Work Item
In Salesforce Omni-Channel, a record (case, lead, chat, or custom object) that has been queued for routing to an agent, representing a unit of work that Omni-Channel distributes based on routing configuration and agent capacity.
Definition
In Salesforce Omni-Channel, a record (case, lead, chat, or custom object) that has been queued for routing to an agent, representing a unit of work that Omni-Channel distributes based on routing configuration and agent capacity.
In plain English
“A Work Item in Salesforce Omni-Channel is a record (case, lead, chat, or custom object) that's been queued for routing to an agent. It represents a unit of work that Omni-Channel can assign to an available agent based on routing configuration.”
Worked example
When a Case at Hawkmoor Software is created and routed to Omni-Channel, it becomes a Work Item - a record queued for routing to an agent. The Work Item carries metadata used by routing: priority, estimated capacity weight, required skills. Omni-Channel's routing engine evaluates each Work Item against agent availability, capacity, and skills, then assigns the Work Item to the best-matched agent. Other types of Work Items: Live Chat sessions, Voice Calls, custom-object records configured for routing. Work Item is the unifying abstraction Omni-Channel uses across channels.
Why Work Item matters
In Salesforce Omni-Channel, a Work Item is a record (case, lead, chat, or custom object) that has been queued for routing to an agent, representing a unit of work that Omni-Channel can assign based on capacity, skills, and routing rules. Work items are the routable units in the Omni-Channel system.
Work items are defined by service channels, which specify which object types can be routed and how much capacity each consumes. When a record enters a routing queue, it becomes a work item that the Omni-Channel routing engine can assign to an available, qualified agent.
How organizations use Work Item
Routes work items across cases, chats, and messaging through unified Omni-Channel.
Configures work item capacity weights per service channel.
Treats all routable records as work items in their Omni-Channel setup.
Trust & references
Straight from the source - Salesforce's reference material on Work Item.
- Route Work Items to QueuesSalesforce Help
- Route Work Items Directly to a Specific Support RepSalesforce Help
Test your knowledge
Q1. What is a Work Item?
Q2. What can be a work item?
Q3. What determines routing?
Discussion
Loading discussion…