| CapacityPercentage |
- Type
- percent
- Properties
- Create, Filter, Nillable, Sort, Update
- 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 33.0
and later.
|
| CapacityWeight |
- Type
- double
- Properties
- Create, Filter, Nillable, Sort, Update
- 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 33.0 and later.
|
| 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. Only users with View DeveloperName OR View
Setup and Configuration permission can view, group, sort, and filter this field.
|
| DropAdditionalSkillsTimeout |
- Type
- int
- Properties
- Create, Filter, Group Nillable, Sort, Update
- Description
-
The number of seconds to wait before a skill marked as Additional Skill 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.
|
| IsAttributeBased |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort, Update
- Description
- Indicates whether this routing is attribute-based. Available in API version 45.0 and
later.
|
| Language |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
- Description
- The language of the presence status.
|
| MasterLabel |
- Type
- string
- Properties
- Create, Filter, Group, Sort, Update
- Description
- The label of the presence status.
|
| OverflowAssigneeId |
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The ID of the user or queue that’s set as the Overflow Assignee.
|
| 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.
|
| RoutingModel |
- Type
- picklist
- Properties
- Create, Filter, Group, Restricted picklist, Sort, Update
- Description
- The routing type that determines how work items are routed (pushed) to agents.
Possible values are Least Active and Most
Available.
|
| RoutingPriority |
- Type
- int
- Properties
- Create, Filter, Group, Sort, Update
- Description
- The priority in which work items from the service channels that are related to this
routing configuration are routed to agents. Work items from routing configurations that
have lower priority values (for example, 0) are routed to agents
first.
|
| ServiceChannelId |
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The ID of the service channel that’s associated with this configuration. This field is
available in API version 32.0 and earlier.
|
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