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| | = Metadata = | | = Metadata = |
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| − | ==Interaction Lifecycle==
| + | {{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/Callback-combined#Metadata.}} |
| − | Every Callback 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 Callback), to the end (closing Callback), 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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| − | submitted
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| − | cancelled
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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 Callback. Here are several sequences of events in the lifecycle that correspond to different scenarios.
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| − | The user opened Callback but changed their mind and closed it without entering any information:
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| − | ready -> opened -> cancelled -> closed
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| − | The user started filling out the form but closed Callback without submitting the callback request:
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| − | ready -> opened -> started -> cancelled -> closed
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| − | The user started filling out the form and submitted it successfully:
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| − | ready -> opened -> started -> submitted -> completed -> closed
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| − | {{NoteFormat|For a list of all Callback events, see [[CallbackEvents|API Events]].|2}} | |
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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 Callback interaction, these values will be updated.
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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 callback 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 Callback was offered and accepted proactively.
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| − | |-
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| − | | prefilled
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| − | | boolean
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| − | | Indicates the 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 form was submitted automatically, usually after being prefilled.
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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 after submitting the form. 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 Callback was opened.
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| − | |-
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| − | | started
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| − | | integer (timestamp)
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| − | | Timestamp indicating when the user started entering information into the form.
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| − | |-
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| − | | cancelled
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| − | | integer (timestamp)
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| − | | Timestamp indicating when the callback request is cancelled. Cancelled refers to when a user abandoned the interaction by closing Callback before scheduling a callback.
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| − | |-
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| − | | completed
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| − | | integer (timestamp)
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| − | | Timestamp indicating when the callback request was sent successfully.
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| − | |-
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| − | | closed
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| − | | integer (timestamp)
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| − | | Timestamp indicating when Callback was closed.
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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 entering information to when the user cancelled or completed the interaction.
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| − | |-
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| − | |}
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| − | <br />
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| | [[Category:V:PSAAS:Public]] | | [[Category:V:PSAAS:Public]] |
