• 5.19 • 5.3 • 5.8

<translate>

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 (data)	JavaScript method executed when API method request is completed

Response

The response object contains the following fields.

Name	Description
data.agent_id	Agent username
data.status	Agent state (e.g., "Ready" or "Not Ready")
data.reason	Not Ready reason (e.g., "Lunch" or "Break")
data.interactions	Interaction data
data.item.id	Interaction ID (string)
data.global_id	Global interaction ID (GIID; string)
data.phone_number	Customer phone number
data.service	Name of the service handling the interaction
data.screenpop_data	Information shown on screen-pop
data.attached_data	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	Type	Description
status	string	Specifies the agent state to be set
reason_code	number	Specifies the reason for agent state change

</translate>

< Previous | Next >