Note: This article applies to Genesys Cloud for Salesforce.

You see two activities in the logs for each interaction. One activity appears with complete and correct data. The other activity appears with the same call ID but no call duration.

If you are using the client in Service Cloud, make sure that you do not have both Interaction Log in Salesforce and Enable Interaction Logs in Genesys Cloud for Salesforce selected. In Salesforce organizations created before 2013, Interaction Log is selected by default. 

For information about selecting or clearing Interaction Log in Salesforce, see the Turn On Interaction Logs for a Console in Salesforce Classic in the Salesforce documentation.

For more information about the integration, see About Genesys Cloud for Salesforce.