Omni Toolkit API

The lightning:omniToolkitAPI component 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
5      .getAgentWorks()
6      .then(function (result) {
7        var works = JSON.parse(result.works);
8        var work = works[0];
9        omniAPI
10          .acceptAgentWork({ workId: work.workId })
11          .then(function (result2) {
12            if (result2) {
13              console.log("Accepted work successfully");
14            } else {
15              console.log("Accept work failed");
16            }
17          })
18          .catch(function (error) {
19            console.log(error);
20          });
21      })
22      .catch(function (error) {
23        console.log(error);
24      });
25  },
26});

This component supports the following methods. For more information on these methods, see the Omni-Channel Developer Guide.

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

• workId (string): The ID of the work item the agent accepts.

Returns a Promise. Success resolves to true. The Promise is rejected on error.

closeAgentWork({workId}): 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.

Returns a Promise. Success resolves to true. The Promise is rejected on error.

declineAgentWork({workId, declineReason}): 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.

Returns a Promise. Success resolves to true. The Promise is rejected on error.

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

Returns a Promise. Success resolves to an array of work objects. The Promise is rejected on error.

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

Returns a Promise. Success resolves to configuredCapacity, currentWorkload, configuredInterruptibleCapacity and currentInterruptibleWorkload properties. The Promise is rejected on error.

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

Returns a Promise. Success resolves to an array of channel objects. The Promise is rejected on error.

getServicePresenceStatusId(): Retrieves an agent’s current presence status.

Returns a Promise. Success resolves to statusName, statusApiName and statusId properties. The Promise is rejected on error.

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

• statusId (string): The ID of the presence status.

Returns a Promise. Success resolves to true. The Promise is rejected on error.

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

Returns a Promise. Success resolves to true. The Promise is rejected on error.

setServicePresenceStatus({statusId}): 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.

Returns a Promise. Success resolves to statusName, statusApiName, statusId properties and an array of channel objects. The Promise is rejected on error.

raiseAgentWorkFlag({workId, message}): Raises a flag for this agent work item.

• workId (string): The ID of the work item to raise the flag on.
• message (string): Optional. The message associated with this flag.

Returns a Promise. Success resolves to true. The Promise is rejected on error.

lowerAgentWorkFlag({workId}): Lowers a flag for this agent work item.

• workId (string): The ID of the work item to lower the flag on.

Returns a Promise. Success resolves to true. The Promise is rejected on error.