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  • Created by Former user, last modified by Former user on Apr 01, 2019
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CIM Profiles & Interactions mainly consist of 3 generic extendible objects:

  1. Customers -  Every contact approaching the system through any channel is identified as a customer

  2. Requests - A Request is the interaction context that the customer is approaching and can refer to for any past interaction.

  3. 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.



Workflow

  1. Customer call rings on Finesse Agent Desktop.

  2. The application looks up the customer record based on the ANI.

  3. If a matching record is found, the customer profile is popped up in front of the agent. The interaction automatically gets linked to the selected customer. To link the call with a different customer, choose the right profile from the Customer list sidebar on the Interaction History page and click the Link button.

  4. If no existing record is found against the ANI, the application provides the options to choose an existing customer manually or create a new customer profile. To link the call with an existing customer, choose the right profile from the Customer list sidebar on the Interaction History page and click the Link button. 


If the agent or supervisor does not accept the call (after the call has landed on the Finesse desktop), the call interaction is still stored in CIM, tagged with the agent name to whom it was routed.

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