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.



Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article