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

  • Application scenario

    After QC inspector A signs in, inspector A is inserted to the voice call between agent B and customer C to perform real-time quality check, forming a three-party conversation among the customer, agent, and QC inspector in the same site.

    Figure 1 Insert flowchart
  • Prerequisites

    The QC inspector has signed in.

    A specified agent has an ongoing voice call with a customer.

  • Implementation process

    For details, see Inserting.

  • Triggered event

    When the QC 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