Interaction states

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Genesys Cloud provides interaction states to describe the current condition of an interaction throughout its lifetime. Interactions can be in several states like Contacting, Dialing, Connected, and Disconnected. The timeline shows the interaction's states and disconnect reasons for each state. Developers can access analytics conversation details and conversation data from the conversation service to get information about interaction states. Genesys Cloud scripts map the Contacting and Dialing states to Connecting for the Scripter.InteractionState variable, so scripts using this variable show Contacting and Dialing as Connecting. Interaction states provide visibility into an interaction's progression.

An interaction’s state describes its current condition. An interaction can be in several states during its lifetime. You can see an interaction’s states and the disconnect reason for each state in its timeline.

For more information about interaction states when you request analytics conversation details, see Conversation Detail Data Model on the Developer’s Center.

For more information about interaction states when you request conversation data from the conversation service, see Conversations overview in the Developer’s Center.

Note: Genesys Cloud scripts map the Contacting and Dialing interaction states to Connecting for the Scripter.Interaction State variable. That means that scripts that include the Scripter.Interaction State variable show both the Contacting and Dialing states as Connecting.

For more information, see Conversation in the Developer Center.

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Interaction states

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