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Intrude

This operation is part of the Chat API section of the Web Services API.

Overview

This request allows the supervisor to intrude in an active chat interaction that an agent is currently handling (if this agent is monitored by the supervisor).

Request URL /api/v2/users/{userId}/chats/{chatId}
HTTP Method POST
Required Features api-multimedia

Parameters

Parameter Value
operationName Intrude
supervisorVisibilityMode This optional parameter specifies the visibility mode of the Supervisor in the chat interaction.

Possible values are Monitor, Coach, and BargeIn. If the parameter is not specified and the Supervisor is monitoring an agent, then the visibility mode of the agent monitoring is used, otherwise an error occurs.

Sample

Request

POST api/v2/users/4ff5b43c856d4cb2a3d6c20a88740257/chats/0000UaB58WAR003N
{
  "operationName": "Intrude",
  "supervisorVisibilityMode": "Monitor"
}

Response

{
  "statusCode": 0
}

Notification

After intruding in a chat, you should receive a notification that the status changed to Invited.

{  
   "chat":{  
      "userData":{  
         "IdentifyCreateContact":"3",
         "RTargetTypeSelected":"2",
         "RTargetObjectSelected":"?:2>1",
         "RVQID":"",
         "ChatServerAppName":"esv_chat_srv",
         "ChatServerHost":"dev-ip9-152.gws.genesys.com",
         "TimeZone":"60",
         "RTargetObjSelDBID":"",
         "ChatServerPort":"7160",
         "CBR-Interaction_cost":"",
         "CBR-contract_DBIDs":"",
         "RTargetAgentSelected":"a1",
         "CBR-IT-path_DBIDs":"",
         "RTargetRuleSelected":"",
         "RTargetPlaceSelected":"a1",
         "CBR-actual_volume":"",
         "RTenant":"Environment",
         "ChatServerDBID":"147",
         "RRequestedSkills":None,
         "RRequestedSkillCombination":"",
         "RVQDBID":"",
         "RStrategyDBID":"472",
         "CustomerSegment":"default",
         "PegAG?:2>1":1,
         "_data_id":"155-a158a722-d1a9-47a1-9bd6-cf10b157e7fa",
         "ServiceType":"default",
         "OccuredAt":"2015-11-26T16:39:41Z",
         "ServiceObjective":0,
         "RTargetRequested":"?:2>1",
         "RTargetAgentGroup":"?:2>1",
         "RStrategyName":"CloudPoDSimpleChatInStrategy",
         "Subject":"GMS Chat"
      },
      "receivedDate":"2015-11-26 18:39:38.000+0200",
      "chatType":"Inbound",
      "participants":[  
 
      ],
      "capabilities":[  
         "Accept",
         "Reject"
      ],
      "uri":"http://localhost:8090/api/v2/chats/0000UaB58WAR003N",
      "state":"Invited",
      "supervisorMode":"Monitor",
      "id":"0000UaB58WAR003N"
   },
   "messageType":"ChatStateChangeMessage",
   "notificationType":"StatusChange"
}

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This page was last modified on January 22, 2016, at 11:56.