PendingServiceRouting

Represents a work assignment that’s waiting to be routed. This object is available in API version 40.0 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
CapacityPercentage	Type percent Properties Create, Filter, Nillable, Sort, Update Description Indicates the amount of work that this item represents as a percentage. Valid values are 0–100.
CapacityWeight	Type double Properties Create, Filter, Nillable, Sort, Update Description Indicates the amount of work that this work item represents as a whole number.
CustomRequestedDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description Retains the datetime of a work item’s initial request, so work items are rerouted using the datetime of the initial work request. When left blank, work items are rerouted using the datetime when they were rerouted.
DropAdditionalSkillsTimeout	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The period of time to wait before a skill marked as additional is dropped from Omni-Channel routing. The case is then routed to the best-matched agent even if they don’t have all the skills.
GroupId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the Omni-Channel queue.
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.
IsPreferredUserRequired	Type boolean Properties Create, 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.
IsPushAttempted	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a push has been attempted. `true` if an agent was chosen at least once to route this PendingServiceRouting; `false` otherwise.
IsPushed	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the PendingServiceRouting is pushed to an agent.
IsReadyForRouting	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the work item is ready to be routed to an agent. You can’t edit a PendingServiceRouting object that is set to True.
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. This field is available in API version 50.0 and later.
IsTransfer	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether this PendingServiceRouting is a transfer request.
LastDeclinedAgentSession	Type string Properties Filter, Group, Nillable, Sort Description Chat Session ID of the agent who last declined this work item.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description Name of the PendingServiceRouting.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The ID of the owner of this PendingServiceRouting.
PreferredUserId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the preferred user to handle the work.
PushTimeout	Type int Properties Create, Filter, Group, Nillable, Sort, Update 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.
QueueId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the Omni-Channel queue. Due to API changes, QueueId is no longer recommended. Use GroupId instead.
RoutingModel	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description Type of routing model. For a queue configured with a queue routing configuration, the routing model is `ExternalRouting` for all external routing PendingServiceRouting.
RoutingPriority	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The order in which work items are routed to agents.
RoutingType	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort Description Indicates whether the work item is routed by queue or by skills-based routing. Valid values are `QueueBased` and `SkillsBased`.
SecondaryRoutingPriority	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description Indicates the secondary routing priority.
Serial	Type int Properties Filter, Group, Nillable, Sort Description Serial number of the PendingServiceRouting. The serial number is automatically incremented each time the PendingServiceRouting is modified.
ServiceChannelId	Type reference Properties Create, Filter, Group, Sort Description ID of the Service Channel.
WorkItemId	Type reference Properties Create, Filter, Group, Sort Description ID of the work item.

Usage

When you use PendingServiceRouting objects for queue-based routing, the PendingServiceRouting objects don’t invoke triggers before or after insert, or any action (trigger, workflow rule, validation) that could interfere with the creation of the PendingServiceRouting object.

Associated Objects

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

PendingServiceRoutingOwnerSharingRule: Sharing rules are available for the object.
PendingServiceRoutingShare: Sharing is available for the object.

Object Reference for the Salesforce Platform