| AcwExtensionDuration |
- Type
- int
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The maximum length of time, measured in seconds, an agent can spend on After
Conversation Work (ACW) each time they extend the timer.
You must set this field if
HasAcwExtensionEnabled is set
to true. Specify a
value from 10 through 3600. Available only for service
channels of type Messaging or Voice.
|
| AfterConvoWorkMaxTime |
- Type
- int
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The maximum length of time, measured in seconds, an agent has to complete After
Conversation Work (ACW). You must set this field if
HasAfterConvoWorkTimer is set
to true. Specify a
value from 10 through 3600. Available only for service
channels of type Messaging or Voice.
For service
channels of type Voice, this field is available in
API version 52.0 and later. For service channels of
type Messaging, this field is available in API
version 56.0 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 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.
|
| HasAcwExtensionEnabled |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort,
Update
- Description
- If set to true,
agents can extend their After Conversation Work (ACW)
time. Available only if
HasAfterConvoWorkTimer is set
to true. If set to
true, you must
also set the AcwExtensionDuration
and MaxExtensions fields. The
default value is false. Available only for service channels
of type Messaging or Voice.
This field is available in
API version 56.0 and later.
|
| HasAfterConvoWorkTimer |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort,
Update
- Description
- If set to true,
After Conversation Work (ACW) time can be configured for
the channel. If set to true, you must also set the
AfterConvoWorkMaxTime field.
The default value is false. Available only for service channels
of type Messaging or Voice.
For service channels of
type Voice, this field is available in API version
52.0 and later. For service channels of type
messaging, this field is available in API version
56.0 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.
|
| MaxExtensions |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist,
Sort, Update
- Description
- The maximum number of times an agent can extend their After Work Conversation (ACW)
time. Specify a value from 1 through 10. You must set
this field if
HasAcwExtensionEnabled is set
to true. Available
only for service channels of type Messaging or Voice.
This field is available in API version 56.0 and
later.
|
| 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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