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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.

This guide only lists certain information for each object. For more information, including descriptions of the fields, see AgentWork in the Object Reference for the Salesforce Platform.

Fields

Field Name	Field Label	Type	Digits	Length	Precision	Scale
`AcceptDateTime`	Accept Date	datetime
`ActiveTime`	Active Time	int	9
`AcwExtensionCount`	After Conversation Work Extension Count	int	9
`AcwExtensionDuration`	After Conversation Work Extension Duration	int	9
`AfterConversationActualTime`	After Conversation Work Actual Time	int	9
`AgentCapacityWhenDeclined`	Agent Capacity when Declined	double			10	2
`AgentIntCapacityWhenDeclined`	Agent Interruptible Capacity when Declined	double			10	2
`AssignedDateTime`	Assign Date	datetime
`BotId`	Bot ID	reference		18
`BotType`	Bot Type	picklist		255
`CancelDateTime`	Cancel Date	datetime
`CapacityPercentage`	Percentage of Capacity	percent			5	2
`CapacityWeight`	Units of Capacity	double			10	2
`CloseDateTime`	Close Date	datetime
`CreatedById`	Created By ID	reference		18
`CreatedDate`	Created Date	datetime
`CurrencyIsoCode`	Currency ISO Code	picklist		3
`DeclineDateTime`	Decline Date	datetime
`DeclineReason`	Decline Reason	string		200
`HandleTime`	Handle Time	int	9
`Id`	Agent Work ID	id		18
`IsDeleted`	Deleted	boolean
`IsInterruptible`	Is Interruptible	boolean
`IsPreferredUserRequired`	Is Preferred User Required	boolean
`LastModifiedById`	Last Modified By ID	reference		18
`LastModifiedDate`	Last Modified Date	datetime
`Name`	Name	string		255
`OriginalGroupId`	Group ID	reference		18
`OriginalQueueId`	Queue ID	reference		18
`OwnerId`	Owner ID	reference		18
`PausedCapacityPercentage`	Percentage of Capacity for Paused Work Items	percent			5	2
`PausedCapacityWeight`	Units of Capacity for Paused Work Items	double			10	2
`PendingServiceRoutingId`	Pending Service Routing ID	reference		18
`PreferredUserId`	User ID	reference		18
`PushTimeout`	Push Time-Out	int	9
`PushTimeoutDateTime`	Push Time-Out Date	datetime
`RequestDateTime`	Request Date	datetime
`RoutingModel`	Routing Model	picklist		255
`RoutingPriority`	Routing Priority	int	9
`RoutingType`	Routing Type	picklist		255
`ServiceChannelId`	Service Channel ID	reference		18
`ShouldSkipCapacityCheck`	Should Skip Capacity Check	boolean
`SpeedToAnswer`	Speed To Answer	int	9
`Status`	Status	picklist		255
`SystemModstamp`	System Modstamp	datetime
`TransferRequesterId`	User ID	reference		18
`UserId`	User ID	reference		18
`WorkItemId`	WorkItem ID	reference		18

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Salesforce Field Reference Guide