Set Agent State API

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The SetAgentState event is triggered from the Acqueon Workspace ‘Amazon Core’ component whenever the Agent’s state changes due to login, state change, mute/unmute button actions, or browser refresh.

Pre-requisite

The agent must be logged in to the application.

Sequence Diagram

Message Structure

Request Parameters	Value
channel	Not Applicable
topic	Not Applicable
subtopic	Not Applicable
source	Not Applicable
data	Not Applicable

Response Parameters	Value
channel	Amazon
topic	Agent
subtopic	SetAgentState
message	«JSON Object»

Message Parameters

Parameters	Mandatory	Data Type	Description	Example Data
rules	No	«JSON Object»	Refer to the Rules Parameters table.	NA
data	No	«JSON Object»	Refer to the Data Parameters table.	NA
event	Yes	String	The name of the agent's current availability state. The name of the agent's current availability state. Example: Break	Not Ready
source	Yes	String	Example: event	Event

Rules Parameters

Parameter	Mandatory	Data Type	Description
ButtonStates	No	«JSON Object»	Refer to the ButtonStates Parameters table.
ResponseActual	No	«JSON Object»	Refer here.

ButtonStates Parameters

Parameter	Mandatory	Data Type	Description
items	No	«JSON Object»	Refer to the Items Parameters table.
count	No	Integer	Example: 5

Items Parameters

Parameters	Mandatory	Data Type	Description	Example Data
NotReady	No	String	Example: Enable	NA
Ready	No	String	Example: Enable	NA
make_call	No	String	Example: Enable	Not Ready
mute	No	String	Example: Enable	Event
unmute	No	String	Example: Hide

Data Parameters

Parameter	Mandatory	Data Type	Description
muted	No	Boolean	When agents mute/unmute APIs are called. Example: false
name	No	String	The agent's user-friendly display name. Example: Henry
extension	No	String	This is the phone number that is dialled by Amazon Connect to connect calls to the agent for incoming and outgoing calls if softphone is not enabled. Example: “”
loginName	No	String	The username for the agent as entered in their Amazon Connect user account. Example: henry@abc.com
softphoneEnabled	No	Boolean	Indicates whether the agent's phone calls should route to the agent's browser-based softphone or the telephone number configured as the agent's extension.
routingProfile	No	<<JSON Object>>	Refer here.
state	No	String	The name of the agent's current availability state. Example: Compliance(non-PEWC)
reasonCode	No	<<JSON Object>>	Refer to ReasonCode Parameters table.
stateChangeTime	No	String	A date that indicates when the state was set.
type	No	String	The agent's current availability state type, as per the AgentStateType enumeration.

ReasonCode Parameters

Parameter	Mandatory	Data Type	Description
id	No	String	The name of the agent's current availability state. Example: Compliance(non-pewc)

Sample Request

Not applicable

Sample Response

{
    "channel": "Amazon",
    "topic": "Agent",
    "subtopic": "SetAgentState",
    "message": {
        "rules": {
            "ButtonStates": {
                "items": {
                    "NotReady": "Enable",
                    "Ready": "Enable",
                    "make_call": "Enable",
                    "mute": "Enable",
                    "unmute": "Hide"
                },
                "count": 5
            },
            "ResponseActual": {
                "agentStateARN": "xxx:aws:connect:us-east-1:091257198195:instance/b2ebfefd-5d6f-440d-a968-979a5e0e4ecb/agent-state/ee4ba516-973f-4570-a674-e16b3bcdad27",
                "type": "not_routable",
                "name": "Compliance(non-pewc)",
                "startTimestamp": "2024-08-22T18:06:30.018Z"
            }
        },
        "data": {
            "muted": false,
            "name": "xxx",
            "extension": "",
            "loginName": "xxx.GomezParker@truist.com",
            "softphoneEnabled": true,
            "routingProfile": {
                "name": "MPS Non-Utility",
                "routingProfileARN": "xxx:aws:connect:us-east-1:091257198195:instance/b2ebfefd-5d6f-440d-a968-979a5e0e4ecb/routing-profile/f39a838a-700c-40bc-b3d0-8c2b0c220a8c",
                "defaultOutboundQueue": {
                    "queueARN": "xxx:aws:connect:us-east-1:091257198195:instance/b2ebfefd-5d6f-440d-a968-979a5e0e4ecb/queue/d465cc72-560c-4053-8824-e7d24fe0c91c",
                    "name": "MPS_Outreach",
                    "queueId": "arn:aws:connect:us-east-1:091257198195:instance/b2ebfefd-5d6f-440d-a968-979a5e0e4ecb/queue/d465cc72-560c-4053-8824-e7d24fe0c91c"
                },
                "channelConcurrencyMap": {
                    "VOICE": 1
                },
                "queues": [
                    {
                        "queueARN": "xxx:aws:connect:us-east-1:091257198195:instance/b2ebfefd-5d6f-440d-a968-979a5e0e4ecb/queue/e4b43ed3-756e-48da-9fd8-36974d264ca5",
                        "name": "MPS_BK_Spanish",
                        "queueId": "xxx:aws:connect:us-east-1:091257198195:instance/b2ebfefd-5d6f-440d-a968-979a5e0e4ecb/queue/e4b43ed3-756e-48da-9fd8-36974d264ca5"
                    }
                ],
                "routingProfileId": "xxx:aws:connect:us-east-1:091257198195:instance/b2ebfefd-5d6f-440d-a968-979a5e0e4ecb/routing-profile/f39a838a-700c-40bc-b3d0-8c2b0c220a8c"
            },
            "state": "Not_Ready",
            "reasonCode": {
                "id": "Compliance(non-pewc)"
            },
            "stateChangeTime": "2024-08-22T18:06:30.018Z",
            "type": "not_routable"
        },
        "event": "Compliance(non-pewc)",
        "source": "event"
    }
}

Compatible Workspace Version

3.21.2410 onwards

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