Google Contact Center AI Insights Metrics

Ship your Google Contact Center AI Insights Metrics via Telegraf to your Logit.io Stack

Follow the steps below to send your observability data to Logit.io

Metrics

Configure Telegraf to ship Google Contact Center AI Insights metrics to your Logit.io stacks via Logstash.

Install Integration

Please click on the Install Integration button to configure your stack for this source.

Set Credentials in GCP

@intro

Begin by heading over to the 'Project Selector' (opens in a new tab) 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>
```

Install Telegraf

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

Choose the installation method for your operating system:

When you paste the command below into Powershell it will download the Telegraf zip file. Once that is complete, press Enter again and the zip file will be extracted into C:\Program Files\InfluxData\telegraf\telegraf-1.31.2.

wget https://dl.influxdata.com/telegraf/releases/telegraf-1.31.2_windows_amd64.zip -UseBasicParsing -OutFile telegraf-1.31.2_windows_amd64.zip 
Expand-Archive .\telegraf-1.31.2_windows_amd64.zip -DestinationPath 'C:\Program Files\InfluxData\telegraf'

Configure the Telegraf input plugin

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 = [
	"@metric_type",
  ]
 
  ## 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 (opens in a new tab)

Configure the output plugin

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://@metricsUsername:@metricsPassword@@metrics_id-vm.logit.io:@vmAgentPort/api/v1/write"
  data_format = "prometheusremotewrite"
 
  [outputs.http.headers]
    Content-Type = "application/x-protobuf"
    Content-Encoding = "snappy"

Start Telegraf

From the location where Telegraf was installed (C:\Program Files\InfluxData\telegraf\telegraf-1.31.2) run the program providing the chosen configuration file as a parameter:

.\telegraf.exe --config telegraf-demo.conf

Once Telegraf is running you should see output similar to the following, which confirms the inputs, output and basic configuration the application has been started with: Powershell Telegraf information

View your metrics

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.

How to diagnose no data in Stack

If you don't see data appearing in your stack after following this integration, take a look at the troubleshooting guide for steps to diagnose and resolve the problem or contact our support team and we'll be happy to assist.

Telegraf Google Contact Center AI Insights Platform metrics Overview

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 (opens in a new tab) service.

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