afv-library/skills/platform-data-and-tooling-api-context-get/assets/enterprise_api/PendingServiceRouting.json

{
  "sections": [
    "title",
    "description",
    "fields",
    "special_access_rules",
    "usage",
    "associated_objects",
    "field_reference"
  ],
  "title": "PendingServiceRouting - Data API",
  "description": "Represents the routing details of a work item that’s waiting to be routed or assigned. This object is available in API version 40.0 and later.",
  "fields_columns": [
    "type",
    "properties",
    "description",
    "relationship_name",
    "relationship_type",
    "refers_to"
  ],
  "fields": {
    "BotId": {
      "type": "reference",
      "properties": "Create, Filter, Group, Nillable, Sort",
      "description": "The ID of the Enhanced Einstein Bot or AI agent that performed the work. This is a relationship field. This field is available in API version 52.0 and later. This field is a relationship field.",
      "relationship_name": "Bot",
      "relationship_type": "Lookup",
      "refers_to": "BotDefinition"
    },
    "BotType": {
      "type": "picklist",
      "properties": "Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort",
      "description": "Indicates the type of bot. Valid values are: Bot. Refers to an Einstein bot. ExternalCopilot. Refers to an AI agent with whom your customers can interact. The default value is Bot. This field is available in API version 63.0 and later."
    },
    "CapacityPercentage": {
      "type": "percent",
      "properties": "Create, Filter, Nillable, Sort, Update",
      "description": "Indicates the amount of work that this work item represents as a percentage. Valid values are from 0 to 100. Voice calls must have a capacity percentage of 100. If an agent receives a voice call, the agent won’t receive new work items until the call ends, because at that point the agent’s capacity will have reached 100%."
    },
    "CapacityWeight": {
      "type": "double",
      "properties": "Create, Filter, Nillable, Sort, Update",
      "description": "Indicates the amount of work that this work item represents as a whole number. Voice calls must use the entire capacity weight."
    },
    "CustomRequestedDateTime": {
      "type": "dateTime",
      "properties": "Create, Filter, Nillable, Sort, Update",
      "description": "Retains the datetime of this work item’s initial request, so work items are rerouted using the datetime of the initial work request. When left blank, work items are rerouted using the datetime when they’re rerouted."
    },
    "DropAdditionalSkillsTimeout": {
      "type": "int",
      "properties": "Create, Filter, Group, Nillable, Sort, Update",
      "description": "Time to wait before a skill marked as additional is dropped from Omni-Channel routing. The case is then routed to the best-matched agent even if they don’t have all the skills. If CustomRequestedDateTime is set in the PendingServiceRouting object, DropAdditionalSkillsTimeout uses CustomRequestedDateTime as the start time. If CustomRequestedDateTime + DropAdditionalSkillsTimeout has already passed, Omni-Channel immediately drops the additional skills after the pending service request is created."
    },
    "ExternalBotId": {
      "type": "reference",
      "properties": "Create, Filter, Group, Nillable, Sort",
      "description": "The ID of the third-party bot that handles the work item. This is a relationship field. This field is available in API version 64.0 and later.",
      "relationship_name": "ExternalBot",
      "relationship_type": "Lookup",
      "refers_to": "ExternalConversationBotDef"
    },
    "GroupId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "ID of the Omni-Channel queue."
    },
    "IsInterruptible": {
      "type": "boolean",
      "properties": "Defaulted on create, Filter, Group, Sort",
      "description": "Indicates whether a work item consumes interruptible or primary capacity. The default value is false. Available in version 57.0 and later when the Interruptible Capacity feature is enabled."
    },
    "IsOwnerChangeInitiated": {
      "type": "boolean",
      "properties": "Defaulted on create, Filter, Group, Sort",
      "description": "Indicates whether a work item owner change triggered the direct assignment of this work item to the agent. The default value is false."
