anchorBefore You Begin

Install and initialize the SDK as described in Get Started with the Desktop SDK. Your widget must run inside Webex Contact Center Desktop.

anchorDesktop Actions

Auxiliary-code pagination uses Desktop.agentConfigJsApi. The other methods in this section use Desktop.actions.

fetchPaginatedAuxCodes

• Retrieves the current idle codes or the current wrap up codes.
• Example for idle codes: Idle, Coffee break, Meeting, Tea.
• Example for wrapup codes: Credit Card Issue, Medical Query, Sales Explained.

Example Fetch Idle codes :

const idleCodes = await Desktop.agentConfigJsApi.fetchPaginatedAuxCodes(
  {
    workType:"IDLE_CODE", // or "WRAP_UP_CODE"
    page: 0,
    pageSize: 100,
    search: "",
    customFilter: ""
  }
);// => Get page 0 of 100 idleCodes from Desktop

Parameters

Returns

{
    "meta": {
        "orgid": "58f1a59e-245c-4536-9ee4-06560658e493",
        "page": 0,
        "pageSize": 100,
        "totalPages": 10,
        "totalRecords": 910,
        "links": {
            "next": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==IDLE_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=1&pageSize=100&sort=name,asc",
            "last": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==IDLE_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=9&pageSize=100&sort=name,asc",
            "self": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==IDLE_CODE&attributes=id,isSystemCode,name,defaultCode&page=0&pageSize=100&desktopProfileFilter=true&sort=name,ASC",
            "first": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==IDLE_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=0&pageSize=100&sort=name,asc"
        }
    },
    "data": [
        {
            "isSystem": false,
            "name": "A_idleTest",
            "id": "6d686095-80df-4286-8b41-0a937990c905",
            "isDefault": true
        },
        {
            "isSystem": false,
            "name": "Break",
            "id": "3c5fa5f2-21fe-41cb-a5a3-5d71eccd5e1a",
            "isDefault": false
        }
    ]
}

Fetch wrap up codes :

const wrapUpCodes = await Desktop.agentConfigJsApi.fetchPaginatedAuxCodes(
  {
    workType:"WRAP_UP_CODE",
    page: 0,
    pageSize: 100,
    search: "",
    customFilter: ""
  }
); 
// => Get page 0 of 100 of wrapUpCodes from Desktop

Returns

{
    "meta": {
        "orgid": "58f1a59e-245c-4536-9ee4-06560658e493",
        "page": 0,
        "pageSize": 100,
        "totalPages": 3,
        "totalRecords": 211,
        "links": {
            "next": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==WRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=1&pageSize=100&sort=name,asc",
            "last": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==WRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=2&pageSize=100&sort=name,asc",
            "self": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==WRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&page=0&pageSize=100&desktopProfileFilter=true&sort=name,ASC",
            "first": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==WRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=0&pageSize=100&sort=name,asc"
        }
    },
    "data": [
        {
            "isSystem": false,
            "name": "Break",
            "id": "fc4cae32-0b5f-4409-ad19-7ff570f68f20",
            "isDefault": false
        },
        {
            "isSystem": false,
            "name": "Customer Disconnected",
            "id": "cd0110c9-3fb5-4cf8-937f-e8fa55d46d01",
            "isDefault": true
        }
    ]
}

getIdleCodes()

Deprecated since January 16, 2025: Use fetchPaginatedAuxCodes to retrieve auxiliary codes.

Retrieves the current idle codes. Example: Idle, Coffee break, Meeting, Tea.

Example

const idleCodes = await Desktop.actions.getIdleCodes();
// => Get current idleCodes from Desktop store

Returns{Array} The array of objects.

Example Response

const codes = [
{
    id: "1643",
    isDefault: false,
    isSystem: true,
    name: "RONA"
}, {
    id: "1644",
    isDefault: true,
    isSystem: false,
    name: "Meeting"
}
];

getWrapUpCodes()

Deprecated since January 16, 2025: Use fetchPaginatedAuxCodes to retrieve auxiliary codes.

Retrieves the wrap up codes. Example: Credit Card Issue, Medical Query, Sales Explained.

Example

const wrapUpCodes = await Desktop.actions.getWrapUpCodes()
// => Get current wrapUpCodes from Desktop store
// Retrieves configured wrap-up codes, such as "Credit Card Issue" or "Medical Query".

