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Create a Report on Agent Work Activity for Service

Data pubblicazione: Oct 2, 2025
Descrizione

You can track your agents’ activity in Omni-Channel—for example, when work items were accepted, declined, or canceled—by reporting on the Agent Work object. However, the Service (formerly Service Cloud) Agent Work object isn’t available in standard report types by default. To create reports on this data, first create a custom report type. 

 

The Agent Work object includes fields such as:

  • AcceptDateTime: The date and time when the work item was accepted.
  • CancelDateTime: The date and time when the work item was canceled.
  • CapacityModel: The capacity model used to determine agent capacity.
  • DeclineReason: The reason provided by the agent when declining the work item.
  • RoutingType: The type of Omni-Channel routing used. 
Risoluzione

Step 1: Create a Custom Report Type for Agent Work

  1. From Setup, in the Quick Find box, enter Report Types, and then select Report Types.

  2. Click New Custom Report Type.

  3. Define the custom report type with the following settings:
    a. Primary Object: Agent Work
    b. Report Type Label: AgentWork  (or a name of your choice)
    c. Report Type Name: AgentWork 
    d. Description: Reports on Agent Work activity in Omni-Channel.
    e. Store in Category: Customer Support Reports (or a category of your choice)
    f. Deployment Status: Deployed

  4. Click Next.

  5. Optional: Define object relationships as needed. For this report, keep the default relationship settings (A only).

  6. Click Save.

 

Step 2: Create the Report

  1. Navigate to the Reports tab.

  2. Click New Report.

  3. Search for and select the Agent Work report type you created in Step 1.

  4. Click Start Report.

  5. In the report builder, add the columns (fields) you want and set filters.

  6. Click Save & Run.

Numero articolo Knowledge

005224781

 
Caricamento
Salesforce Help | Article