UserServicePresence

Represents a presence user’s real-time presence status. This object is available in API version 32.0 and later.

Supported Calls

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

Special Access Rules

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

Fields

Field Details
AtCapacityDuration
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The duration that the user is at full capacity. This field is updated when the agent’s capacity changes, such as when the agent is assigned, declines, or closes a work item. Available in API versions 34.0 and later.
AverageCapacity
Type
double
Properties
Filter, Nillable, Sort
Description
The user’s average capacity. This field is updated when the agent’s capacity changes, such as when the agent is assigned, declines, or closes a work item. Available in API versions 34.0 and later.
ConfiguredCapacity
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The user’s total configured primary capacity.
ConfiguredInterruptCapacity
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The user’s total configured interruptible capacity. Available in version 57.0 and later when the Interruptible Capacity feature is enabled.
IdleDuration
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The duration that the user is idle. This field is updated when the agent’s capacity changes, such as when the agent is assigned, declines, or closes a work item. Available in API versions 34.0 and later.
IsAway
Type
boolean
Properties
Defaulted on create, Filter, Group, Sort
Description
Indicates whether the user’s status is Away.
The default value is false.
IsCurrentState
Type
boolean
Properties
Defaulted on create, Filter, Group, Sort
Description
Indicates whether a presence status is the user’s current state. If true, the agent is in that presence status. Available in API versions 34.0 and later.
The default value is false.
Name
Type
string
Properties
Create, Filter, Nillable, Sort, Update
Description
An automatically generated ID number that identifies the record.
OwnerId
Type
reference
Properties
Filter, Group, Sort
Description
The ID of the owner of the UserServicePresence entity. For external routing, allows the entity to be used in the Streaming API to listen to events whenever a UserServicePresence record is created, modified, or deleted.
ServicePresenceStatusId
Type
reference
Properties
Create, Filter, Nillable, Sort, Update
Description
The ID of the presence status that’s associated with the presence user that’s specified by the UserId.
StatusDuration
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The duration of the user service presence status. This field is set only when the current user service presence status ends, such as when the agent changes to another presence status or logs out. Available in API versions 34.0 and later.
This field is a calculated field: StatusEndDate - StatusStartDate.
StatusEndDate
Type
dateTime
Properties
Filter, Nillable, Sort
Description
The end date of the user service presence status. This field is set only when the current user service presence status ends, such as when the agent changes to another presence status or logs out. Available in API versions 34.0 and later.
StatusStartDate
Type
dateTime
Properties
Filter, Nillable, Sort
Description
The start date of the user service presence status. Available in API versions 34.0 and later.
UserId
Type
string
Properties
Create, Filter, Group, Sort, Update
Description
The ID of the Omni-Channel user.

Usage

Apex triggers aren’t supported with UserServicePresence.

In API version 41.0 or later, UserServicePresence records can be deleted programmatically. The Customize Application permission is required.

Associated Objects

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

UserServicePresenceChangeEvent (API version 62.0)
Change events are available for the object.
UserServicePresenceOwnerSharingRule
Sharing rules are available for the object.
UserServicePresenceShare
Sharing is available for the object.