changeAgentState

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

agentId

type: UUID/String

Desc: The ID of the agent for whom state needs to be changed

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action

type: String

Desc: describe action to be performed. There are two possible values:

1. "agentState" 

2. "agentMRDState"

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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'.

1. name - String - name of the state. Possible values

   1. READY

   2. NOT_READY

   3. LOGOUT

2. reasonCode - String - reason for change in state

   1. id - String - system generated

   2. name - String - Possible values are: Lunch Break, Out of Office, End of Shift

   3. type - String - Possible values: READY, NOT_READY, LOGOUT

• When the action is 'agentMRDState' possible values that can be set by the agent are:

1. READY

2. 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

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