Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel SOAP API Objects
Omni-Channel Metadata API Types
Omni-Channel Objects for the Salesforce Console
External Routing for Omni-Channel
Technical Architecture and Process
Integrate External Routing
Step 1: Create a Routing Configuration and Queue for External Routing
Step 2: Create a PushTopic for PendingServiceRouting
Step 3: Listen to the PushTopic
Step 4: Create AgentWork
Expected Behavior
Troubleshooting
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Step 4: Create AgentWork

Your partner application must create an AgentWork record to route the work to an agent in Omni-Channel.

When the external routing implementation receives new PendingServiceRouting creation events (where the routing type equals External), it uses the standard Salesforce SOAP API to fetch further information based on the PendingServiceRouting. It makes a routing decision by creating AgentWork records. This API is existing functionality that partners use to query Salesforce.

Reference the following code sample to create AgentWork using Apex.
1AgentWork work = new AgentWork();
2work.ServiceChannelId = '<ServiceChannelId>;
3work.WorkItemId = '<WorkItemId>';
4work.UserId = '<UserId>';
5work.PendingServiceRoutingId = '<PendingServiceRoutingId>';
6insert work;