---
schema_version: "1"
id: 2a41a7561d53aa34230922221479240c11e5572215037c18210ca8c1b5ea523a
title: Agent Work DMO
collection: developer
version: current
locale: en-us
portal_url: https://docs.salesforce.com/developer/current/en-us/data-cloud/data-cloud-dmo-mapping/guides/dmos/c360dm-agent-work-dmo.md
canonical_url: https://developer.salesforce.com/docs/data/data-cloud-dmo-mapping/guide/c360dm-agent-work-dmo.html
source_site: developer.salesforce.com
content_type: documentation
content_hash: c9d8f70dd451b7b5f80ad751c0296f750cc09c0d8455119d8b4bdec459ca6cc3
products:
  - Data 360 DMO and Mapping Guide
  - Data 360 Developer Documentation
---
# Agent Work DMO

The Agent Work DMO represents a work assignment that's been routed to an agent.

## Object API Name

`ssot__AgentWork__dlm`

## Category

Engagement

## Primary Subject Area

Agent Work

## Primary Key

Agent Work ID (`ssot__Id__c`)

## Relationships

| Object           | Field      | Cardinality      | Related Object | Related Field |
| ---------------- | ---------- | ---------------- | -------------- | ------------- |
| Agent Work       | Related To | Many To One: N:1 | Case           | Case ID       |
| Agent Work       | User Group | Many To One: N:1 | User Group     | User Group ID |
| Agent Work       | User       | Many To One: N:1 | User           | User ID       |
| Agent Work Skill | Agent Work | Many To One: N:1 | Agent Work     | Agent Work ID |

## All Fields

| Field Name                              | Field API Name                       | Description                                                                                                                                                           | Data Type |
| --------------------------------------- | ------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------- |
| Accept Date                             | `ssot__AcceptDate__c`                | The date the agent work was accepted.                                                                                                                                 | dateTime  |
| Active Time                             | `ssot__ActiveTimeSeconds__c`         | The time an agent is active on work in seconds.                                                                                                                       | number    |
| After Conversation Work Actual Time     | `ssot__AftConvWorkTimeActual__c`     | The actual time an agent works after a conversation.                                                                                                                  | number    |
| After Conversation Work Extension Count | `ssot__AftConvWorkExtensionCount__c` | The count an agent works extended time.                                                                                                                               | number    |
| Agent Work Id                           | `ssot__Id__c`                        | A unique ID used as the primary key for the agent work DMO.                                                                                                           | text      |
| Agent Work Routing Type                 | `ssot__AgentWorkRoutingType__c`      | The routing type for agent work.                                                                                                                                      | text      |
| Agent Work Routing Type                 | `ssot__AgentWorkStatus__c`           | The status of the agent work.                                                                                                                                         | text      |
| Bot                                     | `ssot__BotId___c`                    | A reference ID to the agent work bot.                                                                                                                                 | text      |
| Close Date                              | `ssot__CloseDateTime__c`             | The date the agent work was closed.                                                                                                                                   | dateTime  |
| Data Source                             | `ssot__DateSourceId__c`              | A reference ID for the logical name for a system that is the source of records identified by external record ID.                                                      | text      |
| Data Source Object                      | `ssot__DateSourceObjectId__c`        | A reference ID for the logical name of the object where this record came from, whether that is a name of a cloud storage file or another connector’s external object. | text      |
| Description                             | `ssot__Description__c`               | The description of the agent work.                                                                                                                                    | text      |
| Handle Time                             | `ssot__HandleTimeSeconds__c`         | The time to handle agent work in seconds.                                                                                                                             | number    |
| Internal Organization                   | `ssot__InternalOrganizationId__c`    | A reference ID to the business unit or other internal organization that owns the agent service presence.                                                              | text      |
| Name                                    | `ssot__Name__c`                      | The name of the agent work.                                                                                                                                           | text      |
| Preferred User                          | `ssot__PreferredUserId__c`           | A reference ID to the preferred user for the agent work.                                                                                                              | text      |
| Related To                              | `ssot__RelatedToId__c`               | A reference ID to the related item for the agent work.                                                                                                                | text      |
| Request DateTime                        | `ssot__RequestDateTime__c`           | The date the agent work was requested.                                                                                                                                | dateTime  |
| Speed To Answer                         | `ssot__SpeedToAnswerSeconds__c`      | The time to answer the agent work in seconds.                                                                                                                         | number    |
| User                                    | `ssot__UserId__c`                    | A reference Id to the agent work user.                                                                                                                                | text      |
| User Group                              | `ssot__UserGroupId__c`               | A reference Id to the agent work user group.                                                                                                                          | text      |