How do I set an agent's status to Offline automatically when they close the Amazon Connect CCP window?

Last updated: 2019-11-21

When an agent in my Amazon Connect contact center closes the Contact Control Panel (CCP) window, I want their status to be set to Offline automatically. How do I do this?

Short Description

When using the default Amazon Connect CCP, closing it doesn't change an agent's status from Available to Offline. An agent must change their status manually.

You must create a custom CCP to have an agent's status automatically change when the CCP closes.

Resolution

Use the Amazon Connect Streams API and the Agent API to create a custom CCP for your contact center. For an example custom CCP setup, see Perform an external screen pop with Amazon Connect.

Note: These instructions provide only basic examples and resources. You must determine how to implement the Streams API and develop the JavaScript client code for your own use case and contact center requirements.

Set up the Streams API

For instructions, see the Amazon Connect Streams Documentation.

Update your application code

Integrate the following Streams API calls into your web application:

1.    Use connect.agent() to subscribe to agent events and retrieve agent objects.

let mAgent;

connect.agent(function(agent) {
  mAgent = agent;
});

2.    Call agent.setState() in the onbeforeunload event handler to change the agent state.

window.addEventListener("beforeunload", function(event) {
  if (mAgent != null) {
    let states = mAgent.getAgentStates();
    // "states" is an array of changeable states. You can filter the desired state to change by name.
    let offlineState = states.filter(state => state.name === "Offline")[0];

    // Change agent state
    mAgent.setState(offlineState, {
      success: function() {
        console.log("SetState succeeded");
      },
      failure: function() {
        console.log("SetState failed");
      }
    });
  }
});

Design for errors

If an API call fails to execute the first time and a contact takes the error branch of your contact flow, there's a chance that an agent's state won't change as expected. Be sure to include logic to account for this possibility. For example, you could delay the page unload while the API call is tried again. Or, you could pop a "Call failed" warning message in a modal dialog before the page unload.