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Agent event schema

Updated on January 10, 2022

This schema describes the agent state change. Use these properties to handle the agent-state events such as Ready, and NotReady.

{
    "definitions": {},
    "$schema": "http://json-schema.org/draft-06/schema#",
    "type": "object",
    "$id": "http://pega.com/OpenCTI/Events/AgentEvent.json",
    "properties": {
        "pyEventName": {
            "description": "The agent state.",
            "title": "The pyEventName Schema.",
            "$id": "/properties/pyEventName",
            "default": "", 
            "examples": [
                "NotReady"
            ],
            "enum": ["Ready", "NotReady", "Login", "Logout", "Unknown"],
        },
        "pyEventType": {
            "description": "The type of event.",
            "title": "The pyEventType Schema.",
            "$id": "/properties/pyEventType",
            "default": "",
            "examples": [
                "AgentStateEvent"
            ],
            "type": "string"
        },
        "pyMedia": {
            "description": "The Media Type.",
            "title": "The pyMedia Schema.",
            "$id": "/properties/pyMedia",
            "default": "",
            "examples": [
                "Phone"
            ],
            "type": "string"
        },
        "pyReasonCode": {
            "description": "The NotReady or Logout reason code.",
            "title": "The pyReasonCode Schema.",
            "$id": "/properties/pyReasonCode",
            "default": "",
            "examples": [
                "1"
            ],
            "type": "string"
        },
        "pyWorkMode": {
            "description": "The workmode for Ready or substate for NotReady",
            "title": "The pyworkmode Schema.",
            "$id": "/properties/pyWorkMode",
            "default": "",
            "examples": [
                "MODE_NONE"
            ],
            "enum": ["MODE_NONE", "MODE_AUTO_IN", "MODE_MANUAL_IN", "ACW",
 "BUSY", "AUX_WORK"],
        }
        }
    }    

The following table describes the properties that are used in the schema:

Properties in the agent event schema

PropertyDescription
pyEventNameThe name of the agent state event, such as Login and Unknown
pyEventTypeThe type of the event, for example, if this is an agent event, then the type is AgentState event
pyMediaIndicates the type of medium that sends the event, such as Phone
pyReasonCodeIndicates the reason for the status change
pyWorkModeIndicates the agent's work mode. You can also use this property to set after the call work state

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