AgentWork

Represents a work assignment that’s been routed to an agent. If the work is transferred to another agent, a new AgentWork record is created. This object is available in API version 32.0 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
AcceptDateTime	TypedateTime Properties Filter, Nillable, Sort Description Indicates when the work item was accepted.
ActiveTime	Type int Properties Filter, Group, Nillable, Sort Description The amount of time an agent is actively working on a work item in their console. Active time is tracked only for tasks routed using the tab-based capacity model. It's tracked only when the work tab is open and in focus in the console. If the agent switches console tabs, the time spent on the other tabs isn't counted. Active time continues to count if you switch to a new browser tab or window. Active time stops when the agent closes the work item or the after conversation work time ends, whichever happens first.
AcwExtensionCount	Type int Properties Filter, Group, Nillable, Sort Description The number of times that an agent extended the After Conversation Work (ACW) timer. This field is available in API version 55.0 and later.
AcwExtensionDuration	Type int Properties Filter, Group, Nillable, Sort Description The length of time (in seconds) that the After Conversation Work (ACW) timer was extended each time that the agent extended the timer. This field is available in API version 55.0 and later. To find the total extension duration, multiply this field by AcwExtensionCount or use AfterConversationActualTime.
AfterConversationActualTime	Type int Properties Filter, Group, Nillable, Sort Description The number of seconds an agent spent on After Conversation Work (ACW) after customer contact ended. This field is available in API version 52.0 and later.
AgentCapacityWhenDeclined	Type double Properties Filter, Nillable, Sort Description The agent’s capacity when declining work, either explicitly or through push timeout.
AssignedDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was assigned to an agent
BotId	Type reference Properties Create, Filter, Group, Nillable, Sort Description The ID of the Enhanced Einstein Bot or AI agent that performed the work. This is a relationship field. This field is available in API version 52.0 and later. Relationship Name Bot Relationship Type Lookup Refers To BotDefinition
BotType	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort Description Indicates the type of bot. Valid values are: Bot. Refers to an Einstein bot. ExternalCopilot. Refers to an AI agent with whom your customers can interact. The default value is Bot. This field is available in API version 63.0 and later.
CancelDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was canceled.
CapacityModel	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description Indicates the capacity model used to determine agent capacity. Valid values are `StatusBased` and `TabBased`. This field is available in API version 50.0 and later. A work item consumes agent capacity only if it was first assigned to the agent by Omni-Channel using queues or skills.
CapacityPercentage	Type percent Properties Create, Filter, Nillable, Sort Description The percentage of an agent’s capacity that’s consumed when this work item is in progress. Valid values are from 0 to 100. The agent can receive a new work item only if they have enough available capacity for the item. Voice calls must have a capacity percentage of `100`, so an agent on a call doesn’t receive new work items until the call ends.
CapacityWeight	Type double Properties Create, Filter, Nillable, Sort Description The amount of an agent’s capacity that’s consumed when this work item is in progress. For example, if cases are assigned a capacity weight of `2`, an agent with a capacity of `6` can accept up to 3 cases before the agent is at capacity and can’t receive new work items. Voice calls must use the entire capacity weight.
CloseDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work item was closed.
DeclineDateTime	Type dateTime Properties Filter, Nillable, Sort Description Date and time when the agent declined this record.
DeclineReason	Type string Properties Filter, Group, Nillable, Sort Description The provided reason for why an agent declined the work request.
ExternalBotId	Type reference Properties Create, Filter, Group, Nillable, Sort Description The ID of the third-party bot that handles the work item. This is a relationship field. This field is available in API version 64.0 and later. Relationship Name ExternalBot Relationship Type Lookup Refers To ExternalConversationBotDef
HandleTime	Type int Properties Filter, Group, Nillable, Sort Description The amount of time an agent had the work item open, calculated by `CloseDateTime` – `AcceptedDateTime`. Handle time stops when the agent closes the work item or the after conversation work time ends, whichever happens first.
IsConference	Type boolean Properties Filter, Group, Sort Description Indicates whether the agent was conferenced on the work item by another agent (`true`) or not (`false` ). The default value is `false`. Available in API version 44.0 and later. This field is accessible in Reports, but not via the API.
IsInterruptible	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item consumes interruptible or primary capacity. The default value is false. Available in API version 57.0 and later when the Interruptible Capacity feature is enabled.
IsOwnerChangeInitiated	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item owner change triggered the direct assignment of the work item to the agent. The default value is `false`. Status-Based Capacity Model has to be turned on to use this field. This field is available in API version 50.0 and later.
IsPreferredUserRequired	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item stays with the preferred user even when the user isn’t available. The default value is false. This field is available in API version 50.0 and later.
IsStatusChangeInitiated	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a work item status change triggered the direct assignment of the work item to the agent. The default value is false. Status-Based Capacity Model has to be turned on to use this field. This field is available in API version 50.0 and later.
IsTransfer	Type boolean Properties Filter,Group, Sort Description Indicates whether the agent received the work item through transfer from another agent (`true`) or not (`false`). The default value is `false`. Available in API version 38.0 and later. This field is accesible in Reports, but not via the API.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description An automatically generated ID number that identifies the record.
OriginalGroupId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the queue that the work assignment was originally routed to. This field is a relationship field. Relationship Name OriginalGroup Relationship Type Lookup Refers To Group
OriginalQueueId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the queue that the work assignment was originally routed to. Due to API changes, `OriginalQueueId` is no longer recommended. Use `OriginalGroupId` instead.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The ID of the owner of the AgentWork. This field is a polymorphic relationship field. This field is available in API version 50.0 and later. Relationship Name Owner Relationship Type Lookup Refers To Group, User
