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| | = Metadata = | | = Metadata = |
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| − | ==Interaction Lifecycle==
| + | {{Template:PEC_Migrated}} |
| − | Every WebChat interaction has a sequence of events we describe as the 'Interaction Lifecycle'. This is a sequence of events that tracks progress and choices from the beginning of an interaction (opening WebChat), to the end (closing WebChat), and every step in between.
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| − | The following events are part of the Interaction Lifecycle:
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| − | ready
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| − | opened
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| − | started
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| − | cancelled
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| − | submitted
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| − | completed
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| − | closed
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| − | ==Lifecycle Scenarios==
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| − | An Interaction Lifecycle can vary based on each user's intent and experience with WebChat. Here are several sequences of events in the lifecycle that correspond to different scenarios.
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| − |
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| − | The user opened WebChat but changed their mind and closed it without starting a chat session:
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| − | ready -> opened -> cancelled -> closed
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| − |
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| − | The user started a chat session but ended it before an agent connected. Perhaps it was taking too long to reach someone:
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| − | ready -> opened -> started -> cancelled -> closed
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| − |
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| − | The user started a chat, met with an agent, and the session ended normally:
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| − | ready -> opened -> started -> submitted -> completed -> closed
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| − |
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| − | {{NoteFormat|For a list of all WebChat events, see [[WebChatEvents|API Events]].|2}}
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| − |
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| − | == Metadata ==
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| − | Each event in the Interaction Lifecycle includes the following block of metadata. By default, all values are set to <tt>false</tt>. As the user progresses through the lifecycle of a WebChat interaction, these values will be updated.
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| − |
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| − | The metadata block contains boolean state flags, counters, timestamps, and elapsed times. These values can be used to track and identify trends or issues with chat interactions. During run-time, the metadata can help you offer a smart and dynamic experience to your users.
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| − | <br /><br />
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| − | === Reference ===
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| − | {|
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| − | |-
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| − | ! Name
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| − | ! Type
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| − | ! Description
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| − | |-
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| − | | proactive
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| − | | boolean
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| − | | Indicates this chat session was started proactively.
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| − | |-
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| − | | prefilled
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| − | | boolean
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| − | | Indicates the registration form was prefilled with info automatically.
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| − | |-
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| − | | autoSubmitted
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| − | | boolean
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| − | | Indicates the registration form was submitted automatically, usually after being prefilled.
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| − | |-
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| − | | coBrowseInitiated
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| − | | boolean
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| − | | Indicates that a Co-browse session was started at some point during the chat session.
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| − | |-
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| − | | filesUploaded
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| − | | integer
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| − | | Current number of files uploaded during chat session.
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| − | |-
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| − | | numAgents
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| − | | integer
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| − | | Current number of agents that have connected to the chat session.
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| − | |-
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| − | | userMessages
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| − | | integer
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| − | | Current number of messages sent by user.
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| − | |-
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| − | | agentMessages
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| − | | integer
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| − | | Current number of messages sent by agents.
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| − | |-
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| − | | systemMessages
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| − | | integer
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| − | | Current number of system messages received.
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| − | |-
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| − | | errors
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| − | | array/boolean
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| − | | An array of error codes encountered during chat session. If no errors, this value will be false.
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| − | |-
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| − | | form
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| − | | object
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| − | | An object containing the form parameters when the form is submitted.
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| − | |-
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| − | | opened
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| − | | integer (timestamp)
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| − | | Timestamp indicating when WebChat was opened.
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| − | |-
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| − | | started
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| − | | integer (timestamp)
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| − | | Timestamp indicating when chat session started.
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| − | |-
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| − | | cancelled
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| − | | integer (timestamp)
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| − | | Timestamp indicating when the chat session was cancelled. Cancelled refers to when a user ends a chat session before an agent connects.
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| − | |-
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| − | | completed
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| − | | integer (timestamp)
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| − | | Timestamp indicating when the chat session ended normally. Completed refers to when a user or agent ends a chat after an agent connected.
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| − | |-
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| − | | closed
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| − | | integer (timestamp)
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| − | | Timestamp indicating when WebChat was closed.
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| − | |-
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| − | | agentReached
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| − | | integer (timestamp)
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| − | | Timestamp indicating when the first agent was reached, if any.
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| − | |-
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| − | | supervisorReached
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| − | | integer (timestamp)
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| − | | Timestamp indicating when the first agent supervisor was reached, if any.
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| − | |-
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| − | | elapsed
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| − | | integer (milliseconds)
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| − | | Total elapsed time in milliseconds from when the user started the chat session to when the chat session ended.
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| − | |-
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| − | | waitingForAgent
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| − | | integer (milliseconds)
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| − | | Total time in milleseconds waiting for an agent from when the user started the chat session to when an agent connected to the session.
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| − | |-
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| − | |}
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| − | <br />
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| | + | {{NoteFormat|Documentation for this software has moved to a new home. Please update links and bookmarks to content hosted at https://all.docs.genesys.com/WID/Current/SDK/WebChat-combined#Metadata.}} |
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| | [[Category:V:PSAAS:Public]] | | [[Category:V:PSAAS:Public]] |
