Genesys Cloud CX

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  • 1.  Update Salesforce Activity History

    Posted 12-05-2022 21:48
    Edited by Thomas Luu 12-13-2022 20:29
    We use Genesys Cloud Contact Centre integrated with Salesforce Classic service console.
    When agent pickups an inbound call, a SF activity is automatically created for the corresponding Case/Contact. What we expect is the Activity History will show the new activity immediately.
    However, this activity does not show up in Case/Contact's Activity History until a Contact Centre agent refreshes the Salesforce page. Or sometimes after 10 seconds.

    Can you please help to advise what causes Activity not immediately updated in the Activity History in Salesforce?
    This issue is blocking us from project delivery as this fails UAT.

    Many thanks

    Thomas Luu
    Cancer Council Victoria

  • 2.  RE: Update Salesforce Activity History

    Posted 12-26-2022 17:08
    If you are using the original Salesforce CTI from Genesys, I believe that is expected behavior.  With the OneView Salesforce plug-in, you can have Flow create the activity as soon as it alerts the agent and then have it fill in other attributes on disconnect.  The price is the same as the Genesys one, but offers much more functionality.  Here is the listing:  Genesys AppFoundry - Avtex OneView (

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect