CAI-8656: Retain Idle state after wrap-up when agent selected it by mkesavan13 · Pull Request #755 · webex/widgets

mkesavan13 · 2026-10-30T07:38:01Z

COMPLETES https://jira-eng-sjc12.cisco.com/jira/browse/CAI-8656

This pull request addresses

When an agent selects an Idle state during a call or wrap-up period, the Epic CTI Desktop widget incorrectly forces the agent back to Available once wrap-up completes and the task list empties. Native Agent Desktop retains the Idle selection; this fix corrects the widget regression.

Root Cause:
refreshTaskList in packages/contact-center/store/src/storeEventsWrapper.ts unconditionally called setCurrentState('0') (Available / DEFAULT_CODE) in the empty-task-list branch after wrap-up. This overwrote any agent-selected Idle aux-code, triggering useUserState to react and push an erroneous cc.setAgentState({state: 'Available'...}) call to the backend — the forced transition recorded in the ticket. The backend AGENT_STATE_CHANGE event (handleStateChange) is the authoritative post-wrap-up state source, and the unconditional reset overrode it.

by making the following changes

packages/contact-center/store/src/storeEventsWrapper.ts: Introduced module-level DEFAULT_CODE = '0' constant; guarded the setCurrentState('0') call in refreshTaskList to only fire when !this.currentState || this.currentState === DEFAULT_CODE; updated handleStateChange and handleLogin to reference the shared constant instead of inline literals.
packages/contact-center/store/tests/storeEventsWrapper.ts: Added three unit tests to the refreshTaskList suite — (1) Idle retention when task list empties, (2) Available reset preserved when no Idle was selected, (3) non-empty task list branch unchanged.
packages/contact-center/store/ai-docs/store-spec.md: Updated STORE-R-010 to reflect the Idle-retention conditional and point to the new test cases.

Change Type

Bug fix (non-breaking change which fixes an issue)
New feature (non-breaking change which adds functionality)
Breaking change (fix or feature that would cause existing functionality to change)
Documentation update
Tooling change
Internal code refactor

The following scenarios were tested

The testing is done with the amplify link
Unit test (RED): Three new refreshTaskList tests were written first; Test 1 ("retains agent-selected Idle state when task list empties after wrap-up") failed as expected before the fix.
Unit test (GREEN): After applying the guard, all 8 refreshTaskList tests pass.
Targeted regression: 13 tests across refreshTaskList, handleStateChange, handleTaskEnd, and task-rejection patterns all pass after the fix.
Vidcast :
https://app.vidcast.io/share/0cdf4504-3e58-4962-85bb-a9cfd567b883

Testing

Tests added: 3
Gate 1 verification: SKIPPED — skipped-missing-command — Gate 1 was not run because selected manifests do not declare commands.compile. Missing manifest paths: [".sdd/manifest.json"].
Gate 2 verification: SKIPPED — skipped-missing-command — Gate 2 was not run because selected manifests do not declare commands.unit-test. Missing manifest paths: [".sdd/manifest.json"].
Gate 3 verification: not run
Verification warning: Gates 1 and 2 were skipped because the repository manifest does not declare compile/unit-test commands. Tests were run manually via targeted Jest commands (see fix report) and all targeted tests pass.
Coverage outcome: skipped because role coverage-check is absent

Vidcast :
https://app.vidcast.io/share/0cdf4504-3e58-4962-85bb-a9cfd567b883

Verification limitations

Gate 1 compile: SKIPPED — skipped-missing-command — Gate 1 was not run because selected manifests do not declare commands.compile. Missing manifest paths: [".sdd/manifest.json"].
Gate 2 unit tests: SKIPPED — skipped-missing-command — Gate 2 was not run because selected manifests do not declare commands.unit-test. Missing manifest paths: [".sdd/manifest.json"].

