Will Our Salesforce Call Reports Break When We Leave Open CTI?
They can, depending on where your new setup stores calls. Open CTI setups usually log calls as Task records, and many reports, dashboards and flows are built on those Tasks. If your replacement stores calls as a different object, such as the Voice Call object used by Service Cloud Voice, those reports and automations need rebuilding.
How it works in Salesforce
Before you choose a replacement, find everything built on call Tasks:
- Reports and dashboards: call volume, activity by rep, connect rates.
- Flows and triggers: follow-up Tasks, Lead status changes, alerts after calls.
- Integrations: tools that read call activity, such as sales engagement or BI tools.
- Fields: custom fields on Task used for dispositions, recordings or call types.
Then ask each option exactly where it saves call data. If it keeps logging calls as Tasks with the fields you use, most reports carry over. If it uses another object, budget time to rebuild and test them, and decide how to report across old and new call history.
Example
A team planning a move finds 22 reports and 4 flows built on call Tasks. It chooses a replacement that keeps logging to Tasks, so only two custom fields need remapping.
How 360 CTI handles it
360 CTI logs every call as a completed Salesforce activity with duration, outcome and recording link. Check your own reports with the free migration checklist.
Related questions
Follow-up questions
How do I find reports built on call Tasks?
Search report types and filters for Task with call fields, such as Call Type or Call Duration.
Will old call history stay in Salesforce?
Yes. Calls already logged as Tasks remain on your records.
Can old and new calls appear in one report?
If both are logged as Tasks, yes. If they're different objects, you'll need a combined approach.
See how 360 CTI handles this in your Salesforce org.