanding and machine learning technologies.

Integrating Telegraf with Google Contact Center AI Insights enables organizations to monitor and analyze the performance and effectiveness of their contact center operations in real time. This capability is critical for customer service managers and IT teams focused on optimizing contact center interactions, understanding customer sentiments, and identifying trends and areas for improvement. Metrics such as call duration, resolution times, customer satisfaction scores, and AI response effectiveness are vital for assessing the quality of customer service, agent performance, and the overall efficiency of contact center operations.

However, the complexity and volume of data generated from analyzing contact center interactions pose significant challenges in terms of data management, analysis, and visualization. Logit.io offers a comprehensive solution by providing an advanced analytics platform that simplifies the processing and visualization of metrics from Telegraf and Google CCAI Insights.

With Logit.io, businesses can enhance their contact center analytics capabilities, enabling them to gain actionable insights into customer interactions, improve customer satisfaction, and optimize contact center performance. The platform's advanced analytics and visualization tools support data-driven decision-making, facilitating the identification of trends, patterns, and opportunities for improvement in contact center operations.

In addition, to delve into our Google data integration capabilities and maximize your data management, explore Google Workflow and Memory Store Memcached metrics for a comprehensive approach to enhancing your organization's performance and decision-making processes. Seamless integration is one of the core strengths of Logit.io's GCP logging service.