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Webex Contact Center

Supervisor Call Monitoring

Use the Desktop SDK to monitor active calls and manage supervisor monitoring events.

anchorBefore You Begin

anchor

Install and initialize the SDK as described in Get Started with the Desktop SDK. Your widget must run inside Webex Contact Center Desktop.

anchorCall Monitoring Module

anchor

Call monitoring enables supervisors to monitor agents who are engaged in active calls with customers.

Start Monitoring

The Desktop.monitoring.startMonitoring request monitors the calls received by an agent.

Example

  Desktop.monitoring.startMonitoring({
      id: "62e5ffa9-7d80-40d7-bfbc-94cab8d5f67b", // Unique monitoring request identifier
      monitorType: "adhoc", // adhoc, continuous, midcall
      trackingId: "62e5ffa9-7d80-40d7-bfbc-94cab8d5f67b", // string
      taskId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" // string – nothing but interaction id
    });

Parameters

NameTypeDescriptionRequired
idStringUnique identifier for the monitoring request.Yes
monitorTypeStringMonitoring type: adhoc, continuous, or midcall.Yes
taskIdStringUnique identifier for the task.Yes
trackingIdStringUnique identifier for the monitoring request that maps success and failure events.Yes
Start Monitoring Success

After initiating the startMonitoring request, the listener listens to the eMonitoringOffered event when the call monitoring is successful.

Example

  Desktop.monitoring.addEventListener("eMonitoringOffered", (msg) =>
      console.log("Monitoring eMonitoringOffered: ", msg)
);

Example Response

{
  "data": {
    "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
    "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
    "monitorType": "adhoc",
    "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
    "queueId": "AXk4lbZds49yBk2m_M0b",
    "queueName": "Some Queue",
    "supervisorDN": "+14085550001",
    "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
    "task":{
       "callAssociatedData":{
          "DispositionCode":{
             "agentEditable":true,
             "displayName":"Disposition Code",
             "name":"DispositionCode",
             "type":"STRING",
             "value":"Please Enter Disposition"
          },
          "Some_Site":{
             "agentEditable":false,
             "displayName":"Location Called",
             "name":"Some_Site",
             "type":"STRING",
             "value":"Some Services"
          },
          "ani":{
             "agentEditable":false,
             "displayName":"ani",
                    "name":"ani",
             "type":"STRING",
             "value":"**********"
          },
          "dn":{
             "agentEditable":false,
             "displayName":"dn",
             "name":"dn",
             "type":"STRING",
             "value":"**********"
          },
          "ronaTimeout":{
             "agentEditable":false,
             "displayName":"ronaTimeout",
             "name":"ronaTimeout",
             "type":"STRING",
             "value":"18"
          },
          "virtualTeamName":{
             "agentEditable":false,
             "displayName":"virtualTeamName",
             "name":"virtualTeamName",
             "type":"STRING",
             "value":"Sample Marketing LAA"
          }
       },
       "callAssociatedDetails":{
          "ani":"+191****1028",
          "dn":"+191****2118",
          "ronaTimeout":"18",
          "virtualTeamName":"Some Marketing"
       },
       "callFlowParams":{

