| AcceptDatetime |
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- Indicates when the work item was accepted.
|
| ActiveTime |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The amount of time an agent actively worked on the work item. Tracks when the item is
open and in focus in the agent’s console.
|
| 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
- ID of the User who created this record.
|
| CreatedDate |
- Type
- dateTime
- Properties
- Defaulted on createFilter, Sort
- Description
- Date and time when this record was created.
|
| DeclineDatetime |
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- Date and time when this record was declined by an agent.
|
| DeclineReason |
- Type
- string
- Properties
- Filter, Group, Nillable, Sort
- Description
- The provided reason for why an agent declined the work request.
|
| HandleTime |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The amount of time an agent had the work item open. Calculated by Close Time –
Accepted Time.
|
| 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 record has been moved to the Recycle Bin (true) or not (false).
|
| LastModifiedById |
- Type
- reference
- Properties
- Defaulted on create, Filter, Group, Sort
- Description
- The ID of the user who last modified this record.
|
| LastModifiedDate |
- Type
- dateTime
- Properties
- Defaulted on create, Filter, Sort
- Description
- Date and time when a user last modified this
record.
|
| 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 – The item is assigned to the agent but hasn’t been opened.
- Opened – The item was opened by the agent.
- Unavailable – The item was assigned to the agent but the agent became
unavailable (went offline or lost connection).
- Declined – The item was assigned to the agent but the agent explicitly
declined it.
- DeclinedOnPushTimeout – The item was declined because push time-out is
enabled and the item request timed out with the agent.
- Closed – The item is closed.
- Canceled – The item no longer needs to be routed. For example: a chat visitor
cancels their Omni-Channel routed chat request before it reaches an agent.
|
| SystemModstamp |
- Type
- dateTime
- Properties
- Defaulted on create, Filter, Sort
- Description
- Date and time when a user or automated process (such as a
trigger) last modified this record.
|
| 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.
|
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