| CapacityModel |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, RestrictedPicklist, Sort,
Update
- Description
- The method that determines when an agent's capacity for a work item is released. With
the Status-Based capacity routing model, work remains
assigned and applied to an agent’s capacity until the
work is completed or reassigned to a different agent. In
contrast, the tab-based capacity model releases an
agent’s capacity when a work tab is closed in the
service console. Possible values are StatusBased and
TabBased.
|
| CapacityPercentage |
- Type
- percent
- Properties
- Create, 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 won’t receive new work items
until the call ends, because at that point the
agent’s capacity will have reached 100%.
This
field is available in API version 32.0 and earlier.
For later API versions, you can set the capacity
percentage of work items on the QueueRoutingConfig
object. The CapacityPercentage field was removed in
API version 33.0.
|
| CapacityWeight |
- Type
- double
- Properties
- Create, 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.
This field is available in API version
32.0 and earlier. For later API versions, you can
set the capacity weight of work items on the QueueRoutingConfig
object. The CapacityWeight field was removed in API
version 33.0.
|
| DeveloperName |
- Type
- string
- Properties
- Create, Filter, Group, Sort, Update
- Description
- The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not include spaces, not
end with an underscore, and not contain two consecutive underscores. In managed
packages, this field prevents naming conflicts on package installations. With this
field, a developer can change the object’s name in a managed package and the changes are
reflected in a subscriber’s organization.
When creating large sets of
data, always specify a unique DeveloperName for each record. If no
DeveloperName is specified, performance may slow while Salesforce
generates one for each record.
|
| DoesCheckCapOnOwnerChange |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort, Update
- Description
- In the Status-Based capacity routing model, when work is reassigned to a specific
agent, you can choose to override the capacity check and
keep the work assigned to the agent. The default value
is false.
|
| DoesCheckCapOnStatusChange |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort, Update
- Description
- In the Status-Based capacity routing model, when work is reopened, you can choose to
override the capacity check and keep the work assigned
to a specific agent. The default value is false.
|
| DoesMinimizeWidgetOnAccept |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort, Update
- Description
- Automatically minimizes the Omni-Channel widget when an
agent accepts work. The default value is false.
|
| Language |
- Type
- picklist
- Properties
- Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort,
Update
- Description
- The language of the service channel.
|
| MasterLabel |
- Type
- string
- Properties
- Create, Filter, Group, Sort, Update
- Description
- The label of the service channel.
|
| RelatedEntity |
- Type
- picklist
- Properties
- Create, Filter, Group, Restricted picklist, Sort, Update
- Description
- The type of object that’s associated with this service
channel. This field is unique within your
organization.
|
| SecRoutingPriorityField |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort,
Update
- Description
- The name of the standard field or the id of the custom
field that is used for secondary routing priority. This
field is unique within your organization.
|
| StatusField |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort,
Update
- Description
- The picklist field that you use to track work status in the Status-Based capacity
routing model. Use ServiceChannelStatusField to specify
the values that indicate completed and in-progress
work-item status.
|
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