Backstory pulls call activity directly from Salesforce. We integrate with multiple dialer systems to ensure that our app is enriched with the most valuable data, including time spent on calls.
If the time spent on any calls is missing from the Team page, it may be possible that your dialer didn't capture the duration of the calls.
Solutions for correctly capturing call duration differ from system to system. We currently integrate with these Supported Conference Systems. A good place to start when troubleshooting call duration is the Settings page of your dialer account.
Below is an example walkthrough of troubleshooting this issue for SalesLoft.
Make sure call duration is enabled for your SalesLoft account.
To enable call duration for your SalesLoft account:Go to Settings.
Navigate to Field Configuration.
In Activity Fields, add 'CallDurationSeconds' to Salesforce Field.
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Make sure you end calls before logging them. If a call is logged before it ends, its duration will not be saved. Click End Call before logging phone calls.
Make sure "Disposition" of the call is selected. Disposition enriches the call data by tagging it with the result. Before logging calls, make sure that a Disposition is selected from the drop-down.
If you still observe missing time spent on calls after troubleshooting, please contact us at support@backstory.ai.