These data mappings are for the AgentWork DLO found in the Services bundle of the Salesforce CRM Connector for Data 360.
Usage and Data Bundle
These mappings are used to power Service Intelligence visualizations of contact center performance metrics.
Bundle:
- Service Cloud
DLO to DMO Mapping
These data mappings relate to the Agent Work object included in the Salesforce CRM connector and how that data connects to DMOs.
| DLO Field | DLO Field API Name | DLO Field Data Type | DMO | DMO Field Name | Additional Details |
|---|---|---|---|---|---|
| Accept Date | AcceptDateTime__c |
dateTime | Agent Work | Accept Date | |
| Active Time | ActiveTime__c |
number | Agent Work | Active Time | |
| After Conversation Work Actual Time | AfterConversationActualTime__c |
number | Agent Work | After Conversation Work Actual Time | |
| After Conversation Work Extension Count | AcwExtensionCount__c |
number | Agent Work | After Conversation Work Extension Count | |
| Agent Work ID | Id__c |
text | Agent Work | Agent Work ID | Primary Key |
| Close Date | CloseDateTime__c |
dateTime | Agent Work | Close Date | |
| Group ID | OriginalGroupId__c |
text | Agent Work | User Group | |
| Handle Time | HandleTime__c |
number | Agent Work | Handle Time | |
| Name | Name__c |
text | Agent Work | Name | |
| Request Date | RequestDateTime__c |
dateTime | Agent Work | Request DateTime | |
| Routing Type | RoutingType__c |
text | Agent Work | Agent Work Routing Type | |
| Speed To Answer | SpeedToAnswer__c |
number | Agent Work | Speed To Answer | |
| Status | Status__c |
text | Agent Work | Agent Work Status | |
| User ID | PreferredUserId__c |
text | Agent Work | Preferred User | |
| User ID | UserId__c |
text | Agent Work | User | |
| WorkItem ID | WorkItemId__c |
text | Agent Work | Related To |