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.

Field Name	Field Label	Type	Digits	Length	Precision	Scale
AbandonedDateTime	Abandoned Date Time	datetime
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
AgenticWorkerReferenceObjId	Agentic Worker Reference Object ID	reference		18
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
DeclineDateTime	Decline Date	datetime
DeclineReason	Decline Reason	string		200
FinalStatusTime	Final Status Time	datetime
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
ScheduledRoutingDateTime	Scheduled Routing Date Time	datetime
ServiceChannelId	Service Channel ID	reference		18
ShouldSkipCapacityCheck	Should Skip Capacity Check	boolean
SpeedToAnswer	Speed To Answer	int	9
Status	Status	picklist		255
StatusReason	Status Reason	string		200
SystemModstamp	System Modstamp	datetime
TargetAcceptDateTime	Target Accept Date Time	datetime
TransferRequesterId	User ID	reference		18
UserId	User ID	reference		18
WorkItemId	WorkItem ID	reference		18

Sharing for AgentWork.

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

Field Name	Field Label	Type	Digits	Length	Precision	Scale
AccessLevel	Custom Object Access	picklist		40
Id	Custom Object Share ID	id		18
IsDeleted	Deleted	boolean
LastModifiedById	Last Modified By ID	reference		18
LastModifiedDate	Last Modified Date	datetime
ParentId	Parent ID	reference		18
RowCause	Row Cause	picklist		40
UserOrGroupId	User/Group ID	reference		18