Start coaching call

In the idle state, an admin agent can start coaching an ongoing regular call, warm-transfer call or concurrent call by using the following event:

{
  "type": "DIALER.JOIN_COACHING",
  "payload": {
    "callUuid": "String",
    "incognito": "Boolean"
  }
}

• callUuid: The unique identifier of the call.
• incognito: Whether the coach should join the ongoing call in incognito mode or not. If true, the coachee agent will not be informed when the coach joins the call.

Upon starting the coaching call, you shall receive the following DIALER.CALL_STATUS event:

{
  "type": "DIALER.CALL_STATUS",
  "payload": {
    "flow": "regular",
    "status": "startingCoaching"
  }
}

When the admin agent is being added as a coach, you shall receive the following DIALER.CALL_STATUS event:

{
  "type": "DIALER.CALL_STATUS",
  "payload": {
    "flow": "coaching",
    "status": "joining"
  }
}

When the admin agent is added as a coach, you shall receive the following DIALER.CALL_STATUS event:

{
  "type": "DIALER.CALL_STATUS",
  "payload": {
    "flow": "coaching",
    "status": "joined"
  }
}

Subsequently, you shall receive a DIALER.SYNC event that exposes as part of metadata the properties outlined in the DIALER.SYNC documentation. These properties include:

• me: The admin agent serving as coach
• coacheeParticipant: The agent being coached (the coachee).
• activeParticipant The participant which the coachee is talking with.
• inactiveParticipant: The participant on hold during Warm Transfers or Concurrent Calls.

note

Following this, no further DIALER.SYNC events will be received, even if there are changes to the coachee's ongoing call metadata. Therefore, the activeParticipant and inactiveParticipant may not reflect the most current information, and you should use them cautiously.

Coachee agent perspective

When the coach joins the call with incognito set to false, the coachee agent shall receive a DIALER.SYNC that exposes as part of metadata the following property:

• coachParticipant: The admin agent serving as coach.

note

If the coach joined the call in incognito mode, the coachee agent will not be notified and shall not receive a DIALER.SYNC event.