Returns

{Array} The array of objects.

Example Response

const codes = [
{
    id: "2063",
    isDefault: false,
    isSystem: false,
    name: "Account Information Explained"
}, {
    id: "2061",
    isDefault: false,
    isSystem: false,
    name: "Credit Card Issue"
}
];

getMediaTypeQueue(mediaType)

Retrieves the current media queue for one channel type.

Note: The administrator configures the media type for an agent.

Example

const queue = await Desktop.actions.getMediaTypeQueue("email"); // => Get current media queue from Desktop store

Parameters

Returns{Object} The object with the retrieved data.

Example Response

{
    "key": "c9897fa7-6188-11eb-a6e4-f93bdeada4e5",
    "value": {
        "agentId": "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
        "consultMediaResourceId": null,
        "eventType": "RoutingMessage",
        "interaction": {
            "callAssociatedData": {
                "accountId": {
                    "agentEditable": false,
                    "displayName": "accountId",
                    "name": "accountId",
                    "type": "STRING",
                    "value": "e9e2c7a0-5c64-11ea-9e59-6fbf992ffc23"
                },
                "ani": {
                    "agentEditable": false,
                    "displayName": "ani",
                    "name": "ani",
                    "type": "STRING",
                    "value": "janedoe@gmail.com"
                },
                "bccAddress": {
                    "agentEditable": false,
                    "displayName": "bccAddress",
                    "name": "bccAddress",
                    "type": "STRING",
                    "value": ""
                },
                "ccAddress": {
                    "agentEditable": false,
                    "displayName": "ccAddress",
                    "name": "ccAddress",
                    "type": "STRING",
                    "value": ""
                },
                "contentType": {
                    "agentEditable": false,
                    "displayName": "contentType",
                    "name": "contentType",
                    "type": "STRING",
                    "value": "multipart/alternative"
                },
                "customerName": {
                    "agentEditable": false,
                    "displayName": "customerName",
                    "name": "customerName",
                    "type": "STRING",
                    "value": "Jane Doe"
                },
                "date": {
                    "agentEditable": false,
                    "displayName": "date",
                    "name": "date",
                    "type": "STRING",
                    "value": "Wed, 20 Jan 2021 06:09:06 +0000"
                },
                "dn": {
                    "agentEditable": false,
                    "displayName": "dn",
                    "name": "dn",
                    "type": "STRING",
                    "value": "agent2021@gmail.com"
                },
                "entryPointId": {
                    "agentEditable": false,
                    "displayName": "entryPointId",
                    "name": "entryPointId",
                    "type": "STRING",
                    "value": "AXCZuH9MXrf9I0XFBIfL"
                },
                "from": {
                    "agentEditable": false,
                    "displayName": "from",
                    "name": "from",
                    "type": "STRING",
                    "value": "Jane Doe"
                },
                "fromAddress": {
                    "agentEditable": false,
                    "displayName": "fromAddress",
                    "name": "fromAddress",
                    "type": "STRING",
                    "value": "janedoe@gmail.com"
                },
                "inReplyTo": {
                    "agentEditable": false,
                    "displayName": "inReplyTo",
                    "name": "inReplyTo",
                    "type": "STRING",
                    "value": ""
                },
                "messageId": {
                    "agentEditable": false,
                    "displayName": "messageId",
                    "name": "messageId",
                    "type": "STRING",
                    "value": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com"
                },
                "queueType": {
                    "agentEditable": false,
                    "displayName": "queueType",
                    "name": "queueType",
                    "type": "STRING",
                    "value": "tam"
                },
                "reasonCode": {
                    "agentEditable": false,
                    "displayName": "reasonCode",
                    "name": "reasonCode",
                    "type": "STRING",
                    "value": "Email_Queue"
                },
                "references": {
                    "agentEditable": false,
                    "displayName": "references",
                    "name": "references",
                    "type": "STRING",
                    "value": ""
                },
                "replyToAddress": {
                    "agentEditable": false,
                    "displayName": "replyToAddress",
                    "name": "replyToAddress",
                    "type": "STRING",
                    "value": "janedoe@gmail.com"
                },
                "ronaTimeout": {
                    "agentEditable": false,
                    "displayName": "ronaTimeout",
                    "name": "ronaTimeout",
                    "type": "STRING",
                    "value": "30"
                },
                "subject": {
                    "agentEditable": false,
                    "displayName": "subject",
                    "name": "subject",
                    "type": "STRING",
                    "value": "sales"
                },
                "threadId": {
                    "agentEditable": false,
                    "displayName": "threadId",
                    "name": "threadId",
                    "type": "STRING",
                    "value": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com"
                },
                "toAddress": {
                    "agentEditable": false,
                    "displayName": "toAddress",
                    "name": "toAddress",
                    "type": "STRING",
                    "value": "agent2021@gmail.com"
                },
                "virtualTeamName": {
                    "agentEditable": false,
                    "displayName": "virtualTeamName",
