Interaction

 We define as an Interaction any kind of specific communication between one Customer and one Agent.

The customer can engage communication choosing several interaction points and channels, like voice or video calls, mail, chat, social media messages and more.

The following are some examples of interaction between your organization agents and a customer:

• Email thread about a topic
• Web Chat Transcript communication
• Voice call
• Video call
• Social Media Message exchange
  

Each interaction is managed by one specific agent owner at any specific time. Such owner can also change during the interaction (in case of timeouts, unmanaged messages etc... etc...) however only one agent is the interaction owner considering any specific time.