CX-Activities
An activity is a customer-related action, an event, or a set of events performed by an Actor. Actors perform activities such as calls, chats etc. Customer activity is through some media channel.
All customer activities across all channels and related agent activities are linked to a single Customer. For more about the Customer and Customer identification, see Customer Identities.
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. 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.
A call leg is an activity and the call is a session.
Stateful | When it's important to monitor and keep track of the state of a session |
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Interactive | When a session cannot last if any of the participants leave the session. |
The following table provides a list of few possible scenarios that can be classified as activities:
Activity | Description | Actor |
---|---|---|
CIM Messages | CIM Messages are of many types such as plain, video etc. Messages are described in detail here. | Customer, CC User, botParticipant, App |
Agent call | Call leg of a voice call handled by an agent | Agent |
IVR activity | IVR system initiates IVR in an on-going conversation. | App |
Call recording link | A call recording app sends a call recording link for a recently completed call. | App |
WrapUp Message | Wrap-up activity is performed on an active conversation. It is a type of structured message and described here. | Agent |
Survey question | Survey sent in a conversation by campaign manager/3rd-party app. | App |
Customer-conversation Ilink | Link customer to a conversation | Agent, App |
Whisper Message | send whisper message | Agent, App |
Bot suggestion | Bot sends a suggestion in a conversation | Bot |
Recording/Transcript Link | Generate recording link or transcript URL | App (Recording Solution, CCM) |
Push Schedule activity | Push schedule activity to CX | App |
Push survey application | A survey application pushes customer satisfaction survey score to the conversation | App |
Push Customer’s traversal tree information | 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 |
3rd party voice call scenario
See the finalized flow of Voice call events and related use cases in Mapping CTI events on CIM.
Examples of Activities
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
CIMEvents
CIMEvents contain 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:
Audit trail
Agent performance and customer journey tracking analytics
Service levels, customer channels and Bot Performance Monitoring
For customer interaction such as consolidate interesting events into Activities for agent serving customers
For agent productivity such as capturing agent actions for optimizing workforce
For Bot retraining i.e. use CX data to retrain bot via supervised/semi-supervised learning
Types of CIMEvents
The types of CIMEvents are as follows:
Type | Description |
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ACTIVITY | An event is considered of type activity if it carries primary action performed by the actors such as customer, agent, bot or a third-party app. For example, all customer, agent and bot messages are encapsulated in events of type ACTIVITY. |
SUGGESTION | This type carries all events of type bot suggestions. |
Message | This event type carries internal communication . All internal and whisper communication among agents and bots. |
Notification | This event type carries all system notifications including REACTIONS or MODIFY EVENT or DELIVERY NOTIFICATION |
Conversation Events
The list of all CIMEvents and their payloads are given as follows:
Event name | Type | Description | Channel-Manager | Bot-Framework | Agent-Manager | Event Payload |
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CUSTOMER_MESSAGE | ACTIVITY CONVERSATION_EVENT | When the system receives a message from a customer, this event is fired. | Publisher | Consumer. Cache this event in Redis. | Consumer Send this event to the unified agent over the socket. | |
AGENT_MESSAGE | ACTIVITY | When the system receives a message from an agent, this event is fired | Consumer | Consumer | Publisher | |
BOT_MESSAGE | ACTIVITY | When the BotFramework receives a message from a bot, this event is fired | Consumer | Publisher | Consumer | |
BOT_SUGGESTION | SUGGESTION | When the BotFramework receives a message from a bot, this event is fired | NA | Publisher | Consumer | SuggestionMessage |
WHISPER_MESSAGE | MESSAGE | When the AgentManager receives a message from an agent, this event is fired | NA | NA | Publisher |
|
CHANNEL_SESSION_STARTED | NOTIFICATION | When a customer presence is detected on a channel, Channel Manager fires this event. | Publisher | Consumer | NA | |
CHANNEL_SESSION_ENDED | NOTIFICATION | When:
this event is published to indicate that customer session has ended | Consumer | |||
CHANNEL_SESSION_EXPIRED | NOTIFICATION | When:
this event is published to indicate that customer session has ended | Publisher | ChannelSession | ||
AGENT_RESERVED
| NOTIFICATION | NA | Consumer | NA |
JS
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EWT_MESSAGE FUTURE | ACTIVITY | |||||
AGENT_SUBSCRIBED | NOTIFICATION | Consumer | Publisher |
JS
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AGENT_UNSUBSCRIBED
| NOTIFICATION | Consumer | Publisher |
JS
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AGENT_RESPONSE_TIMEOUT | NOTIFICATION | When the agent response SLA is expired | ||||
BOT_TIMEOUT | NOTIFICATION | BotFramework fires this if and when the bot doesn't respond timely in response to a customer message. | Publisher | String | ||
BOT_NOT_AVAILABLE | NOTIFICATION | not implemented yet | ||||
CUSTOMER_RESPONSE_TIMEOUT | NOTIFICATION | |||||
TOPIC_STATE_CHANGED | NOTIFICATION | Publisher | CustomerTopic | |||
ASSOCIATED_CUSTOMER_CHANGED | NOTIFICATION | |||||
MESSAGE_DELIVERY_NOTIFICATION | NOTIFICATION | |||||
WRAPUP_APPLIED ? | ACTIVITY | |||||
ACCEPT_TIMEOUT | NOTIFICATION | |||||
TASK_STATE_CHANGED | NOTIFICATION | TaskDto | ||||
REVOKE_RESOURCE | NOTIFICATION | NA | Publisher | Consumer |
JS
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CONVERSATION_DATA_CHANGED | NOTIFICATION | Publisher | Map<String, String> ... (any Key-value pairs) | |||
PARTICIPANT_ROLE_CHANGED | NOTIFICATION | Consumer | Consumer |
JS
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NO_AGENT_AVAILABLE | NOTIFICATION | NA | Consumer | NA | ||
ACTION_MESSAGE | MESSAGE | NA | Publisher | NA | CimMessage Object | |
CALL_LEG_ENDED | ACTIVITY | NA | Consumer | NA | ||
AGENT_OUTBOUND | ACTIVITY | |||||
TASK_ENQUEUED | ACTIVITY | |||||
MESSAGE_DELIVERY_NOTIFICATION | NOTIFICATION | Agent_manager fires it when the agent has read the customer message | Consumer | Publisher | ||
THIRD_PARTY_ACTIVITY | NOTIFICATION | Consumer | Consumer | |||
CHANNEL_SESSION_DATA_UPDATED | NOTIFICATION | CCM fire it when the channelSession data is update | Publisher | ChannelSession Object | ||
CALL_HOLD | NOTIFICATION | CCM fires it when it receives this from Agent Desk on hold of a voice call | Publisher |
JS
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CALL_RESUME | NOTIFICATION | CCM fires it when it receives this from Agent Desk on resume of a voice call | Publisher |
JS
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