Help Center/ Cognitive Engagement Center/ Agent Integration--CC-Gateway Development Guide/ Basic App Development/ Real-time Quality Check/ Listening On
Updated on 2024-03-05 GMT+08:00
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Listening On

  • Application scenario

    After signing in, inspector A listens to the voice call between agent B and user C and performs real-time inspection. Inspector A can hear the voice of agent B and customer C. However, agent B and customer C cannot hear the voice of inspector A.

    Figure 1 Listening flowchart
  • Prerequisites

    The inspector has signed in.

    A specified agent has an ongoing call with a customer.

  • Implementation process

    For details, see Listening.

  • Triggered event

    When the inspector receives an event:

    AgentState_Busy, indicating that the agent is presold.

    • When the agent who must pick up the phone to answer a call receives a call

      AgentOther_PhoneAlerting

    • When the agent picks up the phone

      AgentOther_PhoneOffhook

Parent topic: Real-time Quality Check