Tommy | 2019-02-05 15:05:12 UTC | #1
I would like to know when activity-records are coordinated with Salesforce according to the following URL.
When did the interactions start?
When did the interactions end?
https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/
Richard.Schott | 2019-02-05 15:30:10 UTC | #2
Activity records are created as soon as the conversation is connected to the user. Activity records are updated at each interaction state change event (pickup, hold, resume, transfer, disconnect, etc.), or every two seconds if there are updates to the call log (associations or notes).
The start time can be assumed to be the time the activity record is created within Salesforce. Coupled with After Call Work Time and Call Duration Time, the stats your looking for can be derived, but you would have to do a little work to create formula fields in salesforce to provide these times.
Salesforce.AfterCallTime | All* | Total time in seconds spent on wrap-up work, from the disconnection of the interaction to the completion of wrap-up work. |
Salesforce.CallDuration | All* | Total duration in seconds that an agent spends on an interaction, including wrap-up work. |
Tommy | 2019-02-06 05:40:25 UTC | #3
Thanks for reply.well understood.
Good Regards Tommy.
system | 2019-03-09 05:40:28 UTC | #4
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