| AfterConvoWorkMaxTime |
- Type
- int
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The maximum number of seconds (from 36 to 3600) that an agent has to complete closing
tasks after a conversation with a customer ends.
Available only for service channels of type Voice. The
label in the UI is Max Time
(seconds). This field is available in
API version 52.0 and later.
|
| 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 slows down 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.
|
| HasAfterConvoWorkTimer |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort,
Update
- Description
- If true, After Conversation Work (ACW) time can be configured for the channel.
Available only for service channels of type Voice.
The
label in the UI is Give agents wrap-up time
after conversations. The default value
is false. This field is available in API version 52.0
and later.
|
| 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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