One Omni-Channel routing work item: a unit of work pushed to a Resource, polymorphic via workEntityName/workRecordId so any entity - cases, chats, calls, leads - can be routed, not just cases. Carries the queue it came from (queueId), the channel, the capacity it consumes (capacityWeight) and the routing timeline (pushedOn, acceptedOn, closedOn). A resource's live load is computed from the open rows here against the capacity configured on ResourcePresence; the assigned user is reached through the resource's userId.
Fields
| Field | Label | Type | Required | What it does |
|---|
AcceptedOn | Accepted On | DateAndTime | | |
CapacityWeight | Capacity Weight | Number | Yes | How many capacity units this work item consumes against the resource's maxWorkItems (default 1) - heavier work can be modeled by a larger weight rather than a separate cap. |
Channel | Channel | PickList | | The channel the work arrived on: Email, Chat, Voice, SMS, messaging apps or Web. Carried through decline re-routes and transfers. Values: Email, Chat, Voice, SMS, messaging apps, Web. |
ClosedOn | Closed On | DateAndTime | | |
PushedOn | Pushed On | DateAndTime | | When the item was pushed (defaulted on insert). Also the RoundRobin tiebreaker: that model picks the eligible agent with the oldest last-pushed time, so this field drives rotation fairness. |
QueueId | Queue | Lookup → Queue | | The Queue the work was routed through; null when it was assigned directly to a resource. Pending items are counted per queue for the supervisor backlog view. |
ResourceId | Resource | Lookup → Resource | | |
Status | Status | PickList | | Routing lifecycle vocabulary: Pending, Assigned, Accepted, Declined, Closed, Transferred. Open (non-terminal) rows are what count against the resource's capacity. Values: Pending, Assigned, Accepted, Declined, Closed, Transferred. |
WorkEntityName | Work Entity | Text | | The entity name of the routed record (Case, Call, ...) - pairs with workRecordId as a polymorphic reference. Case work gets special treatment on accept: the case's AssignedToId/OwnerId are stamped from the accepting resource's user. |
WorkRecordId | Work Record | Lookup | Yes | The id of the routed record; interpret it against workEntityName. |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
EditInLine | Edit | EditInline | Edit in page. |
