CIM Profiles & Interactions mainly consist of 3 generic extendible objects:
Customers - Every contact approaching the system through any channel is identified as a customer
Requests - A Request is the interaction context that the customer is approaching and can refer to for any past interaction.
Interactions - An interaction stores information about the communication taken place through the respective channel.
All client applications including IVR, Finesse gadgets, and 3rd party applications access CIM via REST APIs to fetch and store information.
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Workflow
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