Context management

Gatekeeper uses context management for the purpose of complex decision making and activity tracking. Context management items include:

• Session: a single interaction with a person. For example, a telephone call.
• Engagement: an aggregation of all sessions related to a customer transaction. For example, a call that starts in the IVR and later transfers to an agent. Engagements enable decision-making that is based on multiple factors used in the transaction, and they enable tracking the activities of that transaction.
• Request: a uniquely identified, single public API call.
• Client Request: an external identifier created by the client application.

Related topics

• Context message