Interaction Lifecycle Stages (active, ended, finalized, completed)

Modified on Tue, 27 Aug at 2:18 PM

An overview of the different lifecycle stages for Talkative interactions.

Overview

Talkative interactions have four timestamps

Created - the time the interaction starts
Ended - the time the interact ends, either by the customer or agent ending the interaction
Completed - the time the agent finishes wrapping up the ended interaction
Finalized - the time the interaction ends and can no longer be updated

After an interaction has been created, it is Active.

Ended, but not Finalized

An ended interaction has been ended by the customer or agent, but the customer was connected with an agent when the interaction ended. Ended but not Finalized interaction won't ever be abandoned interactions.

Ended and Finalized, but not Completed

An ended interaction, which has been Finalized, is typically an abandoned interaction (ended by a customer before an agent connected).

Ended, Finalized, and Completed

An interaction which is Completed, has been handled by an agent, been ended, and then the wrap up stage has been completed. A Completed interaction cannot have been abandoned, since the agent has wrapped it up.

Finalized timestamp is added:

when an interaction is ended due to customer abandonment
when an interaction is wrapped up and marked completed by an agent
when an interaction is timed out after 36 hours by the Talkative system (external router and standalone)
if the task router reservation times out after 24 hours.

Interactions will only send to CRM after the are Finalized.

Under the general CRM connector and ADF connector, you can choose to either:

• Send all interactions (once they are Finalized), or;

• Only send Completed interactions (those wrapped up by agents)

Other connectors will send all interactions.