The Insights block allows you to export data from the CCAI Insights solution and analyze it in Looker. The flexibility of the data model gives you the ability to integrate Insights data with other first party data to unlock deep business insights. Before utilizing this block, you will need to follow the instructions for exporting the CCAI Insights data.
- Copy each of files from the dashboards, models and views folders into a new LookML Project.
- Copy the manifest.lkml file into the LookML project.
- Update the db_connection_name constant in the manifest file with your db connection name.
- Update the insights_table constant in the manifest file with your Insight export's dataset.table name.
Note: This Looker block is compatible with BQ Schema *v4 *and higher
- Data Model: translates the CCAI Insights export schema and allows for customization of metrics.
- One Explore: user-friendly point and click interface for performing ad-hoc queries.
- Call Center Performance: Executive dashboard displaying high-level metrics intended for call center management.
- Agent Performance: Performance metrics for an individual agent, linked from the Agent ID dimension.
- Agent Operations: Performance metrics for agents in aggregate.
- Conversation Lookup Dashboard: Detailed transcript and sentiment analysis for an individual conversation, linked from the Conversation Name dimension.
Common LookML Error: "Ensure the database connection is working and the modeled syntax is appropriate to the connections SQL dialect. Query execution failed: - Name agents not found insight insights_data at [13:32]" The Insights BQ export schema is still on v3 whereas the field "agents" is a nested field in v4+ schemas. You may need to request to allowlist your instance to a later version and recreate the BQ export.