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(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), undelete(), update(), upsert()

Special Access Rules

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

Fields

Field	Details
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. If After Conversation Work (beta) is in use, ActiveTime ends when the AfterConversationActualTime period ends or the agent closes the work item, whichever occurs first. ActiveTime is tracked only for work that is routed using the tab-based capacity model. Note
AfterConversationActualTime	Type int Properties Filter, Group, Nillable, Sort Description (Beta) The number of seconds an agent spent on After Conversation Work (ACW) after customer contact ended. This field is available in API version 52.0 and later.
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.
CapacityModel	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description Indicates the capacity model used to determine agent capacity. Valid values are StatusBased and TabBased. This field is available in API version 50.0 and later. A work item consumes agent capacity only if it was first assigned to the agent by Omni-Channel using queues or skills. Note
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. When an agent’s combined work items reach 100%, 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 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 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.
DeclineDateTime	Type dateTime Properties Filter, Nillable, Sort Description Date and time when the agent declined this record.
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. If After Conversation Work (beta) is in use, HandleTime ends when the AfterConversationActualTime period ends or the agent closes the work item, whichever occurs first.
IsOwnerChangeInitiated	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item owner change triggered the direct assignment of the work item to the agent. The default value is false. Status-Based Capacity Model has to be turned on to use this field. This field is available in API version 50.0 and later.
IsPreferredUserRequired	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item should stay with the preferred user even when the user is not available. The default value is false. This field is available in API version 50.0 and later.
IsStatusChangeInitiated	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item status change triggered the direct assignment of the work item to the agent. The default value is false. Status-Based Capacity Model has to be turned on to use this field. This field is available in API version 50.0 and later.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description An automatically generated ID number that identifies the record.
OriginalGroupId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the queue that the work assignment was originally routed to.
OriginalQueueId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the queue that the work assignment was originally routed to. Due to API changes, OriginalQueueId is no longer recommended. Use OriginalGroupId instead.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The ID of the owner of the AgentWork. This field is available in API version 50.0 and later.
PendingServiceRoutingId	Type reference Properties Create, Filter, Group, Nillable, Sort Description ID of the PendingServiceRouting from which the AgentWork was created. This field is available in API version 50.0 and later.
PreferredUserId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the preferred user to handle the work. This field is available in API v46.0 and later.
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.
RoutingModel	For internal use only.
RoutingPriority	For internal use only.
RoutingType	For internal use only.
SecondaryRoutingPriority	Type int Properties Filter, Group, Nillable, Sort Description Indicates the secondary routing priority.
ServiceChannelId	Type reference Properties Create, Filter, Group, Sort Description The ID of the service channel that’s associated with the work assignment.
ShouldSkipCapacityCheck	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort Description Indicates whether to skip checking an agent’s available capacity (`true`) or not (`false`) when an externally routed work item is created. This field is used when agents can simultaneously handle work from both Omni-Channel queues and queues using external routing. When `true`, the receiving agent can exceed their set capacity to accept the item, but they don’t receive more Omni-Channel routed work. When `false`, the receiving agent can’t exceed their set capacity and must have enough open capacity to accept the item.
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 agent opened the item. 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. Transferred–The item was transferred from an agent to another agent, queue, or skill.
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.

Apex triggers are supported with AgentWork.

Associated Objects

This object has the following associated objects. Unless noted, they are available in the same API version as this object.

AgentWorkOwnerSharingRule: Sharing rules are available for the object.
AgentWorkShare: Sharing is available for the object.

Object Reference for Salesforce and Lightning Platform