Genesys Cloud - Main

Hello everyone,

We are using Genesys Cloud CX with Salesforce Service Cloud Voice, and we have noticed an issue with inbound call handling.

Issue description

In some cases, especially:

• At the start of the agent's day
• After a long period of inactivity or disconnection

even with a 30 seconds timeout configured, the system sometimes prompts the agent to stay in or leave the queue.

When the agent is not able to answer in time, the system retries the delivery. However, instead of keeping the same interaction, a new VoiceCall record is created for each attempt.

Impact

This behavior causes:

• Multiple VoiceCall records for a single real customer call
• Creation of multiple unnecessary Cases (1 per VoiceCall)
• Incorrect reporting and inflated call statistics
• Impact on business processes relying on a 1 call = 1 case model

Question

Is this expected behavior in SCV + Genesys Cloud CX integration, or is there a recommended configuration to avoid creating multiple VoiceCall records for the same call attempt?

Any guidance or best practice would be appreciated.

Thank you.