Engagement Interaction

The engagement data model stores details, such as start date and end date and time, topic, and attendees, about an interaction between a customer or customer-authorized representative and a customer service representative (CSR) or contact center agent (CCA). You can add up to 20 custom fields each in the EngagementAttendee, EngagementInteraction, and EngagementTopic objects. The engagement objects also support quick actions that help CCAs perform routine actions quickly without navigating to multiple pages. CCAs can also create personalized list views for engagement objects by using the My engagement attendees, My engagement interactions, and My engagement topics filters.