Genesys Cloud - Main

I'm looking for help understanding how the records get "reconciled" at the end of a campaign.  Preferably it would update the "last contacted" and "result" fields in real-time but I understand it does work that way and it will only update 2 hours (can changed from default of 2) AFTER the campaign has ended.   I have tested this several ways and it seems very inconsistent on when these record update.  I've seem them update at times, but only after I have resynced members or reactivated then ended a campaign manually.  Question is, what mechanism triggers Genesys to sync/reconcile these records?  If it's only active dates of campaign, and within 2 hours is supposed to update, it's not working.  I do have a open case with support but so far no help there.

Use case is this-  customer needs to track numbers that hit their do not call list and if they did, they try to get expressed written consent from the lead and add it to an exception list for a campaign to run the next day (or preferably immediately).  If records never update in salesforce with the "results" then they have no way to pull this data.  We know they can always export the CSV from Genesys to get that list of DNC contacts but then it's outside of their Salesforce environment.
#Outbound

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Shawn Gavan
Voice Data Systems LLC
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My understanding and experience is that the campaign end date from Salesforce is the driving factor, and based on API call data Salesforce reaches out to Genesys instead of vice versa at the end. Have you ensured you have the latest version of the managed package for Genesys?

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Brad Murlin
Zillow, Inc.
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Original Message:
Sent: 10-24-2022 16:10
From: Shawn Gavan
Subject: Salesforce outbound campaign not reconciling list members after end of campagin.

I'm looking for help understanding how the records get "reconciled" at the end of a campaign.  Preferably it would update the "last contacted" and "result" fields in real-time but I understand it does work that way and it will only update 2 hours (can changed from default of 2) AFTER the campaign has ended.   I have tested this several ways and it seems very inconsistent on when these record update.  I've seem them update at times, but only after I have resynced members or reactivated then ended a campaign manually.  Question is, what mechanism triggers Genesys to sync/reconcile these records?  If it's only active dates of campaign, and within 2 hours is supposed to update, it's not working.  I do have a open case with support but so far no help there.

Use case is this-  customer needs to track numbers that hit their do not call list and if they did, they try to get expressed written consent from the lead and add it to an exception list for a campaign to run the next day (or preferably immediately).  If records never update in salesforce with the "results" then they have no way to pull this data.  We know they can always export the CSV from Genesys to get that list of DNC contacts but then it's outside of their Salesforce environment.
#Outbound

------------------------------
Shawn Gavan
Voice Data Systems LLC
------------------------------

Through testing and discussion with our Genesys rep, I have confirmed that my issue is I was trying to change the active dates of a campaign that had already reconciled. In other words use a single campaign and set the end date each day to the following day and check records. This is not supported today, and our only option is to create a new campaign through salesforce each day and then at 2am the reconciliation will happen.  Customer really is looking for real-time status of campaign members that they can then run periodic reports through the day to see those results.  For now our only option is to offer they clone each days campaign and set it to run only for a single day, so they can pull their reports the following morning.  Not sure this will fly but it's what we will offer as a solution.

------------------------------
Shawn Gavan
Voice Data Systems LLC
------------------------------

Original Message:
Sent: 10-27-2022 12:10
From: Brad Murlin
Subject: Salesforce outbound campaign not reconciling list members after end of campagin.

My understanding and experience is that the campaign end date from Salesforce is the driving factor, and based on API call data Salesforce reaches out to Genesys instead of vice versa at the end. Have you ensured you have the latest version of the managed package for Genesys?

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 10-24-2022 16:10
From: Shawn Gavan
Subject: Salesforce outbound campaign not reconciling list members after end of campagin.

I'm looking for help understanding how the records get "reconciled" at the end of a campaign.  Preferably it would update the "last contacted" and "result" fields in real-time but I understand it does work that way and it will only update 2 hours (can changed from default of 2) AFTER the campaign has ended.   I have tested this several ways and it seems very inconsistent on when these record update.  I've seem them update at times, but only after I have resynced members or reactivated then ended a campaign manually.  Question is, what mechanism triggers Genesys to sync/reconcile these records?  If it's only active dates of campaign, and within 2 hours is supposed to update, it's not working.  I do have a open case with support but so far no help there.

Use case is this-  customer needs to track numbers that hit their do not call list and if they did, they try to get expressed written consent from the lead and add it to an exception list for a campaign to run the next day (or preferably immediately).  If records never update in salesforce with the "results" then they have no way to pull this data.  We know they can always export the CSV from Genesys to get that list of DNC contacts but then it's outside of their Salesforce environment.
#Outbound

------------------------------
Shawn Gavan
Voice Data Systems LLC
------------------------------