       },
       "callProcessingDetails":{
          "CONTINUE_RECORDING_ON_TRANSFER":"true",
          "EP_ID":"AXjrWErNWmiYcFh7QDSQ",
          "QMgrName":"aqm",
          "QueueId":"AXk4lbZds49y881m_M0b",
          "ani":"+191****1028",
          "dnis":"+191****2118",
          "fceRegisteredEvents":"",
          "isParked":"false",
          "mohFileName":"defaultmusic_on_hold.wav",
          "pauseDuration":"0",
          "pauseResumeEnabled":"false",
          "priority":"10",
          "recordInProgress":"true",
          "recordingStarted":"true",
          "ronaTimeout":"18",
          "routingStrategyId":"AXjv16JJJ3z7afsera2j",
          "taskToBeSelfServiced":"false",
          "tenantId":"285",
          "virtualTeamName":"Some Marketing",
          "vteamId":"AXk4lbZds49y771m_M0b",
          "workflowId":"607eee3242312e179b59e02b",
          "workflowName":"Sample work flow"
       },
       "contactDirection":{
          "type":"INBOUND"
       },
       "currentVTeam":"AXk4lbZds49yBk2m_M0b",
       "interactionId":"761c2d42-5b40-4dd4-a888-ae7c82f9ae94",
       "isFcManaged":true,
       "isTerminated":false,
       "media":{
          "761c2d42-5b40-4fd4-a888-aeff82f9ae94":{
             "holdTimestamp":null,
             "isHold":false,
             "mType":"mainCall",
             "mediaMgr":"vmm",
             "mediaResourceId":"761c2ff2-5b40-4fd4-a888-ae7c82f9ae94",
             "mediaType":"telephony",
             "participants":[
                "**********",
                "17eb03c9-2eae-4ce0-822b-cfff4b30239a"
             ]
          }
       },
       "mediaChannel":"broadcloud",
       "mediaType":"telephony",
       "orgId":"5b02f5ac-b2a3-4219-8a66-ca1cff83bd17",
       "outboundType":null,
       "owner":"17eb03c9-2eae-4ce0-822b-cfd1ff30239a",
       "participants":{
          "**********":{
             "id":"**********",
             "pType":"Customer",
             "type":"Customer"
          },
          "17eb03c9-2eae-4ce0-822b-cfd14bff239a":{
             "channelId":"fd8d3fee-0b75-4fff-b1c3-eceb2f1d9f98",
             "consultState":null,
             "consultTimestamp":null,
             "dn":"916***8420",
             "hasJoined":true,
             "id":"17eff3c9-2eae-4ce0-822b-cfd14b30239a",
             "isConsulted":false,
             "isWrapUp":false,
             "joinTimestamp":1238879263354,
             "lastUpdated":1624379263354,
             "name":"First Last Name",
             "pType":"Agent",
             "queueId":"AXk4lbZds4ddBk1m_M0b",
             "queueMgrId":"aqm",
             "sessionId":"d2d52b14-dd1e-4796-befc-288003425977",
             "siteId":"526",
             "teamId":"9336",
             "teamName":"Marketing",
             "type":"Agent",
             "wrapUpTimestamp":null
          }
       },
       "previousVTeams":[
          "AXjrWErNWmiYcDh7QQCQ"
       ],
       "queuedTimestamp":null,
       "state":"connected",
       "workflowManager":null
    },
    "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
    "type": "MonitoringOffered",
    "eventType": "SupervisorDesktopMessage"
  },
  "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
  "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
  "type": "MonitoringRequest"
}
Start Monitoring Create Failed

If the start monitoring request fails, the listener listens to the eMonitoringRequestCreateFailed event.

Example

  Desktop.monitoring.addEventListener("eMonitoringRequestCreateFailed", (msg) =>
      console.log("Monitoring eMonitoringRequestCreateFailed: ", msg)
    );

Example Response

{
  "data": {
    "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
    "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
    "monitorType": "adhoc",
    "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
    "queueId": ["AXk4lbZds49yBk2m_M0b", "AXk4lbZ23449yBk2m_M0b"],
    "teams": ["All"],
    "sites": ["All"],
    "agents": ["All"],
    "isActive": true,
    "taskId": null,
    "reason": "Supervisor already have a matching monitoring request",
    "reasonCode": 12345,
    "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
    "type": "MonitoringRequestCreateFailed",
    "eventType": "SupervisorDesktopMessage"
  },
  "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
  "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
  "type": "MonitoringRequest"
}
Start Monitoring Call Offer Event to Supervisor

If the supervisor accepts a call on a physical device, the listener listens to the eMonitoringStarted event.

Example

  Desktop.monitoring.addEventListener("eMonitoringStarted", (msg) =>
      console.log("Monitoring eMonitoringStarted: ", msg)
    );

