Figure CI.01 – I01 - CommunicationInteraction & CommunicationInteractionItems

<b>Illustration CommunicationInteraction Use Case 1</b><br/><font color="#29313b">In this example, we assume that the duration of the Interaction is split in several parts. Each part corresponds to an CommunicationInteractionItem:</font><br/><ul>
<li><font color="#29313b">CommunicationInteractionItem1: IVR (Interactive Voice Response) menu: the customer navigates in the voice menu to select what best fits his/her concern;</font></li><li><font color="#29313b">CommunicationInteractionItem2: Hold period: the customer waits until somebody answers:</font></li></ul>
<ul>
<li><font color="#29313b">Typically, the SP wants to collect some information/metric such as the time the customer spent on hold, or whether he abandoned the call before being served;</font></li></ul>
<ul>
<li><font color="#29313b"> CommunicationInteractionItem3: During this period the customer expresses an issue #1 he has with a first product he already has;</font></li><li><font color="#29313b"> CommunicationInteractionItem4: During this last period, the customer expresses interest in a specific ProductOffering and requests more information about it.</font></li></ul>
<font color="#29313b">Each of these CommunicationInteractionItem corresponds to a different "use case" during which the ResourceRole and PartyRole or PartyRoles (the "Who")) engaged in the interaction share a concern (the “why”) about something (the "What").</font><br/>