PendingServiceRoutingInteractionInfo

Represents PendingServiceRouting interaction information that’s used when work is routed to an agent. For a screen pop, it specifies which records to open when work is routed to an agent from a specific channel. PendingServiceRoutingInteractionInfo is read-only. This object is available in API version 53.0 and later.

Supported Calls

describeSObjects(), query(), retrieve()

Special Access Rules

To access this object, Omni-Channel must be enabled. To view this object, you must have the “Manage Flow” user permission.

Fields

Field Details
IsFocused
Type
boolean
Properties
Defaulted on create, Filter, Group, Sort
Description
Indicates whether this record shows on the agent’s screen when multiple records open at the same time.
Name
Type
string
Properties
Autonumber, Defaulted on create, Filter, idLookup, Sort
Description
The name of the PendingServiceRoutingInteractionInfo.
PendingServiceRoutingId
Type
reference
Properties
Filter, Group, Sort
Description
The ID of the PendingServiceRouting from which the AgentWork is created.
This is a relationship field.
Relationship Name
PendingServiceRouting
Relationship Type
Lookup
Refers To
PendingServiceRouting
PrimaryRecordId
Type
reference
Properties
Filter, Group, Sort
Description
The ID of the object that’s routed to the agent through Omni-Channel.
Relationship Name
PrimaryRecord
Relationship Type
Lookup
TargetFlowName
Type
string
Properties
Filter, Group, Nillable, Sort
Description
The API name and namespace prefix, if any, of the screen flow to open when work is routed to the agent. This field and the TargetFlowId field can't be populated at the same time. Available in API version 57.0 and later.
TargetObjectId
Type
reference
Properties
Filter, Group, Nillable, Sort
Description
The record to open when work is routed to the agent. This field is required in API version 56.0 and earlier. In API version 57.0 and later, this field is optional and can’t be populated at the same time as the TargetFlowName field.
Relationship Name
TargetObject
Relationship Type
Lookup