From Bright Pattern Documentation
Jump to: navigation, search
Line 1: Line 1:
 
<translate>
 
<translate>
 
= Complete and Disposition an Interaction =
 
= Complete and Disposition an Interaction =
With the [[Embedded-agent-desktop-sdk-specification/Methods/completeInteractionWithDisp |  completeInteractionWithDisp]] method, you can accomplish two actions in one step: 1) disposition an interaction, and 2) complete the interaction.
+
With the [[Embedded-agent-desktop-api-specification/Methods/completeInteractionWithDisp |  completeInteractionWithDisp]] method, you can accomplish two actions in one step: 1) disposition an interaction, and 2) complete the interaction.
  
completeInteractionWithDisp is best used with [[Embedded-agent-desktop-sdk-specification/Methods/getState |  getState]] and [[Embedded-agent-desktop-sdk-specification/Methods/terminateInteraction |  terminateInteraction]]. getState retrieves agent state information, including the interaction ID that you will need in order to end the interaction. terminateInteraction allows you to end the interaction and place the agent in the after-call work (ACW) state.
+
completeInteractionWithDisp is best used with [[Embedded-agent-desktop-api-specification/Methods/getState |  getState]] and [[Embedded-agent-desktop-api-specification/Methods/terminateInteraction |  terminateInteraction]]. getState retrieves agent state information, including the interaction ID that you will need in order to end the interaction. terminateInteraction allows you to end the interaction and place the agent in the after-call work (ACW) state.
  
 
The completeInteractionWithDisp method can be attached to a web element, such as a button, on your webpage. When clicked, the button will process the API method.
 
The completeInteractionWithDisp method can be attached to a web element, such as a button, on your webpage. When clicked, the button will process the API method.
  
 
In this article, you will learn how to:
 
In this article, you will learn how to:
* Attach [[Embedded-agent-desktop-sdk-specification/Methods/getState |  getState]] to a button
+
* Attach [[Embedded-agent-desktop-api-specification/Methods/getState |  getState]] to a button
* Attach [[Embedded-agent-desktop-sdk-specification/Methods/terminateInteraction |  terminateInteraction]] to a button and item ID to a field
+
* Attach [[Embedded-agent-desktop-api-specification/Methods/terminateInteraction |  terminateInteraction]] to a button and item ID to a field
* Attach [[Embedded-agent-desktop-sdk-specification/Methods/completeInteractionWithDisp |  completeInteractionWithDisp]] to a button and item ID to a field
+
* Attach [[Embedded-agent-desktop-api-specification/Methods/completeInteractionWithDisp |  completeInteractionWithDisp]] to a button and item ID to a field
 
* Place sample JavaScript into HTML
 
* Place sample JavaScript into HTML
  
== How to Use completeInteractionWithDisp ==
 
Of course, there are many ways to style your page elements and Agent Desktop widget display. The following is provided for example purposes only.
 
  
# Paste the [[5.3:Embedded-agent-desktop-sdk-specification/UseCases/CompleteInteractionDisposition#Sample_Code |
+
== Sample Code ==
sample code]] into the body of your HTML file. This is the bare minimum that you need for the SDK to work. Make sure you replace "<tenant>" with the name of your Agent Desktop web server.<br /><br />
+
In this sample code, the methods are attached to button elements.
# Save and open the page in your web browser. Make sure the agent is logged in and "Ready."<br /><br />
+
 
# A call comes in and the agent accepts it.<br /><br />[[File:TerminateInteraction1-53.PNG|800px|center|Incoming call]]<br /><br />
+
Copy this sample code for pasting into your HTML file. This is the bare minimum that you need for the SDK to work. Make sure you replace "<tenant>" with the name of your Agent Desktop web server (e.g., "example.brightpattern.com").
# During the call, click '''Get State''', which brings up the agent status log data.<br /><br />[[File:Completedisp1-53.PNG|800px|center|Agent status information shown in logs]]<br /><br />
 