Example Response

{
  "data": {
    "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
    "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
    "monitorType": "midcall",
    "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
    "queueId": "AXk4lbZds49yBk2m_M0b",
    "queueName": "Some Queue",
    "supervisorDN": "+14085550001",
    "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
    "task":{
       "callAssociatedData":{
          "DispositionCode":{
             "agentEditable":true,
             "displayName":"Disposition Code",
             "name":"DispositionCode",
             "type":"STRING",
             "value":"Please Enter Disposition"
          },
          "Some_Site":{
             "agentEditable":false,
             "displayName":"Location Called",
             "name":"Some_Site",
             "type":"STRING",
             "value":"Some Services"
          },
          "ani":{
             "agentEditable":false,
             "displayName":"ani",
             "name":"ani",
             "type":"STRING",
             "value":"**********"
          },
          "dn":{
             "agentEditable":false,
             "displayName":"dn",
             "name":"dn",
             "type":"STRING",
             "value":"**********"
          },
          "ronaTimeout":{
             "agentEditable":false,
             "displayName":"ronaTimeout",
             "name":"ronaTimeout",
             "type":"STRING",
             "value":"18"
          },
          "virtualTeamName":{
             "agentEditable":false,
             "displayName":"virtualTeamName",
             "name":"virtualTeamName",
             "type":"STRING",
             "value":"Sample Marketing LAA"
          }
       },
       "callAssociatedDetails":{
          "ani":"+191****1028",
          "dn":"+191****2118",
          "ronaTimeout":"18",
          "virtualTeamName":"Some Marketing"
       },
       "callFlowParams":{

       },
       "callProcessingDetails":{
          "CONTINUE_RECORDING_ON_TRANSFER":"true",
          "EP_ID":"AXjrWErNWmiYcFh7QDSQ",
          "QMgrName":"aqm",
          "QueueId":"AXk4lbZds49y881m_M0b",
          "ani":"+191****1028",
          "dnis":"+191****2118",
          "fceRegisteredEvents":"",
          "isParked":"false",
          "mohFileName":"defaultmusic_on_hold.wav",
          "pauseDuration":"0",
          "pauseResumeEnabled":"false",
          "priority":"10",
          "recordInProgress":"true",
          "recordingStarted":"true",
          "ronaTimeout":"18",
          "routingStrategyId":"AXjv16JJJ3z7afsera2j",
          "taskToBeSelfServiced":"false",
          "tenantId":"285",
          "virtualTeamName":"Some Marketing",
          "vteamId":"AXk4lbZds49y771m_M0b",
          "workflowId":"607eee3242312e179b59e02b",
          "workflowName":"Sample work flow"
       },
       "contactDirection":{
          "type":"INBOUND"
       },
       "currentVTeam":"AXk4lbZds49yBk2m_M0b",
       "interactionId":"761c2d42-5b40-4dd4-a888-ae7c82f9ae94",
       "isFcManaged":true,
       "isTerminated":false,
       "media":{
          "761c2d42-5b40-4fd4-a888-aeff82f9ae94":{
             "holdTimestamp":null,
             "isHold":false,
             "mType":"mainCall",
             "mediaMgr":"vmm",
             "mediaResourceId":"761c2ff2-5b40-4fd4-a888-ae7c82f9ae94",
             "mediaType":"telephony",
             "participants":[
                "**********",
                "17eb03c9-2eae-4ce0-822b-cfff4b30239a"
             ]
          }
       },
       "mediaChannel":"broadcloud",
       "mediaType":"telephony",
       "orgId":"5b02f5ac-b2a3-4219-8a66-ca1cff83bd17",
       "outboundType":null,
       "owner":"17eb03c9-2eae-4ce0-822b-cfd1ff30239a",
       "participants":{
          "**********":{
             "id":"**********",
             "pType":"Customer",
             "type":"Customer"
          },
          "17eb03c9-2eae-4ce0-822b-cfd14bff239a":{
             "channelId":"fd8d3fee-0b75-4fff-b1c3-eceb2f1d9f98",
             "consultState":null,
             "consultTimestamp":null,
             "dn":"916***8420",
             "hasJoined":true,
             "id":"17eff3c9-2eae-4ce0-822b-cfd14b30239a",
             "isConsulted":false,
             "isWrapUp":false,
             "joinTimestamp":1238879263354,
             "lastUpdated":1624379263354,
             "name":"First Last Name",
             "pType":"Agent",
             "queueId":"AXk4lbZds4ddBk1m_M0b",
             "queueMgrId":"aqm",
             "sessionId":"d2d52b14-dd1e-4796-befc-288003425977",
             "siteId":"526",
             "teamId":"9336",
             "teamName":"Marketing",
             "type":"Agent",
             "wrapUpTimestamp":null
          }
       },
       "previousVTeams":[
          "AXjrWErNWmiYcDh7QQCQ"
       ],
       "queuedTimestamp":null,
       "state":"connected",
       "workflowManager":null
    },
    "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
    "type": "MonitoringOffered",
    "eventType": "SupervisorDesktopMessage"
  },
  "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
  "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
  "type": "MonitoringRequest"
}
Start Monitoring Call Failed

If call monitoring fails due to any reason, the listener listens to the eMonitoringFailed event.

