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.

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

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.