Genesys Cloud - Main

Hello everyone,

I am using Genesys Cloud with Salesforce Service Cloud Voice and I have noticed an important behavior regarding VoiceCall creation in Salesforce.

It appears that a VoiceCall record is only created when the call is delivered to the Salesforce Omni-Channel softphone (i.e., when it reaches an agent in the Omni-Channel interface).

As a result:

• Calls received outside business hours
• Calls that are abandoned in IVR (IVR/SVI)
• Calls that remain in queues without being answered

do not generate any VoiceCall record in Salesforce.

This leads to inconsistent reporting in Salesforce, since VoiceCall records only exist for calls that were actually presented to an agent.

My question is:
Is there a way to ensure that all inbound calls (including abandoned and out-of-hours calls) are also pushed and logged into Salesforce as VoiceCall records, so that reporting becomes fully consistent and complete?

Is there a recommended configuration or architecture to achieve full call traceability in Salesforce with Genesys Cloud?

Thank you in advance for your guidance.

Hi Ragheb,

My understanding is that this is expected behaviour with the standard Service Cloud Voice integration, as VoiceCall records are typically created when the interaction is delivered to the Omni-Channel agent experience.

These interactions should still exist within Genesys Cloud and be available through Analytics and interaction reporting, even if a VoiceCall record is not created in Salesforce.

Just to clarify, is the requirement specifically to have every interaction represented within Salesforce, or is the challenge that the interactions cannot currently be located or reported on within Genesys Cloud?

Hi,

Just to clarify, my requirement is that every call should be represented in Salesforce as a VoiceCall record.

I am referring specifically to Salesforce reports, not Genesys Cloud. The Salesforce reports we are discussing are based on VoiceCall records, and with the current standard Service Cloud Voice behavior, we can only report on calls that are delivered to an agent via Omni-Channel (handled or offered but not accepted). So effectively, only agent-interacted calls are visible in Salesforce reporting.

The reason I raised this is that I tested another Voice solution where a VoiceCall record is created in Salesforce as soon as the call enters the IVR/SVI via API. In that model, all calls are captured in Salesforce, which makes reporting much simpler and complete directly within Salesforce.

So the key point is: the expectation is full call coverage in Salesforce through VoiceCall records, not limited to Omni-Channel agent-handled interactions.