Omni-Channel Developer’s Guide

Omni-Channel SOAP API Objects
Omni-Channel Objects for the Salesforce Console Integration Toolkit
acceptAgentWork
closeAgentWork
declineAgentWork
getAgentWorks
getAgentWorkload
getServicePresenceStatusChannels
getServicePresenceStatusId
login
logout
setServicePresenceStatus
Methods for Console Events
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Methods for Console Events

JavaScript can be executed when certain types of events occur in a console, such as when a user closes a tab. In addition to the standard methods for console events, there are a few events that are specific to Omni-Channel.

Standard Console Events

Event Description Payload
sforce.console.ConsoleEvent.​OPEN_TAB Fired when a primary tab or subtab is opened. Available in API version 30.0 or later.
  • id—the ID of the opened tab
  • objectId—the object ID of the opened tab, if available
sforce.console.ConsoleEvent.​CLOSE_TAB Fired when a primary tab or subtab with a specified ID in the additionalParams argument is closed. Or, fired when a primary tab or subtab with no specified ID is closed. Available in API version 30.0 or later.
  • id—the ID of the closed tab
  • objectID—the object ID of the closed tab, if available
sforce.console.ConsoleEvent.​CONSOLE_LOGOUT Delays the execution of logging out of a console when a user clicks Logout. When Logout is clicked:
  1. An overlay appears, which tells a user that logout is in progress.
  2. Callbacks are executed that have been registered by using sforce.console.ConsoleEvent.CONSOLE_LOGOUT.
  3. Console logout logic is executed.

If the callback contains synchronous blocking code, the console logout code isn’t executed until the blocking code is executed. As a best practice, avoid synchronous blocking code or long code execution during logout.

Available in API version 31.0 or later.

None

Omni-Channel Console Events

Event Description Payload
sforce.console.ConsoleEvent.​PRESENCE.LOGIN_SUCCESS Fired when an Omni-Channel user logs into Omni-Channel successfully.

Available in API version 32.0 or later.
  • statusId—the ID of the agent’s current presence status.
sforce.console.ConsoleEvent.​PRESENCE.STATUS_CHANGED Fired when a user changes his or her presence status.

Available in API version 32.0 or later.
  • statusId—the ID of the agent’s current presence status.
  • channels—channelJSON string of channel objects.
  • statusName—the name of the agent’s current presence status.
  • statusApiName—the API name of the agent’s current presence status.
sforce.console.ConsoleEvent.​PRESENCE.LOGOUT Fired when a user logs out of Salesforce.

Available in API version 32.0 or later.

 None
sforce.console.ConsoleEvent.​PRESENCE.WORK_ASSIGNED Fired when a user is assigned a new work item.

Available in API version 32.0 or later.
  • workItemId—the ID of the object that’s routed through Omni-Channel. This object becomes a work assignment with a workId when it’s assigned to an agent.
  • workId—the ID of a work assignment that’s routed to an agent.
sforce.console.ConsoleEvent.​PRESENCE.WORK_ACCEPTED Fired when a user accepts a work assignment, or when a work assignment is automatically accepted.

Available in API version 32.0 or later.
  • workItemId—the ID of the object that’s routed through Omni-Channel. This object becomes a work assignment with a workId when it’s assigned to an agent.
  • workId—the ID of a work assignment that’s routed to an agent.
sforce.console.ConsoleEvent.​PRESENCE.WORK_DECLINED Fired when a user declines a work assignment.

Available in API version 32.0 or later.
  • workItemId—the ID of the object that’s routed through Omni-Channel. This object becomes a work assignment with a workId when it’s assigned to an agent.
  • workId—the ID of a work assignment that’s routed to an agent.
sforce.console.ConsoleEvent.​PRESENCE.WORK_CLOSED Fired when a user closes a tab in the console that’s associated with a work item. When the tab for that work item is closed, the status of the AgentWork object associated with it automatically changes to “Closed.”

Available in API version 32.0 or later.
  • workItemId—the ID of the object that’s routed through Omni-Channel. This object becomes a work assignment with a workId when it’s assigned to an agent.
  • workId—the ID of a work assignment that’s routed to an agent.
sforce.console.ConsoleEvent. PRESENCE.WORKLOAD_CHANGED Fired when an agent’s workload changes. This includes receiving new work items, declining work items, and closing items in the console. It’s also fired when there’s a change to an agent’s capacity or Presence Configuration or when the agent goes offline in the Omni-Channel widget.
  • ConfiguredCapacity—the configured capacity for the agent.
  • PreviousWorkload—the agent’s workload before the change.
  • NewWorkload—the agent’s new workload after the change.

channel

The channel object contains the following properties:

Name Type Description
channelId String Retrieves the ID of a service channel that’s associated with a presence status.
developerName String Retrieves the developer name of the the service channel that’s associated with the channelId.

Methods for Console Events

Method Description
addEventListener() Adds a listener for a custom event type or a standard event type when the event is fired. This method adds a listener for custom event types in API version 25.0 or later; it adds a listener for standard event types in API version 30.0 or later.
fireEvent() Fires a custom event. This method is only available in API version 25.0 or later.
removeEventListener() Removes a listener for a custom event type or a standard event type. This method removes a listener for custom event types in API version 25.0 or later; it removes a listener for standard event types in API version 30.0 or later.