AgentWorkSkill

Represents a skill used to route a work assignment to an agent. AgentWorkSkill is used for reporting and represents the result of a routing decision. This object is available in API version 42.0 and later.

Supported Calls

delete(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), undelete()

Special Access Rules

To access this object, Omni-Channel must be enabled.

Fields

Field	Details
AgentWorkId	Type reference Properties Filter, Group, Sort Description The AgentWork object associated with this skill.
IsAdditionalSkill	Type boolean Properties Defaulted on create, Filter, Group, Sort Description After a designated timeout period, a skill marked as additional is dropped from Omni-Channel routing. The case is then routed to the best-matched agent, even if the agent doesn’t have all the skills. The default value is false. Available in API version 48.0 and later.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description An automatically generated ID number that identifies the record.
SkillId	Type reference Properties Filter, Group, Sort Description The skill that is required or additional.
SkillLevel	Type double Properties Filter, Sort Description The level of the required or additional skill. Skill levels can range from 1 to 10. Depending on your business needs, you might want the skill level to reflect years of experience, certification levels, or license classes.
SkillPriority	Type int Properties Aggregatable, Filter, Group, Nillable, Sort Description For additional skills, specifies the order in which skills are dropped if after the specified timeout no agent with that skill is available. Higher priority-value skills are dropped first. Lower priority-value skills, for example 0, are dropped last. Skills with the same priority value are dropped as a group. You can set skill priority using attribute setup for skills-based routing or Apex code.
WasDropped	Type boolean Properties Filter, Group, Sort Description For skills marked as additional, indicates if the skill was dropped from Omni-Channel routing because an agent with this skill was not available. The default value is false. Available in API version 48.0 and later.

Associated Objects

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later.

AgentWorkSkillChangeEvent (API version 62.0): Change events are available for the object.

Object Reference for the Salesforce Platform

AgentWorkSkill

Supported Calls

Special Access Rules

Fields

Associated Objects