                    "name": "virtualTeamName",
                    "type": "STRING",
                    "value": "Email_Queue"
                }
            },
            "callAssociatedDetails": {
                "accountId": "e9e2c7a0-5c64-11ea-9e59-6fbf992ffc23",
                "ani": "janedoe@gmail.com",
                "bccAddress": "",
                "ccAddress": "",
                "contentType": "multipart/alternative",
                "customerName": "Jane Doe",
                "date": "Wed, 20 Jan 2021 06:09:06 +0000",
                "dn": "agent2021@gmail.com",
                "entryPointId": "AXCZuH9MXrf9I0XFBIfL",
                "from": "Jane Doe",
                "fromAddress": "janedoe@gmail.com",
                "inReplyTo": "",
                "messageId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com",
                "queueType": "tam",
                "reasonCode": "Email_Queue",
                "references": "",
                "replyToAddress": "janedoe@gmail.com",
                "ronaTimeout": "30",
                "subject": "sales",
                "threadId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com",
                "toAddress": "agent2021@gmail.com",
                "virtualTeamName": "Email_Queue"
            },
            "callFlowParams": {
                "Automation_Email_Queue": {
                    "description": "",
                    "name": "Automation_Email_Queue",
                    "qualifier": "vteam",
                    "value": "3281",
                    "valueDataType": "string"
                },
                "Dont_Use_Email": {
                    "description": "",
                    "name": "Dont_Use_Email",
                    "qualifier": "vteam",
                    "value": "3276",
                    "valueDataType": "string"
                },
                "Email_Queue": {
                    "description": "",
                    "name": "Email_Queue",
                    "qualifier": "vteam",
                    "value": "3266",
                    "valueDataType": "string"
                },
                "Mail_Automation_Queue": {
                    "description": "",
                    "name": "Mail_Automation_Queue",
                    "qualifier": "vteam",
                    "value": "3432",
                    "valueDataType": "string"
                }
            },
            "callProcessingDetails": {
                "QMgrName": "aqm",
                "QueueId": "3266",
                "accountId": "e9e2c7a0-5c64-11ea-9e59-6fbf992ffc23",
                "ani": "janedoe@gmail.com",
                "bccAddress": "",
                "ccAddress": "",
                "contentType": "multipart/alternative",
                "customerName": "Jane Doe",
                "date": "Wed, 20 Jan 2021 06:09:06 +0000",
                "dnis": "agent2021@gmail.com",
                "entryPointId": "AXCZuH9MXrf9I0XFBIfL",
                "from": "Jane Doe",
                "fromAddress": "janedoe@gmail.com",
                "inReplyTo": "",
                "messageId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com",
                "pauseDuration": "10",
                "pauseResumeEnabled": "true",
                "queueType": "tam",
                "reasonCode": "Email_Queue",
                "references": "",
                "replyToAddress": "janedoe@gmail.com",
                "ronaTimeout": "30",
                "subject": "sales",
                "taskToBeSelfServiced": "false",
                "tenantId": "133",
                "threadId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com",
                "toAddress": "agent2021@gmail.com",
                "virtualTeamName": "Email_Queue",
                "vteamId": "AXCZuH9MXrf9I0XFBIfL"
            },
            "contactDirection": {
                "type": "INBOUND"
            },
            "currentVTeam": "3266",
            "interactionId": "c9897fa7-6188-11eb-a6e4-f93bdeada4e5",
            "isFcManaged": false,
            "isTerminated": false,
            "media": {
                "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com": {
                    "holdTimestamp": null,
                    "isHold": false,
                    "mType": "mainCall",
                    "mediaMgr": "emm",
                    "mediaResourceId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com",
                    "mediaType": "email",
                    "participants": [
                        "janedoe@gmail.com",
                        "7c867aa9-ec768-341a-b767-e5hd6ae7g701"
                    ]
                }
            },
            "mediaChannel": "email",
            "mediaType": "email",
            "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
            "outboundType": null,
            "owner": "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
            "participants": {
                "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
                    "channelId": "a72a75f8-fd30-44f9-85f1-39d633055475",
                    "consultState": null,
                    "consultTimestamp": null,
                    "dn": "8895579172",
                    "hasJoined": true,
                    "id": "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
                    "isConsulted": false,
                    "isWrapUp": false,
                    "joinTimestamp": 1612248681335,
                    "lastUpdated": 1612248681336,
                    "name": "John Doe",
                    "pType": "Agent",
                    "queueId": "3266",
                    "queueMgrId": "aqm",
                    "sessionId": "3d017488-527a-4e89-9313-5d4eb353c789",
                    "siteId": "472",
                    "teamId": "960",
                    "teamName": "Email_Team",
                    "type": "Agent",
                    "wrapUpTimestamp": null
                },
                "janedoe@gmail.com": {
                    "id": "janedoe@gmail.com",
                    "pType": "Customer",
                    "type": "Customer"
                }
            },
            "previousVTeams": [],
            "state": "connected",
            "workflowManager": null
        },
        "interactionId": "c9897fa7-6188-11eb-a6e4-f93bdeada4e5",
        "isConsulted": false,
        "mediaResourceId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com",
        "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
        "queueMgr": "aqm",
        "trackingId": "2e30a830-6611-11eb-bbe4-81e078594d7a",
        "type": "AgentContact"
    }
}

