INTERACTION_X

The INTERACTION_X table is a core part of Syntelate XA. It contains one record for every interaction with a customer, regardless of channel. This includes interactions that are completed, in progress, and pending.

For pending interactions, the Worklist Engine looks at various fields of the INTERACTION_X table to determine when to pick up an interaction record and to which agent it should pass the record. For example, the LKTL_RETRYAFTER field, when it is populated, defines the time at which the Worklist Engine should start trying to pass the record to an agent.

The X in INTERACTION_X represents a unique number for the universe. Each universe has its own INTERACTION_X table.

To import records of outbound calls to make into INTERACTION_X, use the Worklist Manager (WLM) Importer.

The following is a description of the system (“LKTL”) fields of an INTERACTION_X table. You can also add your own fields to this table, say for a script.

Field	Description
LKTL_CLIENTNO	A unique ID for the interaction record.
LKTL_AGENTGROUPNO	Where set, the Worklist Engine will only pass the interaction record to an agent who is a member of this agent group. References the AgentGroupNo field of AGENTGROUPS.
LKTL_AGENTNAME	The agent who (last) handled the interaction record. References the DESCRIPTION field of AGENT. The name stored in this field is what you see in the Agent Name column of the Agents grid on the Configuration Desktop.
LKTL_AGENTNOTES	Notes saved by the agent against the interaction record. In the Designer, associate a Multiline text box with this field to allow agents to save notes.
LKTL_APPTCANCELLED
LKTL_CALLLOGID
LKTL_CALLTYPE
LKTL_CBPRIORITY	A number representing the priority of the interaction record, where 1 is the highest priority and higher numbers are of a lower priority. The Worklist Engine looks at this when deciding what interaction to next pass an agent.
LKTL_CHATTYPE	For a chat, the type of chat, for example FACEBOOK, TWITTER, or WEBCHAT.
LKTL_CLI	For inbound voice calls, the customer’s telephone number (CLI = Calling Line Identification).
LKTL_CLTCREATE	The date and time when the interaction record was created.
LKTL_COMPLETECODE	The completion code used to end the interaction. References the CODE field of COMPLETION_CODES.
LKTL_COMPLETED	Defines whether the call is completed (Y or N). The Worklist Engine only picks up records that are not yet completed.
LKTL_CPGNO	The universe. References the UNIVERSE_ID field of the UNIVERSE view.
LKTL_DDI	For inbound voice calls, the DDI (Direct Dial In) number that was dialed.
LKTL_DONOTCALL
LKTL_EXCLUDEDAGENTID
LKTL_INTERACTIONTYPE	The type of interaction, for example OUTBOUND or FACEBOOK. References the INTERACTIONTYPE_COD field of INTERACTIONTYPE.
LKTL_ISPRIVATE	Defines whether a social media chat is private (Y) or public (N). Syntelate XA currently supports private social media chats, not public, so this value should be Y.
LKTL_LANDLINENUMBER	The customer’s landline number.
LKTL_LANGUAGE
LKTL_LASTAGENT	The agent who last saved the interaction record. References the AGENTNAME field of AGENT. The name stored in this field is the agent's Syntelate XA username.
LKTL_LASTSAVED	The date and time when the interaction record was last saved.
LKTL_LIFO	A date and time to be used for “last in first out” ordering. Where populated, the Worklist Engine prioritizes records with a more recent date and time in this field over records with an older date and time.
LKTL_MOBILENUMBER	The customer’s cell phone number.
LKTL_MSGRESPDATE
LKTL_MSGRESPONSE
LKTL_NEXTDIALNUMBER	Used for auto-dial (where Syntelate XA automatically dials an outbound call when an interaction record pops to the agent). Defines the phone number that Syntelate XA should dial. Use in conjunction with LKTL_PREVIEWDELAY.
LKTL_NUMTRIES	For an outbound call, the number of retries left. Syntelate XA decrements this by 1 each time that a call is completed with a completion code that has RETRYINTERVAL set: see COMPLETION_CODES. When 0, the Worklist Engine will stop trying to push this record to an agent.
LKTL_PHONENUMBER
LKTL_POPTIME	The time that the record popped to the agent. This field is populated when the record is saved. In the case of records that are popped more than once, for example in the case of a callback, then the existing LKTL_POPTIME is overwritten with the new pop time. LKTL_POPTIME is also saved to the INTERACTION_X_HISTORY table.
LKTL_PREVIEWDELAY	Where you wish an outbound voice call to be auto-dialed, this field provides the number of seconds that Syntelate XA should allow the agent to preview the record before dialing the customer. Set to 0 to dial the customer immediately or to null to disable auto-dial.
LKTL_QTIME: BIGINT	The time the call has been in the queue.
LKTL_RETRYAFTER	The date and time at which the Worklist Engine can start trying to pass the interaction record to an agent. For a callback, for example, this would be the callback time.
LKTL_RETRYAGENT	The agent who should handle the interaction, where it should be handled by a specific agent. References the AGENTNAME field of AGENT. In the INTERACTIONTYPE table, you can define for how long interactions should remain agent-owned before the Worklist Engine tries to pass the interaction to another agent if the assigned agent is unavailable.
LKTL_RETRYBEFORE	The date and time at which the Worklist Engine should stop attempting to push the interaction record to an agent.
LKTL_SNIPPETS	Whenever snippets are used, their numbers are recorded in this field. This lets you track and analyze snippet usage.
LKTL_SOCIALMEDIA_ID	For a social media chat, the customer’s social media ID.
LKTL_STATUS
LKTL_TIMEZONE
LKTL_TZOFFSET	The number of hours offset from Coordinated Universal Time (UTC). Include a - where behind UTC, for example -1.
LKTL_UCID	The Universal Call Identifier for an inbound call.
LKTL_USEDBYAGENT	The agent currently working on the interaction record (where the interaction record is being worked on). References the AGENTNAME field of AGENT.
LKTL_USESTARTED	The date and time that the agent started working on this interaction record (where the interaction record is being worked on).
LKTL_UUI	User-to-user information for an inbound call.
LKTL_WLMTYPE	Identifies the type of interaction record: RECORD PROMISE EMAIL INBOUND OUTBOUND CHAT SMS TASK Where CHAT, the type of chat is identified by LKTL_CHATTYPE.
LKTL_WORKZONE_ID	Where set, the Worklist Engine will only pass the interaction record to an agent who is logged in to this workzone. Only relevant where LKTL_AGENTGROUPNO and LKTL_WORKZONETEAM_ID are null. References the WORKZONE_ID field of WORKZONE. In the INTERACTIONTYPE table, you can define for how long interactions should remain workzone-owned before the Worklist Engine tries to pass the interaction to an agent logged in to another workzone.
LKTL_WORKZONETEAM_ID	Where set, the Worklist Engine will only pass the interaction record to an agent who is logged in to this work team. Only relevant where LKTL_AGENTGROUPNO is null. References the WORKTEAM_ID field of WORKTEAM. In the INTERACTIONTYPE table, you can define for how long interactions should remain work team owned before the Worklist Engine tries to pass the interaction to an agent who is logged in to a different work team of the workzone.

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