AgentWork

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

Supported Calls

create(), delete(), query(), getDeleted(), getUpdated(), retrieve(), undelete()

Fields

Field	Details
AcceptDatetime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was accepted.
AgentCapacityWhenDeclined	Type double Properties Filter, Nillable, Sort Description The agent’s capacity when declining work, either explicitly or through push timeout.
AssignedDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was assigned to an agent,
CancelDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was canceled.
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. When combined work items reach 100% for an agent, the agent won’t receive new work items until there is enough open capacity for more work. For example, if you give phone calls a capacity percentage of `100`. an agent on a call doesn’t receive new work items until the call ends.
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 cases are assigned a capacity weight of `2`, an agent with a capacity of `6` can accept up to 3 cases before the agent is at capacity and can’t receive new work items.
CloseDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was closed.
CreatedById	Type reference Properties Defaulted on create, Filter, Group, Sort Description The ID of the user who created the work item.
CreatedDate	Type dateTime Properties Defaulted on createFilter, Sort Description Indicates when the work item was created.
DeclineDatetime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was declined by an agent.
Id	Type ID Properties Defaulted on create, Filter, Group, idLookup, Sort Description The ID of the AgentWork object.
IsDeleted	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the work item was deleted.
LastModifiedById	Type reference Properties Defaulted on create, Filter, Group, Sort Description The ID of the user who last modified the work item.
LastModifiedDate	Type dateTime Properties Defaulted on create, Filter, Sort Description Indicates when the work item was most recently modified.
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 that the work assignment was originally routed to.
PushTimeout	Type int Properties Filter, Group, Nillable, Sort Description The number of seconds set for push timeout. `0` is returned when push timeout isn’t enabled. Available in API version 36.0 and later.
PushTimeoutDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the push timeout event occurred. Available in API version 36.0 and later.
RequestDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work was requested.
ServiceChannelId	Type reference Properties Create, Filter, Group, Sort Description The ID of the service channel that’s associated with the work assignment.
SpeedToAnswer	Type int Properties Filter, Group, Nillable, Sort Description The amount of time between when the work was requested and when an agent accepted it.
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
SystemModStamp	Type dateTime Properties Defaulted on create, Filter, Sort Description Indicates when the work was modified, either directly or by changes to another object. For example, if you create a Case and it’s automatically assigned to a user, the OwnerId field on the AgentWork object changes.
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.

Usage

AgentWork records can only be deleted if they have the status Closed, Declined, or Unavailable. They can’t be deleted if their status is Assigned or Opened because they’re active in Omni-Channel.

AgentWork records have the status Assigned when they’re created. Once created, the record is automatically pushed to the assigned agent.

While the metadata for AgentWork indicates support for upsert() and update(), these calls aren’t used with AgentWork because none of its fields can be updated.

Object Reference for Salesforce and Force.com

AgentWork

Supported Calls

Fields

Usage