anchorAgent State Information Module

The Desktop.agentStateInfo module listens for the latest data updates of agent related information.

Example

import { Service } from "@wxcc-desktop/sdk-types";

type IdleCodeData = { id: string; name: string };

type LatestInfoData = {
  agentName?: string,
  agentProfileID?: string,
  agentSessionId?: string,
  teamId?: string,
  teamName?: string,
  dn?: string,
  status?: string,
  /** @deprecated Global status; not valid with granular state control. Consume agent state from channelsStatesMap instead. */
  subStatus?: string,
  /** Per-channel agent state (agentState, stateChangeTimestamp, etc.). Keyed by channel type (e.g. telephony, chat). With granular state control, consume agent state from this instead of subStatus. */
  channelsStatesMap?: Record<string, { agentState?: string; stateChangeTimestamp?: number; pendingIdle?: boolean; auxCodeId?: string; availableChannelCount?: number | null; totalChannelCount?: number | null; stateChangeReason?: string; lastIdleCodeChangeTimestamp?: number | null; [key: string]: unknown }>,
  idleCodes?: Service.Aqm.Configs.Entity[],
  idleCode?: IdleCodeData,
  wrapupCodes?: Service.Aqm.Configs.Entity[],
  outDialRegex?: string,
  isOutboundEnabledForTenant?: boolean,
  isOutboundEnabledForAgent?: boolean,
  isAdhocDialingEnabled?: boolean,
  isAgentAvailableAfterOutdial?: boolean,
  isEndCallEnabled?: boolean,
  isEndConsultEnabled?: boolean,
  allowConsultToQueue?: boolean,
  isCampaignManagementEnabled?: boolean,
  agentPersonalStatsEnabled?: boolean
};

These fields may be unavailable until the module loads or when the corresponding feature is disabled. Guard optional fields before reading them. Nested idle-code fields apply when idleCode is present.

The following table lists the payload details:

Methods

latestData

Fetches the latest user related information. Access latestData inside the updated event hander (See Events section). This will make sure that agentstateinfo module is loaded before accessing the property.

Example

const onUpdated = () => {
  const latestData: LatestInfoData = Desktop.agentStateInfo.latestData;
  console.log(latestData);
};
Desktop.agentStateInfo.addEventListener("updated", onUpdated);

// Call this function during widget teardown.
function cleanupAgentStateListener() {
  Desktop.agentStateInfo.removeEventListener("updated", onUpdated);
}

Returns{Object} Lists the latest user related information.