Example

    Desktop.monitoring.addEventListener("eMonitoringFailed", (msg) =>
      console.log("Monitoring eMonitoringFailed: ", msg)
    );

Example Response

{
  "data": {
    "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
    "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
    "monitorType": "midcall",
    "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
    "queueId": "AXk4lbZds49yBk2m_M0b",
    "queueName": "Some Queue",
    "supervisorDN": "+14085550001",
    "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
    "reason": "Supervisor (```Supervisor full name```) device is unresponsive",
    "reasonCode": 987562,
    "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
    "type": "MonitoringFailed",
    "eventType": "SupervisorDesktopMessage"
  },
  "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
  "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
  "type": "MonitoringRequest"
}
Pause Monitoring

The Desktop.monitoring.holdMonitoring request pauses the call monitoring requests.

Example

await Desktop.monitoring.holdMonitoring({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" });

Parameters

NameTypeDescriptionRequired
interactionIdStringUnique identifier of the interaction.Yes
Pause Monitoring Success Event

After initiating the pause monitoring request to Asynchronous Queue Manager(AQM), the listener listens to the eMonitoringHeld events.

Example

  Desktop.monitoring.addEventListener("eMonitoringHeld", (msg) =>
      console.log("Monitoring eMonitoringHeld: ", msg)
    );

Example Response

{
"data": {
"orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
 "monitorType": "midcall",
 "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
 "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
 "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286",
 "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
 "type": "MonitoringHold",
 "eventType": "SupervisorDesktopMessage"
 },
 "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
 "type": "MonitoringRequest"
}
Pause Monitoring Failed Event

If the system fails to create the Contact Monitoring Hold request, the eMonitoringHoldFailed payload is delivered asynchronously.

Example

  Desktop.monitoring.addEventListener("eMonitoringHoldFailed", (msg) =>
      console.log("Monitoring eMonitoringHoldFailed: ", msg)
    );

Example Response

{
"data": {
"orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
 "monitorType": "midcall",
 "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
 "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
 "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286",
 "reason": "Media leg failure",
 "reasonCode": 95367,
 "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
 "type": "MonitoringHoldFailed",
 "eventType": "SupervisorDesktopMessage"
 },
 "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
 "type": "MonitoringRequest"
}
Resume Monitoring

The Desktop.monitoring.unHoldMonitoring request resumes call monitoring that was paused earlier.

Example

await Desktop.monitoring.unHoldMonitoring ({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" });

Parameters

NameTypeDescriptionRequired
interactionIdStringUnique identifier of the interaction.Yes
Resume Monitoring Success Event

After initiating the pause monitoring request to AQM, the listener listens to the eMonitoringUnHeld events.

Example

Desktop.monitoring.addEventListener("eMonitoringUnHeld", (msg) =>
      console.log("Monitoring eMonitoringUnHeld: ", msg)
    );

Example Response

{
"data": {
"orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
 "monitorType": "midcall",
 "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
 "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
 "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286",
 "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
 "type": "MonitoringHold",
 "eventType": "SupervisorDesktopMessage"
 },
 "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
 "type": "MonitoringRequest"
}
Resume Monitoring Failed Event

If the system fails to create the Contact Monitoring Hold request, the eMonitoringUnHoldFailed payload is delivered asynchronously.

Example

  Desktop.monitoring.addEventListener("eMonitoringUnHoldFailed", (msg) =>
      console.log("Monitoring eMonitoringUnHoldFailed: ", msg)
    );

Example Response

{
"data": {
"orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
 "monitorType": "midcall",
 "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
 "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
 "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286",
 "reason": "Media leg failure",
 "reasonCode": 95367,
 "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
 "type": "MonitoringHoldFailed",
 "eventType": "SupervisorDesktopMessage"
 },
 "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
 "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
 "type": "MonitoringRequest"
}
End Monitoring

The Desktop.monitoring.endMonitoring request ends active call monitoring requests.