Acceptance Criteria

ID	Criterion	Source	JiraToPr status	Evidence
AC-1	When an agent selects an Idle state during a call or wrap-up, the selected Idle state is retained after wrap-up completes and the task list empties, instead of the widget forcing the agent back to Available.	Jira description: Acceptance Criteria	Not validated — Gate 2 skipped (skipped-missing-command)	Unit test "retains agent-selected Idle state when task list empties after wrap-up" passed in targeted Jest run; Gate 2 was not run

External Validation Required

AC-1 — Backend AGENT_STATE_CHANGE event emits correct post-wrap-up Idle state in production.
- Reason: deployment-required
- Details: Requires a production-like environment with the Webex CC SDK and backend agent-state service. Confirms that when an agent selects Idle during wrap-up, the backend emits AGENT_STATE_CHANGE with the correct Idle aux-code after the task list empties (native Agent Desktop behavior per ticket confirms this). The fix relies on the backend event as the authoritative post-wrap-up state source; cc.setAgentState is no longer called by the widget in this path.
- Source: Jira description: CR-1 TASK-1:EXTERNAL-VALIDATION (packages/contact-center/store/src/storeEventsWrapper.ts:1078)

The GAI Coding Policy And Copyright Annotation Best Practices

Checklist before merging

I have not skipped any automated checks
All existing and new tests passed
I have updated the testing document
I have tested the functionality with amplify link

Make sure to have followed the contributing guidelines before submitting.

Jira: https://jira-eng-sjc12.cisco.com/jira/browse/CAI-8656

…lected it Guard the unconditional setCurrentState('0') in refreshTaskList so it only fires when the agent is already in the default Available state. When a non- default Idle aux-code is selected, the store retains it and defers to the backend AGENT_STATE_CHANGE event as the authoritative post-wrap-up source.

chatgpt-codex-connector · 2026-10-30T07:38:13Z

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Review	Status	Commit	Review trigger
📝 Code Review	✅ Completed 2026-10-30T07:40:46.074466Z	`48d94a2`	PR opened

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aws-amplify-us-east-2 · 2026-10-30T07:45:32Z

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Access this pull request here: https://pr-755.d1b38q61t1z947.amplifyapp.com

riag23 · 2026-11-03T11:56:21Z


 const WELLNESS_NOTIFICATION_ACTIONS = new Set(Object.values(WELLNESS_BREAK_NOTIFICATION_ACTIONS));

+const DEFAULT_CODE = '0'; // Default aux-code id representing the Available state


Now that the PR introduces the module-level DEFAULT_CODE and converts the other call sites, but line 502 still has a bare literal:
this.store.legacyAuxCodeId = payload.auxCodeId?.trim() || this.store.legacyAuxCodeId || '0';

rarajes2

LGTM. Please check what's wrong with the pipeline. Even after adding the validated label, it's failing for that particular reason.

JiraToPr added 3 commits October 30, 2026 07:27

docs: [CAI-8656][SPEC-SYNC] synchronize affected specifications

b159cad

docs: [CAI-8656][SPEC-SYNC] synchronize affected specifications

48d94a2

mkesavan13 requested a review from a team as a code owner October 30, 2026 07:38

ajitkumar0828-spec assigned ajitkumar0828-spec and unassigned ajitkumar0828-spec Nov 2, 2026

ajitkumar0828-spec requested review from Kesari3008 and ajitkumar0828-spec November 2, 2026 09:31

riag23 reviewed Nov 3, 2026

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rarajes2 added the validated Indicates that the PR is ready for actions label Nov 4, 2026

rarajes2 approved these changes Nov 4, 2026

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CAI-8656: Retain Idle state after wrap-up when agent selected it - #755

CAI-8656: Retain Idle state after wrap-up when agent selected it#755
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CAI-8656/epic-cti-desktop-agent-returns-to-available-after-wrap-up-despite-selecting-idle-before

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edited by ajitkumar0828-spec

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		const WELLNESS_NOTIFICATION_ACTIONS = new Set(Object.values(WELLNESS_BREAK_NOTIFICATION_ACTIONS));

		const DEFAULT_CODE = '0'; // Default aux-code id representing the Available state

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mkesavan13 commented Oct 30, 2026 • edited by ajitkumar0828-spec Loading Uh oh! There was an error while loading. Please reload this page.

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COMPLETES https://jira-eng-sjc12.cisco.com/jira/browse/CAI-8656

This pull request addresses

by making the following changes

Change Type

The following scenarios were tested

Testing

Verification limitations

Acceptance Criteria

External Validation Required

The GAI Coding Policy And Copyright Annotation Best Practices

Checklist before merging

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Codex Review Summary

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mkesavan13 commented Oct 30, 2026 •

edited by ajitkumar0828-spec

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