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

  • Application scenario

    After signing in, inspector A intercepts the call between agent B and user C, talks with user C, and releases agent B.

    Figure 1 Interception flowchart
  • Prerequisites

    The inspector has signed in.

    The inspector has performed the insertion, listening, or whisper operation on a specified agent.

    A specified agent has an ongoing call with a customer.

  • Implementation process

    For details, see Intercepting.

  • Triggered event

    When the inspected agent receives the following events:

    AgentState_Ready

    AgentOther_PhoneRelease

    AgentEvent_Call_Release

    AgentEvent_Customer_Release

    When the inspector receives an event:

    AgentEvent_Talking

Parent topic: Real-time Quality Check