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AgentWork

Represents a work assignment that has been routed to an agent. This object is available in API version 32.0 and later.

Supported Calls

create(), upsert(), query(), getDeleted(), getUpdated(), retrieve(), update()

Fields

Field	Details
CapacityPercentage	Type percent Properties Filter, Nillable, Sort Description The percentage of an agent’s capacity for work items that’s consumed by a specific type of work item from this service channel. For example, you might give phone calls a capacity percentage of `100`. If an agent receives a phone call, the agent doesn’t receive new work items until the call ends, because at that point the agent’s capacity will have reached 100%.
CapacityWeight	Type double Properties Filter, Nillable, Sort Description The amount of an agent’s capacity for work items that’s consumed by a work item from this service channel. For example, if an agent has a capacity of `6`, and cases are assigned a capacity weight of `2`, an agent can be assigned up to 3 cases before the agent is at capacity and can’t receive new work items.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description An automatically generated ID number that identifies the record.
OriginalQueueId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the queue to which the work assignment was originally routed to.
ServiceChannelId	Type reference Properties Create, Filter, Group, Sort Description The ID of the service channel that’s associated with the work assignment.
Status	Type picklist Properties Filter, Group, Restricted picklist, Sort Description The working status of the work item. Valid values are: Assigned Unavailable Declined Opened Closed
UserId	Type reference Properties Create, Filter, Group, Sort Description The ID of the user that the work item was assigned to.
WorkItemId	Type reference Properties Create, Filter, Group, Sort Description The ID of the object that’s routed to the agent through Omni-Channel.