lightning:omniToolkitAPI (Beta)

The lightning:omniToolkitAPI component (beta) enables a component in the utility bar for Omni-Channel to use methods like returning a list of open work items for an agent. Omni-Channel routes work to agents in the console.

This example includes a button to accept a work item that’s assigned to an agent in the Omni-Channel utility.

1<aura:component implements="flexipage:availableForAllPageTypes" access="global" >
2    <lightning:omniToolkitAPI aura:id="omniToolkit" />
3    <lightning:button label="Accept" onClick="{! c.acceptWork }" />
4</aura:component>

The button in the component calls the following client-side controller.

1({
2            acceptWork: function(cmp, evt, hlp) {
3                var omniAPI = cmp.find("omniToolkit");
4                omniAPI.getAgentWorks({
5                    callback: function(result) {
6                        var works = JSON.parse(result.works);
7                        var work = works[0];
8                        omniAPI.acceptAgentWork({
9                            workId: work.workId,
10                            callback: function(result2) {
11                                if (result2.success) {
12                                    console.log("Accepted work successfully");
13                                } else {
14                                    console.log("Accept work failed");
15                                }
16                            }
17                        });
18                    }
19                });
20            }
21        })

All the methods are asynchronous, so they return the response in an object in a callback method.

This component supports the following methods.

acceptAgentWork({workId, callback}): Accepts a work item that’s assigned to an agent.

• workId (string): The ID of the work item the agent accepts.
• callback (function): Optional. Function called when an agent accepts the work item associated with the workId.

closeAgentWork({workId, callback}): Changes the status of a work item to Closed and removes it from the list of work items.

• workId (string): The ID of the work item that’s closed.
• callback (function): Optional. Function called when the work item associated with the workId is closed.

declineAgentWork({workId, declineReason, callback}): Declines a work item that’s assigned to an agent.

• workId (string): The ID of the work item that the agent declines.
• declineReason (string): Optional. The provided reason for why the agent declined the work request.
• callback (function): Optional. Function called when an agent declines the work item associated with the workId.

getAgentWorks({callback}): Returns a list of work items that are currently assigned to an agent and open in the agent’s workspace.

• callback (function): Optional. Function called when the list of an agent’s work items is retrieved.

getAgentWorkload({callback}): Retrieves an agent’s currently-assigned workload. Use this method for rerouting work to available agents.

• callback (function): Optional. Function called when the agent’s configured capacity and work retrieved.

getServicePresenceStatusChannels({callback}): Retrieves the service channels that are associated with an Omni-Channel user’s current presence status.

• callback (function): Optional. Function called when the channels associated with a presence status are retrieved.

getServivePresenceStatusId({callback}): Retrieves an agent’s current presence status.

• callback (function): Optional. Function called when the agent’s presence status is retrieved.

login({statusId, callback}): Logs an agent into Omni-Channel with a specific presence status.

• statusId (string): The ID of the presence status.
• callback (function): Optional. Function called when the agent is logged in with the presence status associated with statusId.

logout({callback}): Logs an agent out of Omni-Channel.

• callback (function): Optional. Function called when the agent is logged out of Omni-Channel.

setServicePresenceStatus({statusId, callback}): Sets an agent’s presence status to a status with a particular ID. We log the user into presence if that user isn’t already logged in. This removes the need for you to make additional calls.

• statusId (string): The ID of the presence status you want to set the agent to.
• callback (function): Optional. Function called when the agent’s status is changed to the presence status associated with statusId.