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Purpose: Describes the Service resource.


Provides a consolidated view of the service information.

Services are customer commitments defined by the business application (IVR, Orchestration, Agent, etc.) which interacts with the customer. Each service potentially spans multiple interactions over a variety of media channels. Each service can be divided into States which include a list of Tasks. The service is completed once the states and their tasks are completed. Your application is responsible for state transitions and task management. The service resources (creation, start, or end) are managed through Service Operations, which update the service information through service events (Start Event and End Events).


This table lists the resource fields that your application can deal with through operations. According to the operation, your application may not use the totality of the resource.

Field Type Mandatory Description
service_type long or string yes The unique ID associated with the type of service, typically, the DB ID of a value in the Service Type Business Attribute.

Refer to Configuration Options for more details about Business Attribute mapping.

service_id integer yes The service's unique ID.<ref name="toplevel">Only top-level objects include this field. For instance, if your application retrieves a service which includes nested states and tasks, only the top-level service object contains this ID.</ref>
started Service Start Event yes Start event (see Start Service).
This event should not include the "est_duration" field, if it already exists at the service level.
completed Service End Event no The related end event if the service is completed (see Complete Service).
This field should not include the "disposition" and "disposition_desc" fields if they already exist at the service level.
customer_id string no The customer's unique ID<ref name="toplevel"/>. If the service has no customer ID, the service is Anonymous Service.
est_duration integer no The estimated time for completing the service, in seconds.
duration integer no The total duration in milliseconds.
Only relevant for completed services.
disposition long or string no ID of the Business disposition ID.
Only relevant for completed services.
disposition_desc string no The reason for assigning the business disposition with the service element. Limited to 256 characters.
active_states State[] no The array of the started states which are not completed.
completed_states State[] no The array of completed states through which the service has made transitions.
active_tasks Task[] no The array of the started tasks which are not complete.
completed_tasks Task[] no The array of the tasks which are complete as part of the service delivery.
interactions Interaction[] no The array of the interactions which are associated with this service.
<extension> Any JSON type no Task attached data as key-value pairs. You can add as many key-value pairs as needed.

<references />

Related Operations

This page was last edited on September 7, 2018, at 10:34.
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