#  Copy the '''item_ID''' from the logs, paste it into the Interaction ID field, and click '''Terminate''' to end the call. This places the agent in the after-call work state.<br /><br />
 
# Type in a disposition name and notes, if desired. Click '''Complete with Disposition''' to complete the call. This places the agent in the Ready state.<br /><br />[[File:Completedisp3-53.PNG|800px|center|Complete and disposition the interaction]]<br /><br />
 
  
  
== Sample Code ==
+
<syntaxhighlight lang="javascript">
 
  <script type="text/javascript" src="https://<tenant>.brightpattern.com/agentdesktop/libs/servicepattern-sdk-v1.js">  
 
  <script type="text/javascript" src="https://<tenant>.brightpattern.com/agentdesktop/libs/servicepattern-sdk-v1.js">  
 
  </script>
 
  </script>
 
   
 
   
  <iframe id="repeater" style="position:absolute; right: 8px; width: 300px; height: 700px;" src="https://<tenant>.brightpattern.com/agentdesktop/UniversalRepeater.jsp"></iframe>//The Agent Desktop widget ("repeater") and display properties. In the source, replace "<tenant>" with your actual Agent Desktop web server name.
+
  <iframe id="repeater" style="position:absolute; right: 8px; width: 300px; height: 700px;" src="https://<tenant>.brightpattern.com/agentdesktop/UniversalRepeater.jsp"></iframe>
 
   
 
   
  <button onclick="bpspat.api.getState(log)">Get State</button>//Button with getState method attached
+
  <button onclick="bpspat.api.getState(log)">Get State</button>
  <<nowiki />br>
+
  <br>
  <<nowiki />br>
+
  <br>
  <input id="item" type="text" placeholder="Interaction Id, see Logs"/>//Field for entering item_ID
+
  <input id="item" type="text" placeholder="Interaction Id, see Logs"/>
  <input id="disposition" type="text" placeholder="Disposition name"/>//Field for entering disposition name
+
  <input id="disposition" type="text" placeholder="Disposition name"/>
  <input id="notes" type="text" placeholder="Notes"/>//Field for entering text notes
+
  <input id="notes" type="text" placeholder="Notes"/>
  <<nowiki />br>
+
  <br>
  <<nowiki />br>
+
  <br>
 
  <button onclick="bpspat.api.terminateInteraction(document.getElementById('item').value)">Terminate</button>
 
  <button onclick="bpspat.api.terminateInteraction(document.getElementById('item').value)">Terminate</button>
 
  <button onclick="bpspat.api.completeInteractionWithDisp(document.getElementById('item').value,(document.getElementById('disposition').value,(document.getElementById('notes').value)">Complete with Disposition</button>
 
  <button onclick="bpspat.api.completeInteractionWithDisp(document.getElementById('item').value,(document.getElementById('disposition').value,(document.getElementById('notes').value)">Complete with Disposition</button>
  <<nowiki />br>
+
  <br>
  <<nowiki />br>
+
  <br>
  <<nowiki />div id="log">Logs...</div>//Logs section.
+
  <div id="log">Logs...</div>
  <<nowiki />br>
+
  <br>
  <<nowiki />br>
+
  <br>
 
   
 
   
  <script type="text/javascript">//Uses the log function to place requested data on the page.
+
  <script type="text/javascript">
  window.bpspat.api.init("https://<tenant>.brightpattern.com");//The window.bpspat.api object will appear on an external webpage ONLY when this part is included in the script. Replace "<tenant>" with your actual Agent Desktop web server name.
+
  window.bpspat.api.init("https://<tenant>.brightpattern.com");
 
  function log(data) {
 
  function log(data) {
 
  let div = document.createElement("div");
 
  let div = document.createElement("div");
Line 56: Line 51:
 
   
 
   
 
