Salesforce Console Integration Toolkit Developer Guide

Introducing the Salesforce Console Integration Toolkit
Working with the Salesforce Console Integration Toolkit
Methods for Primary Tabs and Subtabs
Methods for Navigation Tabs
Methods for Computer-Telephony Integration (CTI)
Methods for Application-Level Custom Console Components
Methods for Push Notifications
Methods for Console Events
Methods for Live Agent
Methods for Omni-Channel
acceptAgentWork
closeAgentWork
declineAgentWork
getAgentWorks
getAgentWorkload
getServicePresenceStatusChannels
getServicePresenceStatusId
login
logout
setServicePresenceStatus
Methods for Omni-Channel Console Events
Glossary
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Methods for Omni-Channel 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.

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 functions:

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.