Terminology
Some basic Contact Center terminology is useful as you build your Contact Center app.
| Term | Description |
|---|---|
| Consumer | Every person that reaches out to the Contact Center, whether they are making a phone call, starting a web chat, sending an SMS/email, or using social messaging channels, is considered a consumer. Information about the consumer can include their name, email, phone number, and id. The data provided to your app will vary depending on the channel (e.g. voice call vs web chat). |
| Engagement | Every time a consumer reaches out to the Contact Center, they start a new engagement. A single consumer could have multiple engagements in a single day if they reach out to the contact center multiple times. Every engagement has at least one consumer. Some types of engagements, such as video, can have multiple consumers involved in a single engagement. This can happen if the agent invites additional people to the engagement. |
| EngagementId | Each engagement has a unique ID. This ID will follow the engagement throughout the Contact Center, and will remain the same if the engagement is transferred to multiple agents and/or multiple queues. This EngagementId can also be used when making backend API calls to the Zoom Open APIs, for example, for historical reports or to access additional event data. |
| Flows | Contact Center Flows are where all inbound engagements start when the consumer reaches out to the Contact Center. This can be a voice IVR, or chat bot. Most Flows will ultimately route the engagement to a Queue, where it is then handled by an agent. |
| Queue | Most Contact Center engagements route into a queue when a live agent is required. |