Hi there,
We do have salesforce integration, however, there are some inconsistencies. Sometimes they are correct, sometimes they are not.
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Caitlyn Petrousek
Other
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Original Message:
Sent: 02-19-2026 10:44
From: Cameron Tomlin
Subject: Total ACW
Hello Caitlyn,
Are you running a salesforce integration or other third party integration? Such as Genesys Cloud for Salesforce or CX Cloud from Genesys and Salesforce. When you have an integration like this the wrap up code time can be inserted via API during or after the ACW period, this create your scenario.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 02-19-2026 10:30
From: Caitlyn Petrousek
Subject: Total ACW
Hi there!
I'm curious what could be causing an incorrect ACW?
The ACW after this call is actually 13:49 seconds.
#Reporting/Analytics
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Caitlyn Petrousek
Other
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