• 5.19 • 5.3 • 5.8

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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 getState or setStatus.

getState

Requests information about an agent's current state and interactions. Note that the agent must be logged in to Agent Desktop in order to use getState.

Syntax

window.bpspat.api.getState(callback)
callback = function(data) {
}

Parameters

Parameter	Type	Description
callback	function	JavaScript method executed when API method request is completed

How to Use getState

1. Make sure the agent is logged in.
   
   
2. Click Get State to initiate the request.
   
   
3. View the response data on the page.
   
   

Response

Example Response

The following example shows the response you may get when you call getState.

{
	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";
 		}, ...
	]
}

Response 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	object	File attachments

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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