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Issue with Conversation.TotalAcdTime not populating via CX Cloud Salesforce Field Mapping

  • 1.  Issue with Conversation.TotalAcdTime not populating via CX Cloud Salesforce Field Mapping

    Posted 5 days ago

    Hi everyone,

    I'm currently working with the CX Cloud from Genesys and Salesforce integration and trying to sync call attributes to the Salesforce VoiceCall object.

    I followed the documentation here: Synchronize call attributes with Salesforce VoiceCall records

    The Setup:

    • I created a custom field on the Salesforce VoiceCall object: ACD_Time_Seconds__c (Number, 8, 0).

    • In Genesys Cloud Conversation Field Mapping, I have mapped:

      • Conversation.CalledNumber ➔ Called Number (Salesforce)

      • Conversation.TotalAcdTime ➔ ACD Time (s) (Salesforce)

    The Issue: While Conversation.CalledNumber is populating correctly on the VoiceCall record, the ACD Time remains blank/null, even for interactions that clearly spent time in a queue. Our agents would like to see that value on an incoming call to react to the caller better ....


    Any help is appreciated. 


    #Integrations

    ------------------------------
    Mario Zoske
    n/a
    ------------------------------


  • 2.  RE: Issue with Conversation.TotalAcdTime not populating via CX Cloud Salesforce Field Mapping

    Posted 5 days ago
    Edited by Mario Zoske 5 days ago

    I upgraded from the package version 2.24 to 2.26. Then it was working once (for the first incoming call). Now, again, not working.



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