" My DS Session Time is not showing up in the Agent dashboard. "
- Have you refreshed the Dashboard? Salesforce dashboards need to be manually refreshed, so make sure the dashboard is showing the most up-to-date data.
- Are you still connected to Dialsource? If you're still connected, your session is still in progress. Sessions are only able to log after they're complete (marked by disconnecting from Dialsource).
- Is your Username and Password up-to-date for your Configuration Account? Configuration Account’s Username and Password must be updated everytime the Salesforce login has changed. If the Configuration Account’s Username and Password isn’t up-to-date then DS Session Time will not be logged on calls. To ensure your Configuration Account is up-to-date:
For V2 Classic:
Navigate to the Manage Call Lists Tab and click on the DialSource Configuration button located in the top right:
Click on the Edit button located under Salesforce Account Configuration section then enter the most up-to-date Username and Password and click on the Save button:
*DS Classic Call sessions are logged at the top of the hour after the session ends*
For V3 Denali:
Navigate to the DS Management Tab and click on the Settings (gear) Icon. Scroll to Configuration Account section and locate “Good” or “Invalid Login” status in the right corner. If status is “Invalid Login”, then enter the most up-to-date Username and Password and click on the Update button: