One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the conversation state within the application. I found in some cases I could edit the conversation, then I couldn’t and it can be fairly confusing. This post reviews some of the essential information when looking at states of Conversation in Omni Channel Engagement!

This post does not reiterate the extensive docs article on conversation states from Microsoft however what it does do is provide a beginners primer on what the states are for a Conversation and some key information that you can read in less than 2-3 minutes to get a fairly good understanding and starting point.

It is important to remember a few things about the ‘Conversation’ entity:

  • It acts like a work item, able to be picked but isn’t a work item itself (it is visible on the Omni Channel Agent Dashboard as ‘Work Items’ via the related Session that has been routed)
  • It is an activity entity
  • It exist in a queue only through an active queue item, which links to the conversation/session and the conversation characteristics

A conversation can have the following states with some quick, simple descriptions of those states:

  • OpenEvery Conversation starts as this state before it is assigned or picked. You can see this when a live chat conversation comes through before assignment on the Supervisor Dashboard
  • Active – This status occurs happens when an agent is assigned or picks the conversation. Also use the Supervisor Dashboard to see this in action.
  • Waiting – A waiting conversation occurs when an agent closes the session without ending the conversation. That’s right – this is possible. It is a bit of a misdemeanour because when you close a session without ending the convosation you get a friendly warning that can be interpreted as ‘you cannot go back to the conversation’. This interpretation is incorrect and really the notification means any changes you have made won’t be saved but the item still is in your work item queue it’s just not ‘active’ and therefore not filling up your capacity. This state would be less used for live chat which is more of a real time communication channel and likely more used in the SMS channel.
  • Wrap Up – This state occurs when a conversation is ended and the session (on the left hand side of the screen) is open – Allowing you to finish up activities on related records and perhaps finish up your internal discussion if you had a supervisor or a consult happening.
  • Closed – This is when a conversation has ended and the session has been closed. It cannot be reopened.

There is some rules going from one state to another and in some cases this isn’t possible – so definitely take a look at the doc article linked above because they have some great process diagrams which show these transitions.

I hope this post has given you a quick start into understanding the life-cycle of a conversation!