Post-interaction processing

Overview

When an interaction concludes and all parties disconnect, you can set your interaction plan to trigger a post-interaction process. This allows you to bridge the gap between a live conversation and your follow-up workflows without manual intervention.

You can set a post-interaction process for both voice and digital interactions.

How it works

• Automatic activation: The route is triggered the moment the interaction ends.

• Data continuity: All data sources from the active interaction are passed to the route. This includes:

  • Call Identifier: CLID.

  • Context: Dialed Number and Language.

  • Results: The specific Interaction Outcome.

You can use standard applets within the target route to automate post-call logic:

Unattended interaction plan type

VCC offers an interaction plan specifically for post-call processing called the Unattended plan type, with which no active presence is required. Unlike standard plans, the Unattended plan runs without an interaction present. It processes logic independently after the interaction has technically ended.

This interaction plan type only includes applets compatible with post-processing tasks:

• Data Connector

• Data Router

• Loop counter

• Pause

• Route To Interaction Plan

• Schedule Router

• Send Email

• Set Data Source

For information on creating new interaction plans, see How do I create a new interaction plan? in the Interaction Plans Manager section.

Configure Post-interaction process

To link a post-interaction process to a live interaction plan, perform the following steps:

1. Go to Interaction Plans > Architect. For more information, see Accessing Interaction Plans Architect.

2. In the Interaction Plan Configuration section, select the interaction plan for which you are setting post-interaction processing.

3. Click Display Selection.

4. The system displays the following fields under Interaction Plan Directory:

   • Applet List,

   • Applet Manager,

   • Transfer Manager, and

   • Service and visualisation

5. Go to Set post interaction processing and select the route you want to initiate when the call ends.

6. Click Set to finalize.