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Agent event schema

Updated on October 6, 2021

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