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Prioritize Work Items with Custom Request Date
Maintain the original priority of a work item even if it's rerouted or reassigned.
Required Editions
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By manually setting a custom request date and time, you can route work in the desired order based on the original request time, rather than the time it entered its current queue. Use the Requested Date field to define when the work was originally requested.
- This field accepts only variables of the date and time type.
- Use a date in the past for this variable. If the evaluated value is in the future at run time, the system ignores the input and doesn't set the value on the Pending Service Routing (PSR) object.
- This input is available when routing to a Queue, Skills, or an Agent. It isn't available when routing to an Agentforce agent or Einstein Bot.
- If you use additional skills, the timeout countdown begins based on the custom requested time.
Impact on Reporting and AgentWork
Setting a custom request date and time has a direct downstream effect on your Service Cloud analytics.
- AgentWork Object: The value set in the flow is written to the customRequestedDateTime field on the PSR object. This value dictates how the RequestedDateTime field is populated on the AgentWork record when an agent accepts the task.
- Speed to Answer: Because the customRequestedDateTime field is used to calculate the time elapsed before an agent answers, using a custom timestamp impacts your Speed to Answer metrics. This reflection provides a more accurate representation of the customer's actual wait time from their initial point of contact.
- Configure Custom Request Date in Flow Builder
Add the original date a work item was requested using the Request Date option. This maintains the original priority of a work item even if it's rerouted or reassigned.
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