From Bright Pattern Documentation
| Line 16: | Line 16: | ||
|- | |- | ||
| callback | | callback | ||
| − | | function | + | | function |
| JavaScript method executed when API method request is completed | | JavaScript method executed when API method request is completed | ||
|} | |} | ||
| Line 25: | Line 25: | ||
{|border="1" style="border-collapse:collapse" cellpadding="5" | {|border="1" style="border-collapse:collapse" cellpadding="5" | ||
| '''Name''' | | '''Name''' | ||
| + | | '''Data Type''' | ||
| '''Description''' | | '''Description''' | ||
|- | |- | ||
| data.agent_id | | data.agent_id | ||
| − | | | + | | string |
| + | | agent username | ||
|- | |- | ||
| data.status | | data.status | ||
| − | | | + | | string |
| + | | agent state (e.g., "Ready" or "Not Ready") | ||
|- | |- | ||
| data.reason | | data.reason | ||
| + | | string | ||
| Not Ready reason (e.g., "Lunch" or "Break") | | Not Ready reason (e.g., "Lunch" or "Break") | ||
|- | |- | ||
| data.interactions | | data.interactions | ||
| − | | | + | | array |
| + | | List of interaction data | ||
|- | |- | ||
| data.item.id | | data.item.id | ||
| − | | Interaction ID | + | | string |
| + | | Interaction ID | ||
|- | |- | ||
| data.global_id | | data.global_id | ||
| − | | Global interaction ID (GIID | + | | string |
| + | | Global interaction ID (GIID) | ||
|- | |- | ||
| data.phone_number | | data.phone_number | ||
| + | | string | ||
| Customer phone number | | Customer phone number | ||
|- | |- | ||
| data.service | | data.service | ||
| + | | string | ||
| Name of the service handling the interaction | | Name of the service handling the interaction | ||
|- | |- | ||
| data.screenpop_data | | data.screenpop_data | ||
| + | | string | ||
| Information shown on screen-pop | | Information shown on screen-pop | ||
|- | |- | ||
| data.attached_data | | data.attached_data | ||
| + | | array | ||
| File attachments | | File attachments | ||
|} | |} | ||
| Line 85: | Line 96: | ||
{|border="1" style="border-collapse:collapse" cellpadding="5" | {|border="1" style="border-collapse:collapse" cellpadding="5" | ||
| '''Parameter''' | | '''Parameter''' | ||
| − | | '''Type''' | + | | '''Data Type''' |
| + | | '''Required/Optional''' | ||
| '''Description''' | | '''Description''' | ||
|- | |- | ||
| status | | status | ||
| string | | string | ||
| + | | required | ||
| Specifies the agent state to be set | | Specifies the agent state to be set | ||
|- | |- | ||
| reason_code | | reason_code | ||
| number | | number | ||
| + | | optional | ||
| Specifies the reason for agent state change | | Specifies the reason for agent state change | ||
|} | |} | ||
Revision as of 17:38, 8 October 2018
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Agent State
Agent State is used to request an agent's state and interaction information, as well as to change an agent's state. Use either the getState or setStatus method.
getState
getState can be called any time to request information about an agent's current state and interactions.
Syntax
window.bpspat.api.getState(callback)
Parameters
| Parameter | Type | Description |
| callback | function | JavaScript method executed when API method request is completed |
Response
The response object contains the following fields.
| Name | Data Type | Description |
| data.agent_id | string | agent username |
| data.status | string | agent state (e.g., "Ready" or "Not Ready") |
| data.reason | string | Not Ready reason (e.g., "Lunch" or "Break") |
| data.interactions | array | List of interaction data |
| data.item.id | string | Interaction ID |
| data.global_id | string | Global interaction ID (GIID) |
| data.phone_number | string | Customer phone number |
| data.service | string | Name of the service handling the interaction |
| data.screenpop_data | string | Information shown on screen-pop |
| data.attached_data | array | File attachments |
Example
{
data.agent_id: "john.smith";
data.status: "Not Ready";
data.reason: "Lunch"
data.interactions: [ {
data.item_id: "123123123";
data.global_id: "asd234asdf234df"
data.phone_number: "55511122233"
data.service: "Customer Support"
data.screenpop_data: "Case: 123123"
data.attached_data: {a:b, c:d}
data.service: "Customer Support";
}, ...
]
}
setStatus
Requests an agent routing state change (with or without a reason code).
Syntax
window.bpspat.api.setStatus(status, reason_code="")
Parameters
| Parameter | Data Type | Required/Optional | Description |
| status | string | required | Specifies the agent state to be set |
| reason_code | number | optional | Specifies the reason for agent state change |
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