Agent Work DMO

Object API Name: std__AgentWorkDmo__dlm
Category: Unassigned
Availability: Available in 254 and later versions
Primary Key Field: Id

• UserGroupId has a FOREIGNKEY relationship with the User Group DMO Id field.
• UserId has a FOREIGNKEY relationship with the User DMO Id field.
• BotlId has a FOREIGNKEY relationship with the Bot DMO Id field.
• RelatedToId has a FOREIGNKEY relationship with the Case DMO Id field.

• AcceptDateTime
• ActiveTimeSeconds
• AftConvWorkActualTime
• AftConvWorkExtensionCount
• AgentWorkRoutingType
• AgentWorkStatus
• BotlId
• cdp_sys_record_currency
• CloseDateTime
• DataSourceId
• DataSourceObjectId
• Description
• HandleTimeSeconds
• Id
• InternalOrganizationId
• NameInterfaceField
• PreferredUserId
• RelatedToId
• RelatedToObject
• RequestDateTime
• SpeedToAnswerSeconds
• UserGroupId
• UserId

• Field API Name: std__AcceptDateTime__c
• Data Type: DATETIME
• Description: The date and time when the Agent Work was accepted.

• Field API Name: std__ActiveTimeSeconds__c
• Data Type: DOUBLE
• 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 and 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.

• Field API Name: std__AftConvWorkActualTime__c
• Data Type: DOUBLE
• Description: The number of seconds an agent spent on After Conversation Work (ACW) after customer contact ended.

• Field API Name: std__AftConvWorkExtensionCount__c
• Data Type: DOUBLE
• Description: The number of times an agent extended the After Conversation Work (ACW) timer.

• Field API Name: std__AgentWorkRoutingType__c
• Data Type: TEXT
• Description: The type of Omni-Channel routing. Possible values are: - QueueBased - SkillsBased Maximum size is 15 characters.

• Field API Name: std__AgentWorkStatus__c
• Data Type: TEXT
• Description: The working status of the work item. Possible 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). Maximum size is 15 characters.

• Field API Name: std__BotlId__c
• Data Type: TEXT
• Description: The ID of the associated bot for the Agent Work.

• Field API Name: std__cdp_sys_record_currency__c
• Data Type: TEXT
• Description: System-generated metadata field that stores a 3-letter ISO currency code.

• Field API Name: std__CloseDateTime__c
• Data Type: DATETIME
• Description: Indicates when the work item was closed.

• Field API Name: std__DataSourceId__c
• Data Type: TEXT
• Description: A unique, system-generated identifier for this record.

• Field API Name: std__DataSourceObjectId__c
• Data Type: TEXT
• Description: A unique, system-generated identifier for this record.

• Field API Name: std__Description__c
• Data Type: TEXT
• Description: A description of the Agent Work.

• Field API Name: std__HandleTimeSeconds__c
• Data Type: DOUBLE
• Description: The amount of time an agent had the work item open. This is calculated by CloseDateTime minus AcceptedDateTime. Handle time stops when the agent closes the work item or the after conversation work time ends, whichever happens first.

• Field API Name: std__Id__c
• Data Type: TEXT
• Description: Required. A unique, system-generated identifier for the AgentWork record. Maximum size is 15 characters.

• Field API Name: std__InternalOrganizationId__c
• Data Type: TEXT
• Description: A unique, system-generated identifier for this record.

• Field API Name: std__NameInterfaceField__c
• Data Type: TEXT
• Description: Name of this record.

• Field API Name: std__PreferredUserId__c
• Data Type: TEXT
• 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.

• Field API Name: std__RelatedToId__c
• Data Type: TEXT
• Description: The ID of the object that’s routed to the agent through Omni-Channel. This field is a polymorphic relationship field. Maximum size is 15 characters.

• Field API Name: std__RelatedToObject__c
• Data Type: TEXT
• Description: The name of the related object for the Agent Work.

• Field API Name: std__RequestDateTime__c
• Data Type: DATETIME
• Description: Indicates when the work was requested.

• Field API Name: std__SpeedToAnswerSeconds__c
• Data Type: DOUBLE
• Description: The amount of time between when the work was requested and when an agent accepted it.

• Field API Name: std__UserGroupId__c
• Data Type: TEXT
• Description: The ID of the queue that the work assignment was originally routed to. This is a One to One (1:1) relationship field. AgentWorks is the relationship name and User Group is the referenced object. Maximum size is 15 characters.

• Field API Name: std__UserId__c
• Data Type: TEXT
• Description: The ID of the user that the work item was assigned to. This field is a relationship field.