Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel SOAP API Objects
AgentWork
AgentWorkSkill
OmniSupervisorConfig
OmniSupervisorConfigGroup
OmniSupervisorConfigProfile
OmniSupervisorConfigUser
PendingServiceRouting
PresenceConfigDeclineReason
PresenceDeclineReason
PresenceUserConfig
PresenceUserConfigProfile
PresenceUserConfigUser
QueueRoutingConfig
ServiceChannel
ServiceChannelFieldPriority
ServiceChannelStatus
ServicePresenceStatus
ServiceResource
SkillRequirement
UserServicePresence
Omni-Channel Metadata API Types
Omni-Channel Objects for the Salesforce Console
External Routing for Omni-Channel
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AgentWorkSkill

Represents a skill used to route a work assignment to an agent. AgentWorkSkill is used for reporting and represents the result of a routing decision. This object is available in API version 42.0 and later.

Supported Calls

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

Special Access Rules

To access this object, Omni-Channel must be enabled.

Fields

Field Details
AgentWorkId
Type
reference
Properties
Filter, Group, Sort
Description
The AgentWork object associated with this skill.
IsAdditionalSkill
Type
boolean
Properties
Defaulted on create, Filter, Group, Sort
Description
After a designated timeout period, a skill marked as additional is dropped from Omni-Channel routing. The case is then routed to the best-matched agent, even if the agent doesn’t have all the skills. The default value is false. Available in API version 48.0 and later.
Name
Type
string
Properties
Autonumber, Defaulted on create, Filter, idLookup, Sort
Description
An automatically generated ID number that identifies the record.
SkillId
Type
reference
Properties
Filter, Group, Sort
Description
The skill that is required or additional.
SkillLevel
Type
double
Properties
Filter, Sort
Description
The level of the required or additional skill. Skill levels can range from 1 to 10. Depending on your business needs, you might want the skill level to reflect years of experience, certification levels, or license classes.
WasDropped
Type
boolean
Properties
Filter, Group, Sort
Description
For skills marked as additional, indicates if the skill was dropped from Omni-Channel routing because an agent with this skill was not available. The default value is false. Available in API version 48.0 and later.