Engagement Data Model
The engagement data model
stores details, such as start date and end date, time, topic, and attendees, about an interaction
between a customer or a customer-authorized representative and a customer service representative
(CSR) or contact center agent (CCA). You can add up to 50 custom fields each in the
EngagementAttendee, EngagementInteraction, and EngagementTopic objects. The engagement objects
also support quick actions that help CCAs to 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.