Webex · Schema

AgentChannelStateChangeResourceRequest

CallingCollaborationCommunicationEnterpriseMessagingVideo Conferencing

Properties

Name	Type	Description
channelType	array	It represents the channelType of the agent which can be set to ```telephony```,```chat```, ```social```, ```email```, ```workItem``` and ```custom```. This would be sent for any channel types the agen
state	string	It represents the current state of the user. Can be set to ```Available``` or ```Idle``` or ```LoggedOut``` or ```Reserved``` or ```Engaged``` or or ```EngagedOther``` .
auxCodeId	string	Auxiliary Codes are status codes which an agent can select in Webex Contact Center Agent Desktop. They are of two types: ```Idle``` and ```Wrap-Up``` codes, and every agent profile must have one of ea
reason	string	It represents the reason of the last agent channel state change request, maximum length 128 characters.
agentId	string	User for which agent channel state change is initiated, maximum length 36 characters.

View JSON Schema on GitHub

JSON Schema

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "#/components/schemas/AgentChannelStateChangeResourceRequest",
  "title": "AgentChannelStateChangeResourceRequest",
  "properties": {
    "channelType": {
      "type": "array",
      "items": {
        "type": "string"
      },
      "description": "It represents the channelType of the agent which can be set to ```telephony```,```chat```, ```social```, ```email```, ```workItem``` and ```custom```. This would be sent for any channel types the agent wants to set the state on. In the event that the agent is setting more than one channel type states at once, it would send multiple state change requests .channelType is a list, and can include one or more channel types in the request.",
      "example": "[telephony, chat]"
    },
    "state": {
      "description": "It represents the current state of the user. Can be set to ```Available``` or ```Idle``` or ```LoggedOut``` or ```Reserved``` or ```Engaged``` or or ```EngagedOther``` .",
      "type": "string",
      "example": "Idle"
    },
    "auxCodeId": {
      "description": "Auxiliary Codes are status codes which an agent can select in Webex Contact Center Agent Desktop. They are of two types: ```Idle``` and ```Wrap-Up``` codes, and every agent profile must have one of each for the agent to use. Idle codes are used to explain an agent's unavailability to take customer contacts, such as during a lunch break or a meeting. Wrap-up codes indicate the result of customer contacts, such as successful resolution or escalation of the contact. Creating and managing auxiliary codes requires an administrator role and the appropriate cjp:config_write or cjp:config_read scopes, maximum length 36 characters.",
      "type": "string",
      "example": "c08805ca-920a-4d7d-a9d8-cb3fe40a76c5"
    },
    "reason": {
      "description": "It represents the reason of the last agent channel state change request, maximum length 128 characters.",
      "type": "string",
      "example": "Lunch"
    },
    "agentId": {
      "description": "User for which agent channel state change is initiated, maximum length 36 characters.",
      "type": "string",
      "example": "1a80ba23-194b-49af-9b93-074b3ecc852a"
    }
  },
  "required": [
    "channelType",
    "state"
  ],
  "type": "object"
}