The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a…

To monitor agent productivity trends using Omni-Channel, the AgentWork object is the correct primary object for a new report type. This object is the core of Omni-Channel reporting, as it tracks the entire lifecycle of a work item assigned to an agent. It contains crucial metrics such as assignment time, acceptance time, handle time, and capacity consumption. By using AgentWork as the primary object, a manager can create reports that analyze agent performance, workload, and efficiency, which are direct indicators of productivity.

A. Agent Detail: This is not a standard Salesforce object. Agent information is stored on the User object, but productivity metrics for Omni-Channel are specifically tracked on the AgentWork object.

C. Assigned Work: This is a descriptive term, not the name of a standard, reportable Salesforce object. The correct object that represents work assigned to an agent is AgentWork.

1. Salesforce Help Documentation, "Create Reports on Omni-Channel Work": This document explicitly states, "To get started, create custom report types with the primary object as Agent Work." It further details that this object allows reporting on metrics like Average Speed to Answer and Average Handle Time.

Source: Salesforce Help, Service, Omni-Channel, Report on Omni-Channel, "Create Reports on Omni-Channel Work".

2. Salesforce Object Reference Guide, AgentWork Object: The official developer documentation defines the AgentWork object as representing "an agent’s work item in Omni-Channel." It lists fields such as AcceptTime, CloseTime, and HandleTime, which are fundamental for calculating productivity.

Source: Salesforce Object Reference for Salesforce and Lightning Platform, AgentWork object description.

3. Salesforce Help Documentation, "Omni-Channel Data Model": The data model illustrates that AgentWork is the central junction object that links a User (the agent) to a specific work record (like a Case or Lead). This relationship is essential for creating reports that attribute work and performance metrics to individual agents.

Source: Salesforce Help, Service, Omni-Channel, Set Up Omni-Channel, "Omni-Channel Data Model".