WorkSkillRouting

Represents a setup object that stores a set of WorkSkillRoutingAttribute objects. These objects are used to route a work item to an agent who has the skills necessary to take the work.

This type extends Metadata and inherits its fields.

WorkSkillRouting components have the suffix workSkillRouting and are stored in the workSkillRoutings folder.

Introduced in API version 46.0.

• Type: boolean
• Required: Yes
• Description: Required. Indicates whether assignment rules are active and can be evaluated.

• Type: string
• Required: Yes
• Description: Required. The label for this object. This display value is the internal label that is not translated.

• Type: string
• Required: Yes
• Description: Required. Type of Salesforce object that the attributes are associated with.

• Type: WorkSkillRoutingAttribute[]
• Required: No
• Description: A set of mappings between work-item field values and skills. Create one attribute mapping set for each object.

Represents the routing assignments between object attributes and skills. Attributes are used to route a work item to an agent who has the skills necessary to take the work.

• Type: string
• Required: Yes
• Description: Required. Field that this attribute applies to.

• Type: boolean
• Required: No
• Description: After a designated timeout period, additional skills are dropped from Omni-Channel routing. The case is then routed to the best-matched agent even if they don’t have all the skills.

• Type: string
• Required: Yes
• Description: Required. Skill used to route the work item when the attribute maps to the value selected.

• Type: int
• Required: No
• Description: Level of the skill required. This value can range from 0 to 10.

• Type: int
• Required: No
• Introduced: API version 49.0
• Description: For additional skills, specify the order in which a skill is dropped if after the Drop Additional Skills Timeout on the routing configuration, no agent with that skill is available. Skills with a lower priority rank (9 or 10) are dropped first. Skills with a higher priority rank (0 or 1) are dropped last. Skills with the same priority value are dropped as a group. You can set skill priority using attribute setup for skills-based routing or Apex code.

• Type: string
• Required: No
• Description: Attribute value that is assigned to the selected skill.

The following is an example of a WorkSkillRouting component.

1<?xml version="1.0" encoding="UTF-8"?>
2<WorkSkillRouting xmlns="http://soap.sforce.com/2006/04/metadata">
3  <isActive>true</isActive>
4  <masterLabel>Attribute setup for skills-based routing for Case object</masterLabel>
5  <relatedEntity>Case</relatedEntity>
6  <workSkillRoutingAttributes>
7    <field>Case.Origin</field>
8    <isAdditionalSkill>false</isAdditionalSkill>
9    <skill>Technical_Skill</skill>
10    <skillLevel>3</skillLevel>
11    <skillPriority>2</skillPriority>
12    <value>Web</value>
13  </workSkillRoutingAttributes>
14</WorkSkillRouting>

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.