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

{
  "sections": [
    "title",
    "description",
    "fields",
    "special_access_rules"
  ],
  "title": "AgentWorkConversationalData - Data API",
  "description": "Stores conversation data for agent work sessions, such as agent interactions, transfer information, and operational metrics. This object is available in API version 66.0 and later.",
  "fields_columns": [
    "type",
    "properties",
    "description",
    "relationship_name",
    "refers_to"
  ],
  "fields": {
    "AgentChannelRecordingId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "Identifier for the recording associated with the agent channel conversation. This field is a relationship field.",
      "relationship_name": "AgentChannelRecording",
      "refers_to": "VoiceCallRecording"
    },
    "AgentConnectDateTime": {
      "type": "dateTime",
      "properties": "Filter, Nillable, Sort",
      "description": "Timestamp for when the agent connected to the conversation."
    },
    "AgentCustomerMergeTime": {
      "type": "dateTime",
      "properties": "Filter, Nillable, Sort",
      "description": "Timestamp when the service rep and customer conversations are merged after consultation."
    },
    "AgentDisconnectDateTime": {
      "type": "dateTime",
      "properties": "Filter, Nillable, Sort",
      "description": "Timestamp for when the agent disconnected from the conversation."
    },
    "AgentId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "ID of an agent or a rep involved in the conversation. This field is a polymorphic relationship field.",
      "relationship_name": "Agent",
      "refers_to": "BotDefinition, ExternalConversationBotDef, User"
    },
    "AgentType": {
      "type": "picklist",
      "properties": "Filter, Group, Nillable, Restricted picklist, Sort",
      "description": "Type of agent handling the conversation. Possible values are: ExternalBot Human InternalBot"
    },
    "AgentWorkId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "ID of the AgentWork record associated with the conversational data. This field is a relationship field.",
      "relationship_name": "AgentWork",
      "refers_to": "AgentWork"
    },
    "ChannelSessionRecordId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "Identifier of the channel session for the conversation. This field is a relationship field.",
      "relationship_name": "ChannelSessionRecord",
      "refers_to": "VoiceCall"
    },
    "LongestPauseDuration": {
      "type": "int",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "Duration of the longest pause during the conversation, measured in seconds."
    },
    "Name": {
      "type": "string",
      "properties": "Autonumber, Defaulted on create, Filter, idLookup, Sort",
      "description": "Name of the agent work conversational data record."
    },
    "NextAgentWorkConvId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "ID of the next record in a sequence of conversations. This field is a relationship field.",
      "relationship_name": "NextAgentWorkConv",
      "refers_to": "AgentWorkConversationalData"
    },
    "OwnerId": {
      "type": "reference",
      "properties": "Filter, Group, Sort",
      "description": "ID of the owner of the conversational data record. This field is a polymorphic relationship field.",
      "relationship_name": "Owner",
      "refers_to": "Group, User"
    },
    "OwnershipEndDateTime": {
      "type": "dateTime",
      "properties": "Filter, Nillable, Sort",
      "description": "Timestamp for when ownership of the conversation ended."
    },
    "OwnershipStartDateTime": {
      "type": "dateTime",
      "properties": "Filter, Nillable, Sort",
      "description": "Timestamp for when ownership of this conversation started."
    },
    "PauseCount": {
      "type": "int",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "Total number of times the conversation was paused."
    },
    "PrevAgentWorkConvId": {
      "type": "reference",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "ID of the previous record in a sequence of conversations. This field is a relationship field.",
      "relationship_name": "PrevAgentWorkConv",
      "refers_to": "AgentWorkConversationalData"
    },
    "QualityScore": {
      "type": "double",
      "properties": "Filter, Nillable, Sort",
      "description": "Value of the Mean Opinion Score (MOS) that measures voice call quality."
    },
    "TotalPauseDuration": {
      "type": "int",
      "properties": "Filter, Group, Nillable, Sort",
      "description": "Total duration of all pauses during the conversation, measured in seconds."
    },
    "TransferType": {
      "type": "picklist",
      "properties": "Filter, Group, Nillable, Restricted picklist, Sort",
      "description": "Type of transfer for the conversation. Possible values are: Cold Warm"
    }
  },
  "special_access_rules": "You must have the Agentforce Contact Center Admin (Salesforce Voice) permission set enabled in your org."
}