Example

await Desktop.monitoring.endMonitoring ({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" });

Parameters

NameTypeDescriptionRequired
interactionIdStringUnique identifier of the interaction.Yes
End Monitoring Success Event

After initiating the pause monitoring request to AQM, the listener listens to the eMonitoringEnded event.

Example

  Desktop.monitoring.addEventListener("eMonitoringEnded", (msg) =>
      console.log("Monitoring eMonitoringEnded: ", msg)
    );

Example Response

{
  "data": {
    "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
    "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
    "monitorType": "midcall",
    "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
    "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
    "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286",
    "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
    "type": "MonitoringEnded",
    "eventType": "SupervisorDesktopMessage"
  },
  "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
  "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
  "type": "MonitoringRequest"
}
End Monitoring Failed Event

If End Monitoring fails, the eMonitoringEndFailed payload is delivered asynchronously.

Example

  Desktop.monitoring.addEventListener("eMonitoringEndFailed", (msg) =>
      console.log("Monitoring eMonitoringEndFailed: ", msg)
    );

Example Response

{
  "data": {
    "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
    "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286",
    "monitorType": "midcall",
    "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286",
    "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c",
    "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286",
    "reason": "Media leg failure",
    "reasonCode": 95367,
    "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
    "type": "MonitoringEndFailed",
    "eventType": "SupervisorDesktopMessage"
  },
  "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
  "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
  "type": "MonitoringRequest"
}
Barge In

The Desktop.monitoring.bargeIn request allows a supervisor to barge into an ongoing call between an agent and a customer, that is already being monitored.

Example

await Desktop.monitoring.bargeIn ({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" });

Parameters

NameTypeDescriptionRequired
interactionIdStringUnique identifier of the interaction.Yes
Barge In Success Event

After initiating the barge in request to AQM, the listener listens to the eAgentMonitorStateChanged event.

Example

  Desktop.monitoring.addEventListener("eAgentMonitorStateChanged", (msg) =>
      console.log("Monitoring eMonitoringEnded: ", msg)
    );

Example Response

{
    "data": {
        "agentId": "6fc77132-5886-467f-b977-5b147770a7a7",
        "eventTime": 1693216938773,
        "eventType": "SupervisorDesktopMessage",
        "interactionId": "47ee78e5-a46c-446b-b607-8345d3f6c38d",
        "interaction":{},
        "monitoringState": {
            "type": "BargeIn"
        },
        "orgId": "c1040014-0ee0-4e9e-aaaf-e2bd54174760",
        "supervisorId": "075031e0-8013-4ae6-b59b-399a1b6ed19d",
        "supervisorName": "Intg Supervisor1",
        "trackingId": "f0d51000-17e1-4a38-a571-59e3b95ffa7e",
        "type": "AgentMonitorStateChanged"
    },
    "orgId": "c1040014-0ee0-4e9e-aaaf-e2bd54174760",
    "trackingId": "notifs_12a93135-7b69-4dd2-891c-df3096a5c437",
    "type": "AgentMonitorStateChanged"
}
Barge In Failed Event

If Barge In fails, the eAgentMonitorStateChangeFailed payload is delivered asynchronously.

Example

  Desktop.monitoring.addEventListener("eAgentMonitorStateChangeFailed", (msg) =>
      console.log("Monitoring eAgentMonitorStateChangeFailed: ", msg)
    );

Example Response

{
  "data": {
        "agentId": "6fc77132-5886-467f-b977-5b147770a7a7",
        "eventTime": 1693216938773,
        "eventType": "SupervisorDesktopMessage",
        "interactionId": "47ee78e5-a46c-446b-b607-8345d3f6c38d",
        "monitoringState": {
            "type": "BargeIn"
        },
        "orgId": "c1040014-0ee0-4e9e-aaaf-e2bd54174760",
        "supervisorId": "075031e0-8013-4ae6-b59b-399a1b6ed19d",
        "reason": "Media leg failure",
        "reasonCode": 95367,
        "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
        "type": "AgentMonitorStateChangeFailed"},
  "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c",
  "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a",
  "type": "MonitoringRequest"
}

anchorRelated Pages

anchor
  • Agent Desktop overview
  • Desktop SDK Reference
In This Article
  • Before You Begin
  • Call Monitoring Module
  • Related Pages

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