Socket Events

This document describe the emission of events, their triggers and the properties as updated between custom Agent Desk and AgentManager.

The first table describes the events emitted by the custom Agent Desk and second tables enlist events emitted by Agent Manager.

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Agent as Emitter Socket Events

These events are emitted by the Agent/custom Agent Desk and listened by events on Agent Manager.

Title	Event Description	Emitter
unsubscribePullModeList	When an agent unsubscribes to a list the agent desk emits an event of unsubscribePullModeList to the agent manager, agent manager listens to the event and successfully unsubscribes from the list for that agent.	Agent Desk
subscribePullModeList	When an agent subscribes to a list the agent desk emits an event of subscribePullModeList to the agent manager, agent manager listens to the event and successfully subscribes to the list for that agent.	Agent Desk
topicSubscription	Agent requests to agent manager for the topic subscription by emitting this event.	Agent Desk
topicUnsubscription_	Agent requests to agent manager for the topic unsubscription by emitting this event.	Agent Desk
publishCimEvent	Event is emitted when agent requests to agent manager for publishing in-conversation events such as the messages of multiple types such as plain, media, contact, location, URL and WrapUp.	Agent Desk
joinPullModeRequest	Event is emitted when an agent joins a chat, the agent desk emits an event of unsubscribePullModeList to the agent manager, agent manager listens to the event and successfully joins the chat for the agent.	Agent Desk
deletePullModeRequest	Event is emitted when an agent ends a chat the agent desk emits an event of deletePullModeRequest to the agent manager, agent manager listens to the event and successfully ends the chat for the agent.	Agent Desk
directConferenceRequest	Event is emitted when an agent requests for another agent (from a certain queue) to join the active conversation, the agent desk emits an event of '`directConferenceRequest'.`In response, the Routing Engine will find another available agent until TTL time expires.	Agent Desk
directTransferRequest	Event is emitted when an agent wants to leave the conversation and transfer it to another agent (from a certain queue) to takeover the active conversation; the agent desk emits an event of '`directTransferRequest'.`In response, the Routing Engine will find another available agent until TTL time expires.	Agent Desk
changeAgentState	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).	Agent Desk
JoinAsSilentMonitor	Event is emitted when supervisor requests to agent manager to join an active conversation of a team member (agent) as a silent member.	Agent Desk
.JoinAsBargin	Event is emitted when supervisor requests to agent manager to barge-in an active conversation instead of being a silent member.	Agent Desk

Agent Manager as Emitter Socket Events

These events are emitted by the Agent Manager and listened by events on custom Agent Desk.

Title	Event Description	Emitter
onChannelTypes	Event is triggered once connection is established through a channel	Agent Manager
onPullModeSubscribedListRequest	Event is triggered when a new chat is initiated by the customer in one of the subscribed lists. It is also triggered when an agent leaves a chat	Agent Manager
onPullModeSubscribedList	Triggered when the agent unsubscribes or subscribes to the list where certain customer-agent conversations are maintained.	Agent Manager
onTopicData	Event is triggered when agent subscribes to a topic	Agent Manager
revokeTask	Event is triggered to revoke the new task request from the agent if not accepted within the configured accept time.	Agent Manager
pullModeSubscribedListRequests	Event is triggered if there are chat requests present in a list subscribed by the agent.	Agent Manager
removePullModeSubscribedListRequests	Event is triggered when agent unsubscribes to a list.	Agent Manager
topicUnsubscription	Event is triggered when an agent leaves the conversation. Event returns a success message in case of success.	Agent Manager/Agent
socketSessionRemoved	Event is triggered when agent switches to another tab. The Agent desk listens to the event and removes the agent from the previous session. Automatically logs the agent out from the previous session.	Agent Manager
topicClosed	Event is triggered to notify the agent whenever a topic is closed.	Agent Manager
taskRequest	Event is triggered on a new conversation request.	Agent Manager
onCimEvent	The agent manager sends the real-time CIM Events to the agent through this event.	Agent Manager
errors	Event is triggered to notify the agent whenever any error occurs in the system or on any request. Only type is required.	Agent Manager
connect_error	Event is triggered to notify the agent whenever any error occurs during handshake of socket connection establishment. Only type is required e.g, unauthorized user, invalid data etc.	Agent Manager
addPullModeSubscribedListRequests	Event is triggered when an agent subscribes to a list. If it contains chats, then a list of conversations is returned else the array is returned empty.	Agent Manager
agentPresence _	Event triggered to update agent state information.	Agent Manager