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
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
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
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	CIMMessage
BOT_MESSAGE	ACTIVITY	When the BotFramework receives a message from a bot, this event is fired	Consumer	Publisher	Consumer	CIMMessage
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	Whisper Message
CHANNEL_SESSION_STARTED	NOTIFICATION	When a customer presence is detected on a channel, Channel Manager fires this event.	Publisher	Consumer	NA	ChannelSession Object
CHANNEL_SESSION_ENDED	NOTIFICATION	When: Customer closes/ends conversation Customer Inactivity timer expires and the Controller instructs to end the channel session by sending REMOVE_CHANNEL_SESSION event this event is published to indicate that customer session has ended		Consumer		ChannelSession Object
CHANNEL_SESSION_EXPIRED	NOTIFICATION	When: Customer Inactivity timer expires and the Controller instructs to end the channel session by sending REMOVE_CHANNEL_SESSION event this event is published to indicate that customer session has ended		Publisher		ChannelSession
AGENT_RESERVED	NOTIFICATION		NA	Consumer	NA	JS `{ "topicId": "<String>", "ccUser": "<CcUser>" }`
EWT_MESSAGE FUTURE	ACTIVITY
AGENT_SUBSCRIBED	NOTIFICATION			Consumer	Publisher	JS `{ "agentParticipant": {}, "reason": "" }`
AGENT_UNSUBSCRIBED	NOTIFICATION			Consumer	Publisher	JS `{ "agentParticipant": {}, "reason": "" }`
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 `{ "reasonCode": "<String>" }`
CONVERSATION_DATA_CHANGED	NOTIFICATION			Publisher		Map<String, String> ... (any Key-value pairs)
PARTICIPANT_ROLE_CHANGED	NOTIFICATION		Consumer		Consumer	JS `{ "conversationParticipant {}, "metadata": {} // (any) }`
NO_AGENT_AVAILABLE	NOTIFICATION		NA	Consumer	NA
ACTION_MESSAGE	MESSAGE		NA	Publisher	NA	CimMessage Object
CALL_LEG_ENDED	ACTIVITY		NA	Consumer	NA	CIMMessage
AGENT_OUTBOUND	ACTIVITY
TASK_ENQUEUED	ACTIVITY
^{MESSAGE_DELIVERY_NOTIFICATION}	NOTIFICATION	Agent_manager fires it when the agent has read the customer message	Consumer		Publisher	CIMMessage
THIRD_PARTY_ACTIVITY	NOTIFICATION		Consumer		Consumer	CIMMessage
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 `{ ... "name": "CALL_HOLD", "type": "NOTIFICATION", "eventEmitter": { "type": "AGENT", ... }, "data": { ... // CimMessage of VOICE type having dialog and call details } ... }`
CALL_RESUME	NOTIFICATION	CCM fires it when it receives this from Agent Desk on resume of a voice call	Publisher			JS `{ ... "name": "CALL_RESUME", "type": "NOTIFICATION", "eventEmitter": { "type": "AGENT", ... }, "data": { ... // CimMessage of VOICE type having dialog and call details } ... }`
MRD_INTERRUPTED	NOTIFICATION	Routing Engine fires it when an MRD is interrupted. Conversation Manager consumes this event	N/A	N/A	N/A	CODE `{ ... "name": "MRD_INTERRUPTED", "type": "NOTIFICATION", "eventEmitter": { "type": "SYSTEM", ... }, "data": { "mrdId": "123", "agentId": "123", "conversations": [] // list of convrsation IDs } ... }`