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 Set Up Omni-Channel. These events apply to Salesforce Classic only.

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: An overlay appears, which tells a user that logout is in progress. Callbacks are executed that have been registered by using sforce.console.ConsoleEvent.CONSOLE_LOGOUT. 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

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:

An overlay appears, which tells a user that logout is in progress.
Callbacks are executed that have been registered by using sforce.console.ConsoleEvent.CONSOLE_LOGOUT.
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

Set Up Omni-Channel Console Events

Event	Description	Payload
sforce.console.ConsoleEvent.PRESENCE.LOGIN_SUCCESS	Fired when an Set Up Omni-Channel user logs into Set Up 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 Set Up 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 Set Up 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 Set Up 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 the status of an AgentWork object is changed to Closed. Available in API version 32.0 or later.	workItemId—the ID of the object that’s routed through Set Up 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 Set Up 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.