| 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.
|
| SkillPriority |
- Type
- int
- Properties
- Aggregatable, Filter, Group, Nillable, Sort
- Description
- For additional skills, specifies the order in which skills are dropped if after the
specified timeout no agent with that skill is available.
Higher priority-value skills are dropped first. Lower
priority-value skills, for example 0, are dropped last.
Skills with the same priority value are dropped as a
group. You can set skill priority using attribute setup
for skills-based routing or Apex code.
|
| 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.
|
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