    },
    "IsPreferredUserRequired": {
      "type": "boolean",
      "properties": "Create, Defaulted on create, Filter, Group, Sort",
      "description": "Indicates whether this work item stays with the preferred user even when the user isn’t available. The default value is false. This field is available in API version 50.0 and later. When a specific agent is required, don’t set PushTimeout. These options aren’t supported in this case."
    },
    "IsPushAttempted": {
      "type": "boolean",
      "properties": "Defaulted on create, Filter, Group, Sort",
      "description": "Indicates whether a push has been attempted. true if this work item was pushed to an agent at least one time and false otherwise."
    },
    "IsPushed": {
      "type": "boolean",
      "properties": "Defaulted on create, Filter, Group, Sort",
      "description": "Indicates whether this work item is pushed to an agent."
    },
    "IsReadyForRouting": {
      "type": "boolean",
      "properties": "Create, Defaulted on create, Filter, Group, Sort, Update",
      "description": "Indicates whether this work item is ready to be routed to an agent. If true, you can’t edit this PendingServiceRouting record."
    },
    "IsStatusChangeInitiated": {
      "type": "boolean",
      "properties": "Defaulted on create, Filter, Group, Sort",
      "description": "Indicates whether a work item status change triggered the direct assignment of this work item to the agent. The default value is false. This field is available in API version 50.0 and later."
    },
    "IsTransfer": {
      "type": "boolean",
      "properties": "Defaulted on create, Filter, Group, Sort",
      "description": "Indicates whether this work item routing is a transfer request."
    },
    "LastDeclinedAgentSession": {
      "type": "string",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "Chat session ID of the agent who last declined this work item."
    },
    "Name": {
      "type": "string",
      "properties": "Autonumber, Defaulted on create, Filter, idLookup, Sort",
      "description": "Name of the PendingServiceRouting record."
    },
    "OwnerId": {
      "type": "reference",
      "properties": "Create, Defaulted on create, Filter, Group, Sort, Update",
      "description": "ID of the owner of this PendingServiceRouting record."
    },
    "PausedCapacityPercentage": {
      "type": "percent",
      "properties": "Create, Filter, Nillable, Sort, Update",
      "description": "The percentage of capacity that’s consumed when this work item is paused. The paused capacity feature is available with status-based capacity and Enhanced Omni-Channel only. This field is available in API version 62.0 and later."
    },
    "PausedCapacityWeight": {
      "type": "double",
      "properties": "Create, Defaulted on create, Filter, Nillable, Sort, Update",
      "description": "The amount of capacity that’s consumed when this work item is paused. The paused capacity feature is available with status-based capacity and Enhanced Omni-Channel only. This field is available in API version 62.0 and later."
    },
    "PreferredUserId": {
      "type": "reference",
      "properties": "Create, Filter, Group, Nillable, Sort, Update",
      "description": "ID of the preferred user to handle the work item."
    },
    "PushTimeout": {
      "type": "int",
      "properties": "Create, Filter, Group, Nillable, Sort, Update",
      "description": "The time limit set for an agent to respond to an item before it’s rerouted and the agent’s status is changed accordingly. The time limit is measured in seconds. This field is available in API version 36.0 and later. Effective API version 57.0, for inbound Voice calls, this field represents the time limit set for an agent to respond to a call before it’s declined. The value must be from 0 through 20. The value is capped at 20, so any number greater than that is treated as 20 seconds. Latency on the part of the telephony provider can result in agents having less than 20 seconds to answer a call before it’s rerouted. When an agent attempts to answer a call within 20 seconds and finds that the call was rerouted, the agent’s status remains unchanged. This scenario applies to these telephony models. Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect When IsPreferredUserRequired is set to true, don’t set this option. When a specific agent is required, this option isn’t supported."
    },
    "QueueId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "ID of the Omni-Channel queue. Due to API changes, QueueId is no longer recommended. Use GroupId instead."
