With respect to the Intershop Customer Engagement Center, the following concepts are important.

Table 1. Intershop Customer Engagement Center concepts
Concept Description
Intershop Customer Engagement Center

The Intershop Customer Engagement Center provides basic features designed to help merchants establishing and managing personal contact with their customers. It integrates multiple communication channels that offer one-to-one contact, and provides customers with a quick and easy way of obtaining information and getting help.

Call center agent

The call center agent is the main actor in the Intershop Customer Engagement Center. The call center agent handles customer service requests via multiple communication channels, and acts and reacts according to a customer's needs with respect to, for example, orders, shipping or payment matters.

Communication channel The communication channel refers to the type of communication between the call center agent using the Intershop Customer Engagement Center and the customer, like phone, e-mail, chat, etc.
Contact session The contact session refers to the phase of interaction and communication between the call center agent and the customer. A contact session may involve multiple requests.
Request The request refers to a single issue cycle within a contact session. A request has a reason, may involve an action, and has a solution.
Action The action refers to an operation triggered by the call center agent in response to a customer's request (e.g., creating a coupon or adding/removing a product to/from the cart).
Solution The solution refers to a documented result of whether and how a customer's request is completed.