Overview

You might notice that calls made yesterday are showing as made today in CRM or other gaps between dates when the call has been actually made and it has been recorded in CRM.

Information

This might be a result of CRM showing the date activity has been synced from Playbooks instead of the actual call date. In case Agent's CRM connection is failing, Playbooks will not be able to sync calls instantly and there might be a gap between the date a call has been made and synced.

We recommend:

1. Making sure Playbooks CRM Connection is established and active.
2. Contact your CRM admins to check if they can use the actual call date instead of the sync date for call activities. Playbooks is already syncing that data, but sometimes Salesforce is set up to show sync date instead of the call date.