Interaction

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.