• 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

Sample Code

The following is the minimum that you need to paste into your HTML webpage in order to use getState.

<script type="text/javascript" src="https://<tenant>.brightpattern.com/agentdesktop/libs/servicepattern-sdk-v1.js"> </script>//JavaScript that calls on your tenant's (contact center's) Agent Desktop and the SDK libraries. In the source, replace "<tenant>" with your actual Agent Desktop web server name.

<iframe id="repeater" style="position:absolute; right: 8px; width: 200px; height: 200px;" 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.

<button onclick="bpspat.api.getState(log)">Get State</button>//Button with getState method attached.

<div id="log">Logs...//Logs section.

<script type="text/javascript">//Gets agent state data.
function log(data) {
let div = document.createElement("div");
div.innerHTML = JSON.stringify(data);
document.getElementById("log").appendChild(div);
}
</script>

How to Use getState

1. Paste the above sample code into the body of your HTML page.
   
   
2. Save and open the page in your web browser.
   
   
3. Make sure the agent is logged in.
   
   
4. Click the Get State button to initiate the request.
   
   
5. View the response data on the page.
   
   

Response

Example Response

The following is an example of the response you may get when you call getState. Every time the state changes, the logs display the updated agent state:

Logs...
{"command":"STATE_CHANGED","data":{"status":"ready","reason":""}}
{"command":"STATE_CHANGED","data":{"status":"not_ready","reason":"Not ready"}}
{"command":"STATE_CHANGED","data":{"status":"not_ready","reason":"A+ Super Star!!!"}}

Response Fields

Name	Data Type	Description	Example
agent_id	string	agent username	"john.smith"
status	string	agent state	"Not ready"
reason	string	Not Ready reason	"Lunch"
interactions	array	List of interaction data, including data items below	"item_id":"5B07EFE4-0658-45E0-AA6E-23AA042C1F0E","screenpop_data":{}
item.id	string	Interaction ID	"5B07EFE4-0658-45E0-AA6E-23AA042C1F0E"
global_id	string	Global interaction ID (GIID)	"0CB4F48D-C4D8-4C9F-94F5-770AD5002C40"
phone_number	string	Phone number dialed (either extension number or full number)	"1012"
service	string	Name of the service handling the interaction	"Maintenance Renewal"
screenpop_data	string	Information shown on screen-pop	-
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="")

For example:

window.bpspat.api.setStatus('READY')

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

Sample Code

The following is the minimum that you need to paste into your HTML webpage in order to use setStatus.

<script type="text/javascript" src="https://<tenant>.brightpattern.com/agentdesktop/libs/servicepattern-sdk-v1.js"> </script>
//JavaScript that calls on your tenant's (contact center's) Agent Desktop and the SDK libraries. In the source, replace "<tenant>" with your actual Agent Desktop web server name.

<iframe id="repeater" style="position:absolute; right: 8px; width: 200px; height: 200px;" 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.
    
<button onclick="bpspat.api.setStatus('READY')">Set Status</button>
//HTML element with setStatus method  attached to set agent state to Ready.

<div id="log">Logs...//Logs section.

<script type="text/javascript">
            //initiate script with origin of Agent Desktop embedded on the page
            window.bpspat.api.init(window.location.href.substring(0, window.location.href.indexOf("/agentdesktop/AgentDesktopSdkTest.jsp")));//remove suffix, pass origin

            document.getElementById("repeater").src = window.location.href.replace("AgentDesktopSdkTest", "UniversalRepeater");

            function log(data) {
                let div = document.createElement("div");
                div.innerHTML = JSON.stringify(data);
                document.getElementById("log").appendChild(div);
            }

            window.bpspat.api.addStatusChangeHandler(log);
</script>

How to Use setStatus

1. Paste the above sample code onto your page.
   
   
2. Save and open the page in your web browser.
   
   
3. Make sure the agent is logged in.
   
   
4. Click the Set Status button to initiate the request.
   
   
5. View the response data on the page.
   
   

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