    },
    "RoutingModel": {
      "type": "picklist",
      "properties": "Create, Filter, Group, Nillable, Restricted picklist, Sort, Update",
      "description": "Type of routing model. Possible values are: ExternalRouting LeastActive MostAvailable"
    },
    "RoutingPriority": {
      "type": "int",
      "properties": "Create, Filter, Group, Nillable, Sort, Update",
      "description": "Order in which work items are routed to agents. This field is considered with skills-based routing only. Queue-based routing sets a work item's priority from the routing configuration."
    },
    "RoutingType": {
      "type": "picklist",
      "properties": "Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort",
      "description": "Indicates whether the work item is routed by queue or by skills-based routing. Possible values are: QueueBased SkillsBased"
    },
    "SecondaryRoutingPriority": {
      "type": "int",
      "properties": "Create, Filter, Group, Nillable, Sort, Update",
      "description": "Indicates the secondary routing priority."
    },
    "Serial": {
      "type": "int",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "Serial number of the PendingServiceRouting record. The serial number is automatically incremented each time the PendingServiceRouting record is modified."
    },
    "ServiceChannelId": {
      "type": "reference",
      "properties": "Create, Filter, Group, Sort",
      "description": "ID of the service channel."
    },
    "TargetAcceptDateTime": {
      "type": "dateTime",
      "properties": "Filter, Nillable, Sort, Update",
      "description": "The date and time by when a rep must accept a work item. Influences backlog ordering by prioritizing work items with earlier target acceptance deadlines. The field can be dynamically set using Flow for each work item during the routing process. This allows for flexible prioritization based on case urgency, customer tier, or other business rules. Available in API version 65.0 and later."
    },
    "TransferRequesterId": {
      "type": "reference",
      "properties": "Create, Filter, Group, Nillable, Sort, Update",
      "description": "The user ID of the rep who reassigned the work using the Reassign action. This field is populated in reassigned AgentWork records only, not the original AgentWork record. This is a relationship field. This field is available in API version 63.0 and later.",
      "relationship_name": "TransferRequester",
      "relationship_type": "Lookup",
      "refers_to": "User"
    },
    "WorkItemId": {
      "type": "reference",
      "properties": "Create, Filter, Group, Sort",
      "description": "ID of the work item.",
      "refers_to": "Custom objects and these standard objects: Account, Activity, Case, Claim, ClaimCoverage, ClaimRecovery, Contact, ContactRequest, CustomEntityData, Incident, Lead, LiveChatTranscript, MessagingSession, Opportunity, Orchestration Work Items, Order, Order, PaymentRequest, PersonTraining, Referral, SocialPost, SwarmMember, and VoiceCall. WorkOrder is available in version 58.0 and later."
    }
  },
  "special_access_rules": "To access this object, Omni-Channel must be enabled.",
  "usage": "When you use the PendingServiceRouting object for queue-based routing, the object doesn’t invoke triggers before or after insert, or any action (trigger, workflow rule, validation) that could interfere with the creation of the record.",
  "associated_objects": "This object has these associated objects. Unless noted, they’re available in the same API version as this object.\n\n- **PendingServiceRoutingChangeEvent (API version 62.0)**: Change events are available for the object.\n- **PendingServiceRoutingOwnerSharingRule**: Sharing rules are available for the object.\n- **PendingServiceRoutingShare**: Sharing is available for the object.",
  "field_reference": {
    "BotId": {
      "field_label": "Bot ID",
      "type": "reference",
      "length": "18"
    },
    "BotType": {
      "field_label": "Bot Type",
      "type": "picklist",
      "length": "255"
    },
    "CapacityPercentage": {
