Call recording duration mismatch
Ticketclosed
Lornefield Pensions Administration · Call recording duration mismatch
Call durations from Gong showed significantly shorter lengths than in Gong itself, affecting reporting. Callie Brennan identified a field-mapping issue in the Gong connector and deployed a fix.
What happened
What this says
As at Fri 9 Oct 2026Call durations from Gong showed significantly shorter lengths than in Gong itself, affecting reporting. Callie Brennan identified a field-mapping issue in the Gong connector and deployed a fix.
Problem: Call duration data from Gong was truncated in the brain, with durations significantly shorter than the source system. Handling: Callie asked for specific examples; Imogen provided call ID and context about board reporting deadline; Callie identified and fixed a field-mapping bug in the connector. Watch: This data quality issue required code fix; monitor re-indexing to confirm fix works.
Details
Updated 9 Oct 26Trail
created · Imogen Hartley 25 Aug 2023 11:35Hi, We've spotted a discrepancy with call recordings from Gong. When we check a recorded call, the duration shown in the brain doesn't match what we see in Gong itself: the brain is showing a significantly shorter length. We can see this consistently on calls we've checked. Can you help us understand what's going on? Thanks, Imogen- Public reply · Callie Brennan 25 Aug 2023 14:39Hi Imogen, Thanks for reporting this. What I need from your side is a specific example. Could you share a call ID and the duration you're seeing in both systems? That'll help me check what's happening in the connector. Thanks, Callie
- Public reply · Imogen Hartley 29 Aug 2023 09:30Hi Callie, I've attached the details for the call I was referring to. It's a trustee conversation from last week. The difference is quite significant; certainly enough to affect reporting. Best, Imogen
- Public reply · Imogen Hartley 30 Aug 2023 12:44Just following up on this. Have you been able to look into it? We've got a board report coming up that relies on call metrics, so timing would be helpful. Thanks, Imogen
- Public reply · Callie Brennan 30 Aug 2023 12:50Hi Imogen, Found it. The issue was on the Gong connector; there's a field-mapping issue that was truncating the duration data. I've pushed a fix that should resolve this for all new refreshes going forward. Any calls indexed from now will show the correct lengths. Can you re-run a refresh and confirm it's working on your end? Thanks, Callie
- Status change · 3 Sep 2023 23:59