Also known as an IxN. A media-specific exchange of information. Interaction types include telephone calls, e-mail exchanges, and instant-message sessions.
In the broad sense, an attempted communication between a customer and a contact center, in either direction. The attempt may be successful or not; it has a media type; it may give rise to other interactions (as when an incoming e-mail gives rise to an automatic acknowledgment); and it may belong to a series of related interactions, known collectively as a thread .
In the narrow sense, a software object that is created by a server and represents an interaction in the broad sense.
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