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Interaction configuration overview

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Interaction configuration overview

Configure the behavior of an interaction by determining the routine behavior for each state that the interaction goes through during the life cycle.

Interaction framework

Configure each of the following interaction components to determine the behavior and life cycle.
  • Lists: Configure the interaction list view. You can also extend the interaction table.
  • Forms: Configure the form view to tailor interactions for each application.
  • UI actions: Advance the interaction through the interaction life cycle. You can also amend supplied interaction behavior, like creating a case or attaching a file, by copying an existing base system UI action and making changes.
  • Connectors: Tap in to the interaction life cycle. Determine the routine behavior for an interaction at each point in the life cycle. Define the channel where communication takes place, for example, chat or phone.
  • Queues: Determine how interactions get routed.

Interaction states

States determine the behavior for interactions. For each state of the interaction life cycle, you determine which routine actions to perform. For example, the On Created state would have a script that creates an interaction and then adds the end user as the 'opened for'. The script then sends a message to the end user to let them know that the interaction has been opened.

Interactions advance through the state life cycle using UI actions. Business rules transition interactions from state to state. Business rules also evaluate routing and assignment rules.

Table 1. States
State Description Connector Hook
New An interaction is inserted into the interaction table On Created
Queued The Queue field is filled or changed on a record that was in a New state On Queued
Waiting For Agent The interaction is in an auto-assignment queue that has no agents with available capacity. N/A
Pending Accept A receiving agent has been identified, but the agent has not yet accepted the interaction. N/A
Work In Progress An agent accepts an unassigned interaction On Assigned
Closed Complete The agent or consumer intentionally closes the interaction On Closed
Closed Abandoned The interaction is closed because the consumer disconnects or is unresponsive On Abandoned
Error Something unexpected happened that IMS could not recover from On Error
Figure 1. Interaction state model
State model showing how business rules connect each of the interaction states together