An overview of the different lifecycle stages for Talkative interactions.
Overview
Talkative interactions have four timestamps
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.
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