  </script>
 
  </script>
 +
</syntaxhighlight>
 +
 +
 +
== Example Exercise ==
 +
Of course, there are many ways to style your page elements and Agent Desktop widget display. The following is provided for example purposes only.
 +
 +
# Paste the [[5.3:Embedded-agent-desktop-sdk-specification/UseCases/CompleteInteractionDisposition#Sample_Code |
 +
sample code]] into the body of your HTML file. <br /><br />
 +
# Save and open the page in your web browser. Make sure the agent is logged in and "Ready."<br /><br />
 +
# A call comes in and the agent accepts it.<br /><br />[[File:TerminateInteraction1-53.PNG|800px|center|Incoming call]]<br /><br />
 +
# During the call, click '''Get State''', which brings up the agent status log data.<br /><br />[[File:Completedisp1-53.PNG|800px|center|Agent status information shown in logs]]<br /><br />
 +
#  Copy the '''item_ID''' from the logs, paste it into the Interaction ID field, and click '''Terminate''' to end the call. This places the agent in the after-call work state.<br /><br />
 +
# Type in a disposition name and notes, if desired. Click '''Complete with Disposition''' to complete the call. This places the agent in the Ready state.<br /><br />[[File:Completedisp3-53.PNG|800px|center|Complete and disposition the interaction]]<br /><br />
 +
  
  

Revision as of 22:07, 26 March 2019

• 5.19 • 5.3 • 5.8

<translate>

Complete and Disposition an Interaction

With the completeInteractionWithDisp method, you can accomplish two actions in one step: 1) disposition an interaction, and 2) complete the interaction.

completeInteractionWithDisp is best used with getState and terminateInteraction. getState retrieves agent state information, including the interaction ID that you will need in order to end the interaction. terminateInteraction allows you to end the interaction and place the agent in the after-call work (ACW) state.

The completeInteractionWithDisp method can be attached to a web element, such as a button, on your webpage. When clicked, the button will process the API method.

In this article, you will learn how to:


Sample Code

In this sample code, the methods are attached to button elements.

Copy this sample code for pasting into your HTML file. This is the bare minimum that you need for the SDK to work. Make sure you replace "<tenant>" with the name of your Agent Desktop web server (e.g., "example.brightpattern.com").


 <script type="text/javascript" src="https://<tenant>.brightpattern.com/agentdesktop/libs/servicepattern-sdk-v1.js"> 
 </script>
 
 <iframe id="repeater" style="position:absolute; right: 8px; width: 300px; height: 700px;" src="https://<tenant>.brightpattern.com/agentdesktop/UniversalRepeater.jsp"></iframe>
 
 <button onclick="bpspat.api.getState(log)">Get State</button>
 <br>
 <br>
 <input id="item" type="text" placeholder="Interaction Id, see Logs"/>
 <input id="disposition" type="text" placeholder="Disposition name"/>
 <input id="notes" type="text" placeholder="Notes"/>
 <br>
 <br>
 <button onclick="bpspat.api.terminateInteraction(document.getElementById('item').value)">Terminate</button>
 <button onclick="bpspat.api.completeInteractionWithDisp(document.getElementById('item').value,(document.getElementById('disposition').value,(document.getElementById('notes').value)">Complete with Disposition</button>
 <br>
 <br>
 <div id="log">Logs...</div>
 <br>
 <br>
 
 <script type="text/javascript">
 window.bpspat.api.init("https://<tenant>.brightpattern.com");
 function log(data) {
 let div = document.createElement("div");
 div.innerHTML = JSON.stringify(data);
 document.getElementById("log").appendChild(div);
 }
 
 </script>


Example Exercise

Of course, there are many ways to style your page elements and Agent Desktop widget display. The following is provided for example purposes only.

  1. Paste the sample code into the body of your HTML file.

  2. Save and open the page in your web browser. Make sure the agent is logged in and "Ready."

  3. A call comes in and the agent accepts it.

    Incoming call


  4. During the call, click Get State, which brings up the agent status log data.

    Agent status information shown in logs


  5. Copy the item_ID from the logs, paste it into the Interaction ID field, and click Terminate to end the call. This places the agent in the after-call work state.

  6. Type in a disposition name and notes, if desired. Click Complete with Disposition to complete the call. This places the agent in the Ready state.

    Complete and disposition the interaction




</translate>

< Previous