PureCloud

Discussion Thread View

Task call duration in Salesforce with multiple interactions

  • 1.  Task call duration in Salesforce with multiple interactions

    Posted 11 days ago
    Hi there,

    We are working with the Salesforce integration. We are running into issues if we receive additional texts after an initial interaction is cleared. Here's an example:

    1. Customer sends an SMS message.  The conversation is picked up by an agent using PureCloud for Salesforce.
    2. A Task is created in Salesforce by PureCloud for Salesforce.  (Task #1)
    3. The SMS conversation ends after 5 minutes and the agent enters a wrap-up code.
    4. Task #1 is updated with a call duration 300.
    5. 2 hours later, the same customer sends another SMS message.  The conversation is picked up by the same agent.
    6. A 2nd Task is created in Salesforce. (Task #2)  It references the same PureCloud interaction as Task #1.
    7. The conversation ends after 5 minutes and the agent enters a wrap-up code.
    8. Task #2 is updated with a call duration of 7800 (2 hours 10 minutes) even though the conversation only lasted 5 minutes in Salesforce.

     We would like the Call Duration on the Task to only represent of the duration of the conversation within Salesforce.


    What are our options?

    We are aware that "PureCloud treats multiple messages as part of the same conversation as long as the break between messages is less than 72 hours. If there is a break longer than 72 hours after the last message, then PureCloud starts a new conversation"

    Could we reduce the 72 hour value?

    #Implementation

    ------------------------------
    Paul Dittrich
    Aria Solutions
    ------------------------------