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AgentWorkConversationalData

Stores conversation data for agent work sessions, such as agent interactions, transfer information, and operational metrics. This object is available in API version 66.0 and later.

Supported Calls

describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve()

Special Access Rules

You must have the Agentforce Contact Center Admin (Salesforce Voice) permission set enabled in your org.

Fields

Field	Details
AgentChannelRecordingId	Type reference Properties Filter, Group, Nillable, Sort Description Identifier for the recording associated with the agent channel conversation. This field is a relationship field. Relationship Name AgentChannelRecording Refers To VoiceCallRecording
AgentConnectDateTime	Type dateTime Properties Filter, Nillable, Sort Description Timestamp for when the agent connected to the conversation.
AgentCustomerMergeTime	Type dateTime Properties Filter, Nillable, Sort Description Timestamp when the service rep and customer conversations are merged after consultation.
AgentDisconnectDateTime	Type dateTime Properties Filter, Nillable, Sort Description Timestamp for when the agent disconnected from the conversation.
AgentId	Type reference Properties Filter, Group, Nillable, Sort Description ID of an agent or a rep involved in the conversation. This field is a polymorphic relationship field. Relationship Name Agent Refers To BotDefinition, ExternalConversationBotDef, User
AgentType	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description Type of agent handling the conversation. Possible values are: `ExternalBot` `Human` `InternalBot`
AgentWorkId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the `AgentWork` record associated with the conversational data. This field is a relationship field. Relationship Name AgentWork Refers To AgentWork
AverageJitter	Type int Properties Filter, Group, Nillable, Sort Description Average inter-arrival jitter of RTP packets on the agent leg over the entire call duration, measured in milliseconds. Higher values indicate inconsistent packet timing, which can cause audio choppiness. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
AveragePacketLoss	Type percent Properties Filter, Nillable, Sort Description Average percentage of RTP packets lost on the agent leg over the entire call duration. Higher values indicate sustained network degradation, which can cause audio gaps. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
ChannelSessionRecordId	Type reference Properties Filter, Group, Nillable, Sort Description Identifier of the channel session for the conversation. This field is a relationship field. Relationship Name ChannelSessionRecord Refers To VoiceCall
LongestPauseDuration	Type int Properties Filter, Group, Nillable, Sort Description Duration of the longest pause during the conversation, measured in seconds.
MaximumJitter	Type int Properties Filter, Group, Nillable, Sort Description Maximum inter-arrival jitter of RTP packets on the agent leg, measured in milliseconds over rolling 5-second windows. Captures sudden, temporary timing spikes that cause brief audio choppiness, even if the overall call average appears stable. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
MaximumPacketLoss	Type percent Properties Filter, Nillable, Sort Description Maximum percentage of RTP packets lost on the agent leg, measured over rolling 5-second windows. Captures sharp bursts of packet loss that call-wide averages can mask. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description Name of the agent work conversational data record.
NextAgentWorkConvId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the next record in a sequence of conversations. This field is a relationship field. Relationship Name NextAgentWorkConv Refers To AgentWorkConversationalData
OwnerId	Type reference Properties Filter, Group, Sort Description ID of the owner of the conversational data record. This field is a polymorphic relationship field. Relationship Name Owner Refers To Group, User
OwnershipEndDateTime	Type dateTime Properties Filter, Nillable, Sort Description Timestamp for when ownership of the conversation ended.
OwnershipStartDateTime	Type dateTime Properties Filter, Nillable, Sort Description Timestamp for when ownership of this conversation started.
PauseCount	Type int Properties Filter, Group, Nillable, Sort Description Total number of times the conversation was paused.
PrevAgentWorkConvId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the previous record in a sequence of conversations. This field is a relationship field. Relationship Name PrevAgentWorkConv Refers To AgentWorkConversationalData
QualityScore	Type double Properties Filter, Nillable, Sort Description Value of the Mean Opinion Score (MOS) that measures voice call quality.
TotalPauseDuration	Type int Properties Filter, Group, Nillable, Sort Description Total duration of all pauses during the conversation, measured in seconds.
TransferType	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description Type of transfer for the conversation. Possible values are: `Cold` `Warm`

Object Reference for the Salesforce Platform

AgentWorkConversationalData

Supported Calls

Special Access Rules

Fields