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 |