When you enable Workforce Engagement, you gain access to a suite of standard Salesforce objects.
note: Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
The following tables link to reference information for standard objects in Workforce Engagement. Some objects are specific to Workforce Engagement, while others are used in a variety of Salesforce features, such as Field Service and Omni-Channel. These tables don’t include sharing, feed, or history objects.
Workload Histories and Intelligent Forecasts
If you're using an Omni-Channel queue-based workflow, here's the objects that Workforce Engagement uses in workload histories and forecasts.
| Object Name | Definition | Tab in Salesforce? |
|---|---|---|
| AgentWork | A work assignment that’s been routed to an agent who's a queue member. | |
| Group | A set of user records. |  |
| QueueSobject | A mapping between a queue Group and the sObject types associated with the queue, including custom objects. | |
| ServiceChannel | A channel used to route work items to agents associated with the queue. | |
| ServiceResource | An agent user who's added to the queue as a queue member. | |
| Workload | A time series of work volumes and average handle times. A Workload record contains the results of workload history aggregation or forecasting. | |
| WorkloadUnit | A number of work items and average handle times within a time interval. |
If you're not using an Omni-Channel queue-based workflow, you specify one or more of the standard channel objects or a custom object that has your channel data.
| Object Name | Definition | Tab in Salesforce? |
|---|---|---|
| Case | A customer issue or problem. | |
| ConversationEntry | A message or an event in a chat history. | |
| LiveChatTranscript | An interaction in a chat channel. | (Chat Transcripts) |
| MessagingSession | A session in a messaging channel. | |
| ServiceResource | An agent user who can be assigned to shifts. | |
| VoiceCall | A call in the voice channel, either for Service Cloud Voice or Sales Dialer. | |
| Workload | A time series of work volumes and average handle times. A Workload record contains the results of workload history aggregation or forecasting. | |
| WorkloadUnit | A number of work items and average handle times within a time interval. |
Capacity Plans
| Object Name | Definition | Tab in Salesforce? |
|---|---|---|
| JobProfile | A category that describes the expertise that’s needed for the work. | |
| JobProfileQueueGroup | A queue and job profile mapping that includes characteristics about the work to be done. This object is used only in a queue-based workflow. | |
| OperatingHours | Hours that you can define for your business and your workers. | |
| ServiceChannel | The channel used to route work items to agents. | |
| ServiceResource | An agent user and queue member who can receive work assignments. | |
| ServiceTerritory | A location in which work is performed. | |
| Shift | A record used to schedule service resources. | |
| ShiftSegment | A scheduled activity within a shift. | |
| ShiftSegmentType | A type of scheduled activity within a shift. | |
| ShiftTemplate | A template used to define commonly used shifts. | |
| TimeSlot | A period of time on a specified day of the week when work can be performed. | |
| WorkDemographic | Descriptions of channel-region-skill-custom slices in a forecast or capacity plan. | |
| WorkforceCapacity | A time series for actual or forecasted workforce capacity. | |
| WorkforceCapacityUnit | The number of resources allocated or predicted for work items within a time interval. |
Shift Creation and Scheduling
| Object Name | Definition | Tab in Salesforce? |
|---|---|---|
| JobProfile | A category that describes the expertise that’s needed for the work. | |
| OperatingHours | Hours that you can define for your business and your workers. | |
| ServiceResource | An agent user who can be assigned to shifts. | |
| ServiceResourcePreference | An agent's scheduling preference that can be considered by the scheduling logic. | |
| ServiceTerritory | A location in which work is performed. | |
| ServiceTerritoryMember | An agent who works in the associated territory. | |
| SchedulingAdherenceDetail | A breakdown of shift adherence data by agent status. | |
| SchedulingAdherenceSummary | Shift adherence data for a service resource in a service territory and job profile on a specific date. | (Historical Adherence) |
| SchedulingConstraint | A limit on when or how work is performed. | |
| SchedulingObjective | A business goal that acts as a guideline for scheduling. | |
| SchedulingRule | A hard limit that restricts which agents are candidates for shifts. | |
| ServicePresenceStatus | A presence status that can be assigned to a service channel in Omni-Channel. | |
| Shift | A record used to schedule service resources. | |
| ShiftSegment | An activity that's scheduled during a shift. | |
| ShiftSegment Type | A type of activity that's scheduled during a shift. | |
| ShiftTemplate | A template used to define commonly used shifts. | |
| Skill | A certification or area of expertise. | |
| SkillRequirement | A skill that is required to complete a particular task. | |
| TimeSlot | A period of time on a specified day of the week when work can be performed. | |
| UserServicePresence | A user’s real-time presence status in Omni-Channel. |
Agent Empowerment and Engagement
| Object Name | Definition | Tab in Salesforce? |
|---|---|---|
| SkillLevelDefinition | A skill that can be acquired by taking a learning module. | |
| SkillLevelProgress | Training progress for a given user. | |
| PersonTraining | A learning module assignment. | |
| ResourceAbsence | A time period in which a service resource is unavailable to work. | |
| TimeSheet | A schedule of a service resource’s time. | |
See Also