--- schema_version: "1" id: 0fd0eb943c0186266248f670d71fbd0a74b41e1a7d18a03d77c17396fbf507d0 title: Workforce Engagement Object Reference collection: developer version: current locale: en-us portal_url: https://docs.salesforce.com/developer/current/en-us/service-cloud/wem_cookbook_dev_guide/guides/workforce-engagement-objects.md canonical_url: https://developer.salesforce.com/docs/service/wem-cookbook-dev-guide/guide/workforce-engagement-objects.html source_site: developer.salesforce.com content_type: documentation content_hash: dfb6b0ff5e84e8f1bca1d7a49dc804c54d465dc045ea318df8ee0b3be02c2cd6 products: - Workforce Engagement Developer Guide - Service Cloud Developer Content --- # Workforce Engagement Object Reference 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](https://help.salesforce.com/s/articleView?id=000395130&type=1). 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](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm) | A work assignment that’s been routed to an agent who's a queue member. |   | | [Group](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_group.htm) | A set of user records. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [QueueSobject](https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/sforce_api_objects_queuesobject.htm) | A mapping between a queue Group and the sObject types associated with the queue, including custom objects. |   | | [ServiceChannel](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_servicechannel.htm) | A channel used to route work items to agents associated with the queue. |   | | [ServiceResource](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceresource.htm) | An agent user who's added to the queue as a queue member. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [Workload](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workload.htm) | A time series of work volumes and average handle times. A Workload record contains the results of workload history aggregation or forecasting. |   | | [WorkloadUnit](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_workloadunit.htm) | 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](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_case.htm) | A customer issue or problem. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ConversationEntry](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_conversationentry.htm) | A message or an event in a chat history. |   | | [LiveChatTranscript](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_livechattranscript.htm) | An interaction in a chat channel. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) (Chat Transcripts) | | [MessagingSession](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_messagingsession.htm) | A session in a messaging channel. |   | | [ServiceResource](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceresource.htm) | An agent user who can be assigned to shifts. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_voicecall.htm) | A call in the voice channel, either for Service Cloud Voice or Sales Dialer. |   | | [Workload](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workload.htm) | A time series of work volumes and average handle times. A Workload record contains the results of workload history aggregation or forecasting. |   | | [WorkloadUnit](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_workloadunit.htm) | A number of work items and average handle times within a time interval. |   | ## Capacity Plans | Object Name | Definition | Tab in Salesforce? | | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------ | | [JobProfile](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_jobprofile.htm) | A category that describes the expertise that’s needed for the work. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [JobProfileQueueGroup](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_jobprofilequeuegroup.htm) | 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](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_operatinghours.htm) | Hours that you can define for your business and your workers. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ServiceChannel](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_servicechannel.htm) | The channel used to route work items to agents. |   | | [ServiceResource](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceresource.htm) | An agent user and queue member who can receive work assignments. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ServiceTerritory](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceterritory.htm) | A location in which work is performed. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [Shift](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shift.htm) | A record used to schedule service resources. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ShiftSegment](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shiftsegment.htm) | A scheduled activity within a shift. |   | | [ShiftSegmentType](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shiftsegmenttype.htm) | A type of scheduled activity within a shift. |   | | [ShiftTemplate](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shifttemplate.htm) | A template used to define commonly used shifts. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [TimeSlot](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_timeslot.htm) | A period of time on a specified day of the week when work can be performed. |   | | [WorkDemographic](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workdemographic.htm) | Descriptions of channel-region-skill-custom slices in a forecast or capacity plan. |   | | [WorkforceCapacity](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workforcecapacity.htm) | A time series for actual or forecasted workforce capacity. |   | | [WorkforceCapacityUnit](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workforcecapacityunit.htm) | 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](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_jobprofile.htm) | A category that describes the expertise that’s needed for the work. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [OperatingHours](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_operatinghours.htm) | Hours that you can define for your business and your workers. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ServiceResource](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceresource.htm) | An agent user who can be assigned to shifts. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ServiceResourcePreference](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceresourcepreference.htm) | An agent's scheduling preference that can be considered by the scheduling logic. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ServiceTerritory](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceterritory.htm) | A location in which work is performed. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ServiceTerritoryMember](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceterritorymember.htm) | An agent who works in the associated territory. |   | | [SchedulingAdherenceDetail](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingadherencedetail.htm) | A breakdown of shift adherence data by agent status. |   | | [SchedulingAdherenceSummary](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingadherencesummary.htm) | Shift adherence data for a service resource in a service territory and job profile on a specific date. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) (Historical Adherence) | | [SchedulingConstraint](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingconstraint.htm) | A limit on when or how work is performed. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [SchedulingObjective](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingobjective.htm) | A business goal that acts as a guideline for scheduling. |   | | [SchedulingRule](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingrule.htm) | A hard limit that restricts which agents are candidates for shifts. |   | | [ServicePresenceStatus](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_servicepresencestatus.htm) | A presence status that can be assigned to a service channel in Omni-Channel. |   | | [Shift](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shift.htm) | A record used to schedule service resources. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [ShiftSegment](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shiftsegment.htm) | An activity that's scheduled during a shift. |   | | [ShiftSegment Type](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shiftsegmenttype.htm) | A type of activity that's scheduled during a shift. |   | | [ShiftTemplate](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_shifttemplate.htm) | A template used to define commonly used shifts. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [Skill](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_skill.htm) | A certification or area of expertise. |   | | [SkillRequirement](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_skillrequirement.htm) | A skill that is required to complete a particular task. |   | | [TimeSlot](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_timeslot.htm) | A period of time on a specified day of the week when work can be performed. |   | | [UserServicePresence](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_userservicepresence.htm) | A user’s real-time presence status in Omni-Channel. |   | ## Agent Empowerment and Engagement | Object Name | Definition | Tab in Salesforce? | | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------- | ------------------------------------------------ | | [SkillLevelDefinition](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_skillleveldefinition.htm) | A skill that can be acquired by taking a learning module. |   | | [SkillLevelProgress](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_skilllevelprogress.htm) | Training progress for a given user. |   | | [PersonTraining](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_persontraining.htm) | A learning module assignment. |   | | [ResourceAbsence](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_resourceabsence.htm) | A time period in which a service resource is unavailable to work. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | | [TimeSheet](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_timesheet.htm) | A schedule of a service resource’s time. | ![Checkmark](https://developer.salesforce.com/docs/media/checkmark_16x16.png) | **See Also** - [_Developer Guide:_ Introducing SOAP API](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_quickstart_intro.htm) - [_Salesforce Help:_ Plan Data in an Omni-Channel Queue-Based Workflow](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_plan_data_nonqueues.htm&type=5) - [_Salesforce Help:_ Plan Data in a Non-Omni Workflow](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_plan_data_queues.htm&type=5)