Example Response

{
    "agentName": "John Doe",
    "teamName": "Sales",
    "teamId": "964",
    "dn": "8895579172",
    "status": "LoggedIn",
    "subStatus": "Idle",
    "idleCodes": [{
        "id": "1646",
        "isDefault": false,
        "isSystem": true,
        "name": "Aux on Login"
    }],
    "wrapupCodes": [{
        "id": "2065",
        "isDefault": false,
        "isSystem": false,
        "name": "Wrapping up as customer disconnected"
    }],
    "outDialRegex": "([0-9a-zA-Z]+[-._])*[0-9a-zA-Z]+",
    "isOutboundEnabledForTenant": true,
    "isOutboundEnabledForAgent": true,
    "isAdhocDialingEnabled": true,
    "isAgentAvailableAfterOutdial": true,
    "isEndCallEnabled": true,
    "isEndConsultEnabled": true,
    "allowConsultToQueue": true,
    "isCampaignManagementEnabled": true,
    "agentPersonalStatsEnabled": true
}

stateChange(state, auxCodeIdArray)

Deprecated: Use stateChangeV2() for channel-specific state changes. The Contact Center changelog announces deprecation beginning in March 2026.

Changes the state of an agent. For example from Available to Idle.

Example

await Desktop.agentStateInfo.stateChange({
  state: "Available",
  auxCodeIdArray: "0"
});

// An example for Idle with an Idle Code

await Desktop.agentStateInfo.stateChange({
  state: "Meeting",
  auxCodeIdArray: "3bdbf3f3-0232-4ae3-b26c-16437c18a13d"
});

Parameters

Returns

{Object} Lists the agent state change information.

Example Response

{
    "data": {
        "agentId": "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
        "agentSessionId": "3d017488-527a-4e89-9313-5d4eb353c789",
        "auxCodeId": "0",
        "connectedChannels": [
            "38136791-cf79-4663-a5d0-39b0d094abf8"
        ],
        "eventType": "AgentDesktopMessage",
        "lastIdleCodeChangeTimestamp": null,
        "lastStateChangeReason": "",
        "lastStateChangeTimestamp": 1612245463183,
        "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
        "status": "LoggedIn",
        "subStatus": "Available",
        "trackingId": "9008a4a0-651b-11eb-a97d-0d76c582d799",
        "type": "AgentStateChangeSuccess"
    },
    "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
    "trackingId": "notifs_aa848b62-4fcf-4d4c-95ad-1233bb7f899c",
    "type": "AgentStateChange"
}

stateChangeV2(channelType, state, auxCodeId, reason, agentId)

Changes the state of a particular channel for the agent. For example from Available to Idle for "Chat" channel. Note: For one channelType, all the channels must have same state. For example: 5 channels for type "Chat" will always have same state, while "Telephony" can have different state than "Chat".

Example

await Desktop.agentStateInfo.stateChangeV2({
  channelType: ["telephony", "chat"],
  state: "Available",
  auxCodeId: "0",
  reason: "Available",
  agentId: "1a80ba23-194b-49af-9b93-074b3ecc852a",
});

// An example for Idle with an Idle Code

await Desktop.agentStateInfo.stateChangeV2({
  channelType: ["telephony"],
  state: "Idle",
  auxCodeId: "3bdbf3f3-0232-4ae3-b26c-16437c18a13d",
  reason: "Lunch",
  agentId: "1a80ba23-194b-49af-9b93-074b3ecc852a",
});

Parameters

Returns

Multiple {Object} Lists the agent state change information per channel. The number of responses is equal to the number of channels mentioned in the channelType array.

Timestamp units: The agentChannelStateDetail fields in SDK response and event payloads use epoch milliseconds, as defined by the Contact Control API contract. This differs from the STORE.agent.channelsStatesMap fields documented in Widget Data and Desktop Layout, which use epoch seconds. Use the units for the source you consume; a seconds value needs multiplication by 1,000 before passing it to new Date(). NOTE: The responses are separate. NOT a single array of objects.

