We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.

In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.

For example, in a recent call:

The customer is in a queue, waiting for their contact, for 23 seconds before being connected

The actual conversation lasted 1 minute and 3 seconds

Salesforce is only logging the 23 seconds

Within the anyatics and the call logs there are differences that are being picked up by Salesforce, i have been asked to raise this as a feature request