Contact Expert v7.5
Understanding the difference between Conversation ID and SDU ID in Contact Expert
Overview
A conversation ID is an identification number generated by the system in order to uniquely describe a task. This come in handy when tracking the life cycle of a task, especially when it has been assigned to another agent or during analyzing log entries.
Quick Reference
The tables below display which IDs are generated in which task states for the different media channels.
Voice Media
| ID Type | New | Rescheduled | Redirected | Transferred |
|---|---|---|---|---|
| SDU ID | New | Same | New | New |
| Conversation ID | New | New | Same | Same |
Chat Media
| ID Type | New |
|---|---|
| SDU ID | New |
| Conversation ID | New |
Email Media
| ID Type | New | Rescheduled |
|---|---|---|
| SDU ID | New | Same |
| Conversation ID | New | Same |
Legend
- New: A new ID is generated.
- Same: The ID generated earlier in the task life-cycle is reused.