---
schema_version: "1"
id: 2e54f04e8399dce21f5cf931de8eab5256212cc6b395d8c8dd6baff01e14e3cf
title: "Salesforce CRM: Agent Work Mapping"
collection: developer
version: current
locale: en-us
portal_url: https://docs.salesforce.com/developer/current/en-us/data-cloud/data-cloud-dmo-mapping/guides/mappings/c360dm-cloud-agent-work.md
canonical_url: https://developer.salesforce.com/docs/data/data-cloud-dmo-mapping/guide/c360dm-cloud-agent-work.html
source_site: developer.salesforce.com
content_type: documentation
content_hash: 2bfacc0bb08fcee3d7df4ee257f9cd0b2085133ff779e8b6f8bfefa6771c7e74
products:
  - Data 360 DMO and Mapping Guide
  - Data 360 Developer Documentation
---
# Salesforce CRM: Agent Work Mapping

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                              |                    |