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State

Purpose: Describes a State Resource.

Description

Describes one of the service states.

Throughout their lifecycle, services go through states such as:

  • customer identification
  • agent assignment
  • service delivery

The exact sequence of states depends on the steps which your customer service application implements (for example, IVR, orchestration, or agent application). Your application is responsible for starting and completing states, but also for managing state transitions. Each State can also contain nested Task resources (zero or more) that your application should manage as well.

Resource

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
state_id integer yes The 32-bit integer ID of the state, assigned by the UCS when the state is started.
state_type long or string yes The unique ID associated with the state type. For instance, this ID can be the DB ID of a value in the Service Type Business Attribute.

Enumerated values could be one of the following:

  1. Customer identification
  2. Service identification
  3. Assign service agent
  4. Waiting for service agent
  5. Offering another service while waiting for agent
  6. Offering callback
  7. Callback pending
  8. Delivering service
  9. Waiting for customer input
  10. Offering another service while delivering service


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

service_id integer yes/no The service's unique ID if the state is not part of a top-level service resource which includes a service ID.<ref name="toplevel">Only top-level representations include this field. For instance, if your application retrieves a service which includes nested states and tasks, only the top-level service resource contains this ID.</ref>
started State Start Event yes Related start event.
This field should not repeat the "est_duration" field, if it already exists.
completed State End Event no The related end event if the state is completed.
This field should not repeat the "disposition" and "disposition_desc" fields if they already exist.
est_duration integer no The estimated time for completing the state, in seconds.
duration integer no The total duration, in milliseconds.
Only relevant for completed states.
disposition long or string no ID of the Business disposition ID.
Only relevant for completed states.
disposition_desc string no The reason for assigning the business disposition with the service element. Limited to 256 characters.
active_tasks Task[] no The array of tasks that are started but not yet complete.
completed_tasks Task[] no The array of Task that are complete.
<extension> Any JSON type no Task attached data as key-value pairs. You can add as many key-value pairs as needed.

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This page was last modified on 7 September 2018, at 03:34.