CTR-CCAAS · version 2

Contact Center Platform — Contact interactions

Privacy condition: transcript text is excluded from the contract. more

RatifiedIn contract

What the contract says

These are the terms the connector is generated against. more

Entity

Contact interaction · bidirectional

Primary key

conversationId

Declared volume

420,000 records a day

Freshness commitment

15 min

Owner

T. Abara · Service Operations

Vendor

Genesys Cloud CX · high criticality · modeled

Cardinality

One conversation to many segments. One segment to exactly one queue and at most one agent.

Write-back rule

Disposition code and follow-up task are in scope. Transcript writes and customer-facing sends are excluded.

Review state

Neither review is performed by the team that wrote the contract.

Security reviewApproved

R. Osei · Jul 16, 2026

Privacy reviewApproved with conditions

Helena Marsh · Jun 10, 2026

Validation and drift

Drift is only detectable on a contract that has been read against a sample.

Last validatedAug 2, 2026 · 16 d ago

40,000 records read in the sample.

Validated against 40,000 conversations.

The field list

5 fields · 1 key · 1 personal. The validation rule on each row is what admits or rejects a record at the staging boundary.

Field	Source	Target	Type	Flags	Drift	Validation
Conversation id	conversationId	interaction.ref	guid	keyinternal	In contract	Source-generated guid.
Queue	queue.name	interaction.queue	string(60)	internal	In contract	Must resolve to a queue in the capacity plan.
Handle time	metrics.tHandle	interaction.handleSecs	integer	internal	In contract	Seconds. Drives the service-level clock and the cost-per-contact figure.
Disposition	wrapUpCode	interaction.disposition	string(40)	nullableinternal	In contract	Null on abandoned interactions, which is legitimate.
Transcript	transcript.body	(excluded)	text	nullablepersonalrestricted	In contract	Excluded from the contract. This exclusion is the privacy condition.

What has passed the staging boundary against this contract

1 batch · 7,420 arrived · 7,129 admitted · 291 quarantined · 0 rejected

Staging boundary

Batch	Arrived	In	Admitted	Quarantined	Rejected	Result	Gate
STG-0028	Aug 18, 08:00	7,420	7,129	291	0	Partly admitted	7,129 admitted · 291 quarantined · 0 rejected outright.

Rejects raised against these batches

1 reason covering 291 records. Each one names a field, what was observed and what the contract expected.

Queue not present in the capacity plan291 records · 1 h oldOwner assigned

Observed: Unmapped identifiers landing as other

Expected: A queue in the capacity plan

STG-0028 · field queueId · queue quarantine · T. Abara

Replay windows

1 window recorded against this contract.

Replay register

RPL-013Running

Connector defect · Aug 15, 2026 to Aug 16, 2026

Queue identifiers were sent unmapped for part of a shift and landed as other.

4,870 replayed · 4,870 held at the idempotence key · 0 duplicates created

Write-back routes into this system

1 route designed against Contact Center Platform.

Write-back register

set-disposition · InteractionDesigned, never live

WB-CCAAS-01 · agent · authority CS4-AUTH-A1 · policy CS4-POL-200

2 attempted · 0 written to a production system

What this contract is, and what it is not

A contract, a validation rule, a freshness commitment and a replay path are real mechanisms and they are what this wave builds. more

The last validation read 40,000 records 16 days ago, which is 10% of a single day at the declared volume. A sample proves the shape of what it read and nothing beyond it.