How to find whether the Voice Call was routed to a different user before the current User in Salesforce Service Cloud Voice?

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How to find whether the Voice Call was routed to a different user before the current User in Salesforce Service Cloud Voice?

InfallibleTechie Admin

When the Voice Call is routed from one agent to another agent in Salesforce, there will be an entry in AgentWork entity. Check the following example. The Voice call was routed to an agent. Since the agent didn’t pick, Status of the Agent Work is set to Unavailable and then it got routed to another agent. So, there are two entries in the Agent Work entity for one Voice Call record.

Report

Sample SOQL

SELECT Id, RequestDateTime, AcceptDateTime, 
AssignedDateTime, CloseDateTime, 
DeclineDateTime, OriginalGroupId, 
PendingServiceRoutingId, UserId, 
User.Name, WorkItemId, 
AgentCapacityWhenDeclined, 
CapacityPercentage, CapacityWeight, Status
FROM AgentWork
WHERE WorkItemId = '0LQ4W000000TQumWAG'

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