changeAgentState

Event Name

changeAgentState

Event Description

When an agent changes its MRD state, state, or logs out from the agent desk, the agent desk requests to agent manager to change its MRD states:

ready/not-ready
ready/not-ready with or without selecting reason of not ready)
log out (with or without selecting reason of logout).

Emitter

Agent Desk

Name	Description	Payload Properties
agentId	type: UUID/String Desc: The ID of the agent for whom state needs to be changed	-
action	type: String Desc: describe action to be performed. There are two possible values: "agentState" "agentMRDState"	-
state	type: Object, when the action is 'agentState'. type: String, when the action is 'agentMRDState'. Desc: State of the agent and the reason for the state	When the action is 'agentState'. name - String - name of the state. Possible values READY NOT_READY LOGOUT reasonCode - String - reason for change in state id - String - system generated name - String - Possible values are: Lunch Break, Out of Office, End of Shift type - String - Possible values: READY, NOT_READY, LOGOUT When the action is 'agentMRDState' possible values that can be set by the agent are: READY NOT_READY
mrdId	This field is required when the "action" is "agentMRDState", In the `‘`agentPresence’ event there will be a list of all available configured MRDs 'agentMrdStates' with their ids and additional info related to those MRDs Mention the id of this particular MRD which needs to update	-

Reason codes:

The reason codes for NOT_READY and LOGOUT can be defined on unified-admin.
The reason codes can be obtained from the API,
GET {{FQDN}}unified-admin/reasons

reasonCode payload

CODE

[
    {
        "name": "Out Of Office",
        "description": "A default log out reason code",
        "type": "LOGOUT",
        "isDeleted": false,
        "createdAt": "2025-10-09T05:25:49.866Z",
        "updatedAt": "2025-10-09T05:25:49.866Z",
        "code": 1,
        "id": "62ffc95cf12b6ccf1594d781"
    },
    {
        "name": "Short Break",
        "description": "A default not ready reason code",
        "type": "NOT_READY",
        "isDeleted": false,
        "createdAt": "2025-10-09T05:25:49.964Z",
        "updatedAt": "2025-10-09T05:25:49.964Z",
        "code": 2,
        "id": "62ffc9e9f12b6ccf1594d88b"
    }
]

agentState

CODE

{
  "agentId": "a13a49f4-7ec6-436b-91b0-0fd1be205799",
  "action": "agentState",
  "state": {
    "name": "NOT_READY || READY || LOGOUT",
    "reasonCode": {"id":"ef172d24-7b35-4c6d-ada5-41827034d308","name":"Lunch Break || Out of Office || End of Shift","type":"NOT_READY"} 
  } 
}

agentMRDState

CODE

{

  "agentId": "a13a49f4-7ec6-436b-91b0-0fd1be205799",
  "action": "agentMRDState",
  "state": "READY || NOT_READY",
  "mrdId": "6233dde8c004592808ad3c0d"
}

Other Logout Scenarios:

Users may also be logged out in the following situations:

1)A supervisor logs out agents from the Available Agents Detail dashboard.

2)Log out due to disconnectivity.

3) Log out due to inactivity.

For the 1st scnerio, the logout reason payload should be
{ name: "FORCED_LOGOUT_BY_SUPERVISOR", description: "Logout by supervisor", type: "LOGOUT", code: 9, id: "62ffc95cf12b6ccf1594d934" }

for third scnerio the reason code payload should be
{ name: "SESSION_TIMEOUT_INACTIVITY", description: "Logout due to no activity on interface", type: "LOGOUT", code: 9, id: "12ffc95cf12b6ccf1594d948" }