PendingServiceRouting

Represents the routing details of a work item that’s waiting to be routed or assigned. 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
BotId	Type reference Properties Create, Filter, Group, Nillable, Sort Description Bot ID the work item is assigned to. You can only use enhanced bots. This field is available in API version 55.0 and later. This field is a relationship field. Relationship Name Bot Relationship Type Lookup Refers To BotDefinition
CapacityPercentage	Type percent Properties Create, Filter, Nillable, Sort, Update Description Indicates the amount of work that this work item represents as a percentage. Valid values are from 0 to 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 this 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 are rerouted.
DropAdditionalSkillsTimeout	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description 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 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 this work item to the agent. The default value is `false`.
IsPreferredUserRequired	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort Description Indicates whether this work item stays 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 this work item was pushed to an agent at least one time and `false` otherwise.
IsPushed	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether this work item is pushed to an agent.
IsReadyForRouting	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether this work item is ready to be routed to an agent. If `true`, you can’t edit this PendingServiceRouting record.
IsStatusChangeInitiated	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item status change triggered the direct assignment of this 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 work item routing 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 record.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description ID of the owner of this PendingServiceRouting record.
PreferredUserId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the preferred user to handle the work item.
PushTimeout	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The time limit set for an agent to respond to an item before it’s pushed to another agent. The time limit is measured in seconds. This field is available in API version 36.0 and later. Effective API version 57.0, for inbound Voice calls, this field represents the time limit set for an agent to respond to a call before it’s declined. The value must be between 0 and 20. The value is capped at 20, so any number greater than that is treated as 20 seconds. This applies to the following telephony models: Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect
QueueId	Type reference Properties Filter, Group, Nillable, Sort Description 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. Possible values are: `ExternalRouting` `LeastActive` `MostAvailable`
RoutingPriority	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description Order in which work items are routed to agents. This field is considered with skills-based routing only. Queue-based routing sets a work item's priority from the routing configuration.
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. Possible values are: `QueueBased` `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 record. The serial number is automatically incremented each time the PendingServiceRouting record 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 the PendingServiceRouting object for queue-based routing, the object doesn’t invoke triggers before or after insert, or any action (trigger, workflow rule, validation) that could interfere with the creation of the record.

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