If you are using the CTI client or OneView from TTec, it creates automatically activity records at the case and contact level. Those are used by Salesforce for the dashboards and reporting and includes all the information you are asking for. Flow could do the pull from Genesys through the API, but that would be a mess you don't want to get into.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-31-2024 20:07
From: Richard Dib
Subject: Advice needed to schedule data to push into salesforce
Hello all,
I need some advice, I need to push data from PureCloud into salesforce, around every hour.
The data that i need are for all our agents and their call count, talk time as well as their status such as interacting, idle, break, busy, away etc.
Does anyone have any suggestions on how i can do this? i was thinking of using a trigger and in the workflow have a loop to run every hour for x hours.
We have around 400 agents so not sure if this is a good idea?
Thank you in advance
#ArchitectureandDesign
#Implementation
#Integrations
#Reporting/Analytics
#Unsure/Other