CX Events and Activity Types

This document explains the different events exposed by CIM along with the event type and payload. 

What is an Event? 

CIMEvent

A CIMEvent is defined as the smallest amount of valuable information representing change of state in the publishing application resource, where: 

• A Resource is an object managed by an application. CIM is agnostic of resources. 
• Valuable information - An information is valuable if it may be of interest for CIMEvent subscribers. 
• An application is a 3rd application that uses CIM for storing and publishing events to other applications of interest. Any type and number of applications may register with CIM for publishing, subscribing, and reporting of events. 

A CIMEvent Subscriber may use CIMEvents for: 

See also:

• Google implemented Cloud pub/sub for a similar purpose at a global scale.
• Google Pub/Sub vs Kafka - a very good read about benefits of Kafka and the value it can deliver - good comparison with Amazon services as well
• While Kafka is a strong contender, there're other interesting players to look at such as Apache Pulsar

ChannelSessions are always stateful. They may or may not be interactive. For example, a call is an interactive session and the chat is a non-interactive session. 

Activities are always stateless. With this definition, an activity is the change of state in any system domain / conversation that the system considers as a considerable change of state.  

An Activity is a CIMEvent. 

Event Types

A call leg is an activity and the call is a session. 

3rd party voice call scenario

See the finalized flow of Voice call events and related use cases in Mapping CTI events on CIM.

Actors

Activity

An activity is formed based an actions performed by actors. An activity may be updated based on reactions, modify-activity events, and delivery notifications. Examples: 

• a customer message
  • REACTION bot-suggestion is a reaction to the customer message
  • MODIFY-ACTIVITY edit/delete-message-event - the customer chose to change or delete the message 
  • DELIVERY-NOTIFICATION when the agent has read the message. The agent-manager will send this delivery-notification.
• an agent message
  • DELIVERY-NOTIFICATION received message delivery notifications
  • REACTION customer's reactions to the message in the form of an emoji
  • REACTION supervisor's reaction to flag the response as rude, inappropriate, misleading, excellent - based on defined custom flags
• a bot message
  • DELIVERY-NOTIFICATION received message delivery notifications
  • REACTION customer's reactions to the message in the form of an emoji
  • REACTION Bot trainer's reaction to flag a response as inappropriate - based on defined custom flags
• a structured message sent by the bot or the agent - selected from bug suggestions
  • REACTION one ore more customer responses to the structured message 
• a campaign message - the campaign manager sent an outbound campaign message 
  • DELIVERY-NOTIFICATION received message delivery notifications
  • REACTION customer's reactions to the message in the form of flags - acknowledged / inappropriate / annoying
• an IVR activity - the IVR application sent an activity for an ongoing call.
• an agent call leg - a call leg of a voice call handled by an agent
• a call recording link received - the call recording application sent a call recording link for a recently completed call. The event must have a call id.
• a note - A note sent by an actor - this may or may not have a reference to a channelSession or a conversation ID. 
• wrap-up - a wrap-up activity performed by the agent on a conversation / session. The event must have the session or a conversation identifier.
• a survey question - the campaign manager sent a survey question as a structured message 
  • REACTION customer's response to the survey question

During ongoing phone call, we want to continuously be able to forward speech files to an ASR/ NLU/ Conversation engine to provide services similar to Cisco Answer Services (aka Google Contact center AI). I would then assume that when the ASR engine detects silence/ end of a sentence, The marker information (start/ end time of a sentence) then becomes an activity that can then be run through the pipeline.

Identify Session-based or Session-less Activities

In this table, different activity persistence use cases are analyzed from the perspective of channelSession and conversation. The objective is to analyze the need to:

• open or link a conversation
• open on link a channelSession

Some use cases about scheduler are mentioned on Scheduled Activities.

Channel Session Events

System Events

For the events Communicated over JMS:

• JMS Message: CimEvent object (Json format of this object is presented below)
• JMS Type: CIM-Event-Name (e.g. "CHANNEL_SESSION_STARTED")

{
	"id": "<UUID>",
	"name": "<String/Enum>",
	"type": "<String/Enum>",
	"timeStamp": "<TimeStamp>",
	"data": "<Any object/payload that needs to be sent with the event>" 
}

The following table presents the list of CIM events. Most of these events are communicated over JMS. Few events are communicated over REST APIs. 

• For JMS events: the "payload" field is the same as the "data" field in the CimEvent object presented above.
• For REST events: the "payload" field represents the REST API request-body.

Event Types

Conversation Events

{
	"topicId": "<String>",
	"ccUser": "<CcUser>"
}

{
	"agentParticipant": {},
	"reason": ""
}

{
	"agentParticipant": {},
	"reason": ""
}

{
	"reasonCode": "<String>" 
}

{
    "conversationParticipant {},
    "metadata": {} // (any)
}

{
	"topicId": "<String>" 
}

MESSAGE_DELIVERY_NOTIFICATION