PausedCapacityPercentage	Type percent Properties Create, Filter, Nillable, Sort, Update Description The percentage of an agent’s capacity that’s consumed when this work item is paused. The paused capacity feature is available with status-based capacity and Enhanced Omni-Channel only. This field is available in API version 62.0 and later.
PausedCapacityWeight	Type double Properties Create, Defaulted on create, Filter, Nillable, Sort, Update Description The amount of an agent’s capacity that’s consumed when this work item is paused. The paused capacity feature is available with status-based capacity and Enhanced Omni-Channel only. This field is available in API version 62.0 and later.
PendingServiceRoutingId	Type reference Properties Create, Filter, Group, Nillable, Sort Description The ID of the PendingServiceRouting from which the AgentWork was created. This field is a relationship field. This field is available in API version 50.0 and later. Relationship Name PendingServiceRouting Relationship Type Lookup Refers To PendingServiceRouting
PreferredUserId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the preferred user to handle the work. This field is a relationship field. This field is available in API v46.0 and later. Relationship Name PreferredUser Relationship Type Lookup Refers To User
PushTimeout	Type int Properties Filter, Group, Nillable, Sort 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: Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect
PushTimeoutDateTime	Type dateTime Properties Filter, Nillable, Sort Description The date and time (in UTC) when the push timeout event occurred. This field is available in API version 36.0 and later.
RequestDateTime	Type dateTime Properties Filter, Nillable, Sort Description Indicates when the work was requested.
RoutingModel	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description Determines how incoming work items are routed to agents assigned to a service channel. Possible values are: `ExternalRouting` `LeastActive` `MostAvailable`
RoutingPriority	Type int Properties Filter, Group, Nillable, Sort Description The order in which work items from the queue that are associated with the routing configuration are routed to agents.
RoutingType	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description The type of Omni-Channel routing. Possible values are: `QueueBased` `SkillsBased`
SecondaryRoutingPriority	Type int Properties Filter, Group, Nillable, Sort Description Indicates the secondary routing priority.
ServiceChannelId	Type reference Properties Create, Filter, Group, Sort Description The ID of the service channel that’s associated with the work assignment. This field is a relationship field. Relationship Name ServiceChannel Relationship Type Lookup Refers To ServiceChannel
ShouldSkipCapacityCheck	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort Description Indicates whether to skip checking an agent’s available capacity (`true`) or not (`false`) when an externally routed work item is created. This field is used when agents can simultaneously handle work from both Omni-Channel queues and queues using external routing. When `true`, the receiving agent can exceed their set capacity to accept the item, but they don’t receive more Omni-Channel routed work. When `false`, the receiving agent can’t exceed their set capacity and must have enough open capacity to accept the item. The default value is `false`.
SpeedToAnswer	Type int Properties Filter, Group, Nillable, Sort Description The amount of time between when the work was requested and when an agent accepted it.
Status	Type picklist Properties Filter, Group, Restricted picklist, Sort Description The working status of the work item. Valid values are: `Assigned` – The item is assigned to the agent but hasn’t been opened. `Canceled` – The item no longer needs to be routed. For example: a chat visitor cancels their Omni-Channel routed chat request before it reaches an agent. `Closed` – The item is closed. `Declined` – The item was assigned to the agent but the agent explicitly declined it. `DeclinedOnPushTimeout` – The item was declined because push time-out is enabled and the item request timed out with the agent. `Opened` – The agent opened the item. `Transferred`–The item was transferred from an agent to another agent, queue, or skill. `Unavailable` – The item was assigned to the agent but the agent became unavailable (went offline or lost connection).
TargetAcceptDateTime	Type dateTime Properties Filter, Nillable, Sort, Update Description The date and time by when a rep must accept a work item. Influences backlog ordering by prioritizing work items with earlier target acceptance deadlines. The field can be dynamically set using Flow for each work item during the routing process. This allows for flexible prioritization based on case urgency, customer tier, or other business rules. Available in API version 65.0 and later.
TransferRequesterId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The user ID of the rep who reassigned the work using the Reassign action. This field is populated in reassigned AgentWork records only, not the original AgentWork record. This is a relationship field. This field is available in API version 63.0 and later. Relationship Name TransferRequester Relationship Type Lookup Refers To User
UserId	Type reference Properties Create, Filter, Group, Sort Description The ID of the user that the work item was assigned to. This field is a relationship field. Relationship Name User Relationship Type Lookup Refers To User
WorkItemId	Type reference Properties Create, Filter, Group, Sort Description The ID of the object that’s routed to the agent through Omni-Channel. This field is a polymorphic relationship field. Relationship Name WorkItem Relationship Type Lookup Refers To Custom objects and these standard objects: Account, Activity, Case, Claim, ClaimCoverage, ClaimRecovery, Contact, ContactRequest, CustomEntityData, Incident, Lead, LiveChatTranscript, MessagingSession, Opportunity, Orchestration Work Items, Order, PaymentRequest, PersonTraining,Referral, SocialPost, SwarmMember, and VoiceCall. WorkOrder is available in version 58.0 and later.

Usage

AgentWork records can only be deleted if they have the status Closed, Declined, or Unavailable. They can’t be deleted if their status is Assigned or Opened because they’re active in Omni-Channel.

When AgentWork records are created, they have the status Assigned. After a record is created, it’s automatically pushed to the assigned agent.

While the metadata for AgentWork indicates support for upsert() and update(), these calls aren’t used with AgentWork because none of its fields can be updated.

Apex triggers are supported with AgentWork.

Associated Objects

This object has the following associated objects. Unless noted, they’re available in the same API version as this object.

AgentWorkChangeEvent (API version 63.0): Change events are available for the object.
AgentWorkOwnerSharingRule: Sharing rules are available for the object.
AgentWorkShare: Sharing is available for the object.

Object Reference for the Salesforce Platform