Synchronize call attributes with Salesforce activity records

The Genesys Cloud CX for Salesforce BYOT integration provides the option to synchronize call attributes with Salesforce activity records on inbound and outbound voice calls. Synchronizing voice call fields allows you to store any call attributes on Salesforce Voice Call records. If call attributes change, even after disconnection, the data remains in sync between the call and the Salesforce Voice Call record.

Lightning Experience does not allow Genesys Cloud CX for Salesforce BYOT to save call attributes to fields that the Salesforce user does not have access to. For example, you configure Genesys Cloud CX for Salesforce BYOT to save the queue name to a custom field but do not make the custom field visible to agents. As a result, Salesforce does not save the queue name to the custom field in the reports.

To configure the synchronization of attributes with Salesforce voice call records:

  1. For each call attribute that you would like to map, create a custom field in Salesforce on the Voice Call object. See Create Custom Fields in the Salesforce documentation.
  2. Map the custom field to the voice call attribute. See Voice Call Field Mapping.
  3. The integration can map any voice call attribute that you set before the call leaves the agent’s queue for Salesforce.

Call attributes

Use the following attribute:

Attribute Data Type Description
Participant.{CustomFieldName} String Custom field name that is assigned by using Set Participant Data in an Architect flow. See Set Participant Data action.

Default fields on Salesforce

Field Name Details
ActivityId The unique ID of the activity record.
CallAcceptDateTime This field represents the date and time (in UTC) when the call was accepted by an agent.
CallCenterId This field represents the unique ID of the call center (CallCenter Id) where the activity took place.
CallDisposition

The status of the phone call. Possible values are:

  • new – The voice call record has been created.
  • in-progress – The call has been accepted (or, for outbound messages, initiated) by an agent.
  • completed – The call has ended. This includes calls that are transferred. (If a call is transferred, another voice call record is created to track the state of the transferred call.) If After Conversation Work (ACW) is enabled, that work begins after the call has completed. 
CallDurationInSeconds

The total duration (in seconds) of the call.

CallEndDateTime

The date and time (in UTC) when the call ended.

CallerId

This field represents the unique ID of the participant who initiated the call. If “Match Callers to End User Records” is enabled in Lightning Experience, the value will be null and the EndUserId field is used instead to determine the end user associated with this voice call.

CallQueuedDateTime

This field represents the date and time (in UTC) when the call was added to a queue to be routed to an agent.

CallRecordingId

This field represents the unique ID of the call recording for the voice call.

CallResolution

The resolution outcome of the call. The default value is ‘Resolved’, meaning the call has been resolved.

CallStartDateTime

The date and time (UTC) when the call started.

ConversationId

This field represents the unique ID of the conversation. This field is only available if call monitoring is enabled.

CustomerHoldDuration

This field represents the total duration (in seconds) of all the holds that occurred during the voice call.

Description

This field represents a text field where the agent can enter a summary of the call.

EndUserId

If “Match Callers to End User Records” is enabled in Lightning Experience, this field represents the unique ID of the messaging end user (MessagingEndUser Id) associated with this voice call.

FromPhoneNumber

The phone number of the user who initiated the call.

IsRecorded

Indicates whether a Voice Call Recording record was created (‘true’) or not (‘false’) for this voice call. The default value is ‘false’.

LastReferencedDate

The date and time (in UTC) when the current user last viewed a record related to this voice call.

LastViewedDate

The date and time (in UTC) when the current user last viewed this voice call. If this record was only referenced (LastReferencedDate), this value will be null.

LongestHoldDuration

This field represents the longest hold duration (in seconds) that occurred during the call.

MediaProviderId

The unique ID of the related media provider.

NextCallId

This field represents the unique ID of the next call if the call was transferred to another agent. If a transfer or callback didn’t occur, this value will be null.

NumberOfHolds

This field represents the number of times the customer was put on hold.

OwnerId

The unique ID of the user who owns the phone number.

PreviousCallId

This field represents the unique ID of the previous call if the call was transferred from another agent. If a transfer or callback didn’t occur, this value will be null.

QualityScore

This field represents the value of the Mean Opinion Score (MOS) that measures voice call quality. This algorithm is based on packet loss percentage, average latency, and average jitter.

QueueName

This field represents the name of the agent queue.

RecipientId

This field represents the unique ID of the participant who received the call. If “Match Callers to End User Records” is enabled in Lightning Experience, this value will be null and the EndUserId field is used instead to determine the end user associated with this voice call.

RelatedRecordId

The unique ID of the related record.

SourceType

The general purpose of the call. The value is determined by the permission sets assigned to the voice call owner. A call’s source type controls which insights are applied during analysis by Einstein Conversation Insights.

ToPhoneNumber

The recipient of the phone call. For inbound, transfer, and callback calls, this value is the agent’s number. For outbound calls, this value is the customer’s number.

UserId

The unique ID of the Salesforce user who initiates an outbound call or accepts an inbound call. If no one takes the call, this value defaults to null.

VendorCallKey

The unique ID of the child leg of the call that’s provided by the Service Cloud Voice telephony provider.

VendorType

This field is always set to ‘ContactCenter’.