When you have integrated your ContactWorld account with Salesforce, Salesforce automatically creates a task record for every call routed to an agent. For information about integrating ContactWorld and Salesforce, see Linking ContactWorld to a Salesforce account. Salesforce logs the tasks against the agent's Salesforce user and also against the contact record or other object representing the caller in Salesforce. Task records provide an audit trail for each call. You can locate task records in the Activity History sections of Contacts, Accounts, and Leads. You can create call center reports that use task records to show agent and team activity. For information about creating reports, see Creating Salesforce call center reports. You can also create an Activities tab that displays all task records.
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