Activities
An activity is a customer-related action, an event, or a set of events performed by an Actor or a ConversationParticipant. The following are the type of activities that may be performed.
| Activity Types | Actors |
|---|---|
Message | Customer, Agent, Bot |
A call leg | Customer, Agent |
| Wrap-up/ Notes | Agent |
| Agent, App |
| sends a whisper message | Agent |
Bot suggestion in a conversation | Bot |
Recording link, Transcript URL | App (Recording Solution, CCM) |
| Push scheduled activity | App |
A survey application pushes customer satisfaction survey score to the conversation | App |
A self-service system such as IVR pushes customer's traversal tree information to the conversation (the different menu options that the customer selected on the IVR) | App |