Example Response

{
  "data": {
    "agentId": "1a80ba23-194b-49af-9b93-074b3ecc852a",
    "channelType": "telephony",
    "agentChannelStateDetail": {
      "agentState": "Available",
      "pendingIdle": false,
      "auxCodeId": "0",
      "availableChannelCount": 1,
      "manuallyAssignedChannelCount": null,
      "manuallyAssignedAvailableChannelCount": null,
      "totalManuallyAssignedChannelCount": null,
      "totalChannelCount": 1,
      "stateChangeTimestamp": 1757579405000,
      "stateChangeReason": "Available",
      "lastIdleCodeChangeTimestamp": 1757578805000
    },
    "changedBy": null,
    "changedById": null,
    "changedByName": null,
    "connectedChannels": ["38136791-cf79-4663-a5d0-39b0d094abf8"],
    "agentSessionId": "3d017488-527a-4e89-9313-5d4eb353c789",
    "type": "AgentChannelStateChanged"
  },
  "orgId": "b33fb142-4d65-4781-9899-19b0363cd45f",
  "trackingId": "notifs_aa848b62-4fcf-4d4c-95ad-1233bb7f899c",
  "type": "AgentDesktopMessage"
}

{
  "data": {
    "agentId": "1a80ba23-194b-49af-9b93-074b3ecc852a",
    "channelType": "chat",
    "agentChannelStateDetail": {
      "agentState": "Available",
      "pendingIdle": false,
      "auxCodeId": "0",
      "availableChannelCount": 1,
      "manuallyAssignedChannelCount": null,
      "manuallyAssignedAvailableChannelCount": null,
      "totalManuallyAssignedChannelCount": null,
      "totalChannelCount": 2,
      "stateChangeTimestamp": 1757579405000,
      "stateChangeReason": "Available",
      "lastIdleCodeChangeTimestamp": null
    },
    "changedBy": null,
    "changedById": null,
    "changedByName": null,
    "connectedChannels": ["38136791-cf79-4663-a5d0-39b0d094abf8", "4a235679-de68-5774-b651-nm76d094dj67"],
    "agentSessionId": "3d017488-527a-4e89-9313-5d4eb353c789",
    "type": "AgentChannelStateChanged"
  },
  "orgId": "b33fb142-4d65-4781-9899-19b0363cd45f",
  "trackingId": "notifs_aa848b62-4fcf-4d4c-95ad-1233bb7f899c",
  "type": "AgentDesktopMessage"
}

Events

addEventListener

Listens to an event named updated that is logged if the dn, status, or subStatus field is changed.

Deprecation: The subStatus field (global status) in the updated event is not valid with granular state control. Consume agent state from STORE.agent.channelsStatesMap and use the eAgentChannelStateChanged event for state changes and stateChangeTimestamp per channel.

For more information, see addEventListener(event, handler).

Example

Desktop.agentStateInfo.addEventListener("updated", updatedList => {
  console.log(updatedList);
});

Example event payload

[
  {
    "name": "dn",
    "value": "+12580258011",
    "oldValue": ""
  },
  {
    "name": "status",
    "value": "LoggedIn",
    "oldValue": "DefaultState"
  },
  {
    "name": "subStatus",
    "value": "Available",
    "oldValue": ""
  }
]

NOTE: While using stateChangeV2 api, the listener needs to be changed from "updated" to "eAgentChannelStateChanged". This is a breaking change, and will NOT work with "updated".

Example

Desktop.agentStateInfo.addEventListener("eAgentChannelStateChanged", eventData => console.log(eventData));

Example event payload

const channelStateEvent = {
  agentId: "1a80ba23-194b-49af-9b93-074b3ecc852a",
  orgId: "b33fb142-4d65-4781-9899-19b0363cd45f",
  channelType: "telephony",
  agentChannelStateDetail: {
    agentState: "Available",
    pendingIdle: false,
    auxCodeId: "0",
    availableChannelCount: 1,
    manuallyAssignedChannelCount: null,
    manuallyAssignedAvailableChannelCount: null,
    totalManuallyAssignedChannelCount: null,
    totalChannelCount: 4,
    stateChangeTimestamp: 1757579405000,
    stateChangeReason: "Available",
    lastIdleCodeChangeTimestamp: 1757578805000
  },
  changedBy: null,
  changedById: null,
  changedByName: null,
  connectedChannels: ["38136791-cf79-4663-a5d0-39b0d094abf8"],
  agentSessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
  trackingId: "9008a4a0-651b-11eb-a97d-0d76c582d799",
  type: "AgentChannelStateChanged",
  eventType: "AgentDesktopMessage"
}

anchorVerify Channel State Changes

When using stateChangeV2, listen for eAgentChannelStateChanged and read the corresponding entry in STORE.agent.channelsStatesMap. The updated event does not report the granular state changes. See Widget Data and Desktop Layout.

anchorRelated Pages

• Agent Desktop overview
• Desktop SDK Reference