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Work item attributes
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Work items are objects that are routed in the routing system. They have a weight and priority, and they belong to a queue. Work-items hold a relationship to the Conversation object; they track the state of work for a conversation. It includes the current status and assignment of a conversation and is used by the router to feed work to a user. A work item is created for every open conversation and represent the cycle from creation to a completed state. A single conversation can have multiple work items.
This article lists the available attributes for work items.
Attribute | Type | Description |
channel | String | Denormed channel from the conversation |
completedAt | Date | Date the item got to a completed status. An item is completed once the conversation is marked done. |
createdAt | Date | Timestamp of when this work item was created Used in metric: Current Conversation Statuses, Total Conversations (Queue) |
firstEnterQueueAt | Date | Time of first queued state Used in metric: Total Conversations (Queue) |
handle | Object | Time from when the conversation is assigned to an agent to when it enters wrap-up or is completed (whichever comes first) |
handle.businessTime | Number | Time within business hours handled (time from assignment until completed or wrap-up) Used in metric: Average Handle Time (Queue) |
handle.time | Number | Time handled (time from assignment until completed or wrap-up) |
itemSize | Number | Item weight denormed from the queue |
ivr | Object | Time between conversation create or re-open to the time the item gets queued |
ivr.businessTime | Number | Time within business hours spent in ivr state |
ivr.enteredAt | Date | Entered the ivr state |
ivr.time | Number | Time spent in ivr state |
lastRevision | Object | |
lastRevision.acceptedAt | Date | Date the item was accepted (routed to a user and accepted by the user) Used in metric: Longest Wait, Latest Wait, Average Wait, Average Handle Time, Max Weight Time, Average Queue Time (Queue) |
lastRevision.enteredQueueAt | Date | Time the item entered a queue |
lastRevision.externalQueue | String | External queue assigned to this item. This is only relevant for customers using the Amazon-connect voice integration. |
lastRevision.lastRejectedAt | Date | Date of the last rejection (routed to a user and declined by the user) |
lastRevision.lastTimedoutAt | Date | Date of the last timeout (routed to a user and the user didn't accept it in time and it timed out) |
lastRevision.queueBusinessTime | Number | Time within business hours spent in queued state Used in metric: Max Wait Time, Average Queue Time (Queue) |
lastRevision.queueTime | Number | Time spent in queued state Used in metric: Longest Wait, Average Wait (Queue) |
lastRevision.routedAt | Date | Date the item was routed to a user |
lastRevision.timedout | Boolean | Routed to a user and the user didn't accept it in time and it timed out |
modifiedAt | Date | Timestamp of when this work item was last modified |
paused | Boolean | Whether or not this conversation is paused. Currently maps to snoozed state in conversation. |
priority | Number | Priority of the item denormed from the queue |
queuedCount | Number | Number of times it has entered a queued state |
relationships.acceptedBy | String | ID of the user that the work item was accepted by |
relationships.assignedBy | String | ID of the user that the work item was assigned by |
relationships.assignedTo | String | ID of the user that the work item was assigned to |
relationships.lastRejectedBy | String | ID of the user that the work item was rejected by |
relationships.lastTimedoutBy | String | ID of the user that the work item was timed out by |
relationships.modifiedBy | String | ID of the user that the work item was modified by |
relationships.queue | String | ID of the queue that was used on the last revision |
relationships.resource.data.id | String | Resource ID (conversation ID) that the work item relates to |
relationships.resource.data.type | String | Resource type that the work item relates to. Currently this is always conversation. |
relationships.team | String | ID of the team the user assigned to the work item belongs to |
resourceType | String | Resource being worked on. Currently this is always conversation. Used in metric: Total Conversations (Queue) |
rev | Number | Revision number of this work item (counts up in order) |
status | String enum | Current status that this work session is in. Will be one of ivr, queued, routed, assigned, wrap-up, completed Used in metric: Current Conversation Statuses, Total Conversations, Conversations per Available Agent (Queue) |
updatedAt | Date | Timestamp of when this work item was last updated |
wrapUp | Object | A work item goes into wrap-up when it is ended by the customer or agent but the required fields have not been completed yet. |
wrapUp.businessTime | Number | Time within business hours spent in wrap-up state Used in metric: Wrap-Up Time Total, Wrap-Up Time Average (Queue) |
wrapUp.enteredAt | Date | Time the item entered the wrap-up state Used in metric: Wrap-Up Time Total, Wrap-Up Time Average (Queue) |
wrapUp.time | Number | Time the item spent in wrap-up state |