      "field_label": "Capacity Percentage",
      "type": "percent",
      "precision": "5",
      "scale": "2"
    },
    "CapacityWeight": {
      "field_label": "Capacity Weight",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "CreatedById": {
      "field_label": "Created By ID",
      "type": "reference",
      "length": "18"
    },
    "CreatedDate": {
      "field_label": "Created Date",
      "type": "datetime"
    },
    "CustomRequestedDateTime": {
      "field_label": "Custom Requested Date",
      "type": "datetime"
    },
    "DropAdditionalSkillsTimeout": {
      "field_label": "Drop Additional Skills Time-Out",
      "type": "int",
      "digits": "9"
    },
    "GroupId": {
      "field_label": "Group ID",
      "type": "reference",
      "length": "18"
    },
    "Id": {
      "field_label": "Pending Service Routing ID",
      "type": "id",
      "length": "18"
    },
    "IsConference": {
      "field_label": "Is Conference",
      "type": "boolean"
    },
    "IsDeleted": {
      "field_label": "Deleted",
      "type": "boolean"
    },
    "IsInterruptible": {
      "field_label": "Is Interruptible",
      "type": "boolean"
    },
    "IsPreferredUserRequired": {
      "field_label": "Is Preferred User Required",
      "type": "boolean"
    },
    "IsPushAttempted": {
      "field_label": "Is Push Attempted",
      "type": "boolean"
    },
    "IsPushed": {
      "field_label": "Is Pushed",
      "type": "boolean"
    },
    "IsReadyForRouting": {
      "field_label": "Is Ready For Routing",
      "type": "boolean"
    },
    "IsTransfer": {
      "field_label": "Is Transfer",
      "type": "boolean"
    },
    "LastDeclinedAgentSession": {
      "field_label": "Last Declined Agent Session",
      "type": "string",
      "length": "200"
    },
    "LastModifiedById": {
      "field_label": "Last Modified By ID",
      "type": "reference",
      "length": "18"
    },
    "LastModifiedDate": {
      "field_label": "Last Modified Date",
      "type": "datetime"
    },
    "Name": {
      "field_label": "Name",
      "type": "string",
      "length": "255"
    },
    "OwnerId": {
      "field_label": "Owner ID",
      "type": "reference",
      "length": "18"
    },
    "PausedCapacityPercentage": {
      "field_label": "Percentage of Capacity for Paused Work Items",
      "type": "percent",
      "precision": "5",
      "scale": "2"
    },
    "PausedCapacityWeight": {
      "field_label": "Units of Capacity for Paused Work Items",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "PreferredUserId": {
      "field_label": "User ID",
      "type": "reference",
      "length": "18"
    },
    "PushTimeout": {
      "field_label": "Push Time-Out",
      "type": "int",
      "digits": "9"
    },
    "QueueId": {
      "field_label": "Queue ID",
      "type": "reference",
      "length": "18"
    },
    "RoutingModel": {
      "field_label": "Queue's Routing Model",
      "type": "picklist",
      "length": "255"
    },
    "RoutingPriority": {
      "field_label": "Routing Priority",
      "type": "int",
      "digits": "9"
    },
    "RoutingType": {
      "field_label": "Routing Type",
      "type": "picklist",
      "length": "255"
    },
    "ScheduledRoutingDateTime": {
      "field_label": "Scheduled Routing Date Time",
      "type": "datetime"
    },
    "Serial": {
      "field_label": "Serial",
      "type": "int",
      "digits": "9"
    },
    "ServiceChannelId": {
      "field_label": "Service Channel ID",
      "type": "reference",
      "length": "18"
    },
    "SystemModstamp": {
      "field_label": "System Modstamp",
      "type": "datetime"
    },
    "TargetAcceptDateTime": {
      "field_label": "Target Accept Date Time",
      "type": "datetime"
    },
    "TransferRequesterId": {
      "field_label": "User ID",
      "type": "reference",
      "length": "18"
    },
    "WorkItemId": {
      "field_label": "WorkItem ID",
      "type": "reference",
      "length": "18"
    }
  },
  "field_reference_columns": [
    "field_label",
    "type",
    "length",
    "precision",
    "scale",
    "digits"
  ]
}