Salesforce Console Developer Guide
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Using Background Utility Items
Using Events with the Lightning Console JavaScript API
Use Page Context in the Utility Bar API
Using Page References to Open Console Workspace Tabs and Subtabs
Debugging
acceptAgentWork()
closeAgentWork()
declineAgentWork()
getAgentWorkload()
getAgentWorks()
getServicePresenceStatusChannels()
getServicePresenceStatusId()
login()
logout()
lowerAgentWorkFlag()
raiseAgentWorkFlag()
setServicePresenceStatus()
Methods for Omni-Channel in Lightning Experience
Omni-Channel lets your call center route any type of incoming work item to the most
qualified, available agents.
For more information about Omni-Channel, see Omni-Channel for Administrators in Salesforce Help.
-
acceptAgentWork for Lightning Experience
Accepts a work item that’s assigned to an agent. -
closeAgentWork for Lightning Experience
Changes the status of a work item to Closed and removes it from the list of work items in the Omni-Channel utility. -
declineAgentWork for Lightning Experience
Declines a work item that’s assigned to an agent. -
getAgentWorkload for Lightning Experience
Retrieves an agent’s currently assigned workload. Use this method to reroute work to available agents. -
getAgentWorks for Lightning Experience
Returns a list of work items that are assigned to an agent and open in the agent’s workspace. -
getServicePresenceStatusChannels for Lightning Experience
Retrieves the service channels that are associated with an Omni-Channel user’s current presence status. -
getServicePresenceStatusId for Lightning Experience
Retrieves an agent’s current presence status. -
login for Lightning Experience
Logs an agent in to Omni-Channel with a specific presence status. -
logout for Lightning Experience
Logs an agent out of Omni-Channel. -
lowerAgentWorkFlag for Lightning Experience
Lowers a flag for this agent work item. -
raiseAgentWorkFlag for Lightning Experience
Raises a flag for this agent work item. -
setServicePresenceStatus for Lightning Experience
Sets an agent's presence status to a status with a particular ID. If the specified agent is not already logged in, we log in the agent with the presence status. This method removes the need for you to make more calls.