An interaction is communication between two or more individuals or endpoints
(for example, V-Voice or a Contact IVR application), using a channel, such as a phone,
web chat, or email.
Interactions can be self-service, for example making a reservation through V-Voice,
interacting with an IVR, or querying a knowledge base.
Interactions can also be human or agent-oriented, such us interacting with a
customer service representative by phone or live chat.