Create AgentWork Records for External Routing

The external routing application creates AgentWork records to route work items to a rep in Omni-Channel.

We strongly recommend not to use external routing and Omni-Channel routing simultaneously because they may assign the same work item to the same rep.This conflicting assignment could lead to complications while tracking consumed work capacity.

Note

When the partner routing application receives new PendingServiceRouting creation events (where the routing type equals External), it uses the values in the event notification to determine what work needs to be routed to a rep. It makes a routing decision by creating AgentWork records. This API is existing functionality that partners use to query Salesforce.

The partner routing application uses these steps to generate and send the AgentWork records:

Creates an AgentWork record using the IDs, such as the PendingServiceRouting ID and WorkItem ID, gathered from the PendingServiceRouting event notification. Keep track of the PSR ID and the WorkItem ID as they are required for creation of the AgentWork record.
Stores the AgentWork records in the external routing application until they are ready to be routed to a rep.
Executes Apex code to send the ready AgentWork record to Salesforce.

This Apex code sample creates an AgentWorkrecord and assigns the work item to a specific rep.

1AgentWork work = new AgentWork();
2work.ServiceChannelId = '<ServiceChannelId>';
3work.WorkItemId = '<WorkItemId>';
4work.UserId = '<UserId>';
5work.PendingServiceRoutingId = '<PendingServiceRoutingId>';
6insert work;

Omni-Channel Developer Guide

Create AgentWork Records for External Routing