Engagement | Industries Common Resources Developer Guide

Engagement Data Model
The engagement data model stores details, such as start and end date and time, topic, and attendees, about an interaction between a customer or customer-authorized representative and a customer service representation (CSR) or contact center agent (CCA). You can add up to 20 custom fields each in the EngagementAttendee, EngagementInteraction, and EngagementTopic objects.

Engagement Connect APIs
With the Engagement Connect REST APIs, you can create, delete, and get Engagement Interaction, Engagement Attendee, and Engagement Topic records.

Apex Reference
This Apex reference goes into detail about the built-in Apex ConnectApi classes and interfaces.

Integrate the Engagement Objects Into Your CTI System
Modify your CTI adapter so that when a customer service representative (CSR) accepts an incoming call using the softphone, an engagement interaction record for the call is created. Engagement Interaction is part of the Engagement data model, which has two other objects, Engagement Attendee and Engagement Topic. These objects store details such as the start and end date and time of an interaction, what an interaction is about, and attendee details.