For Salesforce-powered sales teams, tracking call activity is essential for efficiency, productivity, and revenue growth. Using PhoneIQ Salesforce CTI and PhoneIQ Power Dialer allows teams to capture every interaction, prioritize leads, and improve connect rates. Accurate call logging ensures managers can make informed decisions and maintain visibility across the entire sales pipeline.

This guide covers eight key Salesforce call activity KPIs, practical dashboard recommendations, and actionable ways to enhance team performance.

1. Current Number of Open Activities

Why it matters
Open activities—tasks, events, and calls—show pending work and potential backlogs. Monitoring these ensures leads are followed up promptly, improving conversion rates in Salesforce.

How to measure

• Create a Salesforce Report filtered by Activity Status = Open
  
  
• Group by rep, team, or account
  
  
• Include PhoneIQ call logs for automated tracking
  
  

Dashboard recommendation

• Bar chart showing open activities per sales rep
  
  
• Line chart tracking cumulative open activities by team
  
  
• Filters by activity type, such as call, email, or follow-up
  
  

2. Open Activities per Sales Representative

Why it matters
Tracking open activities per rep ensures workload balance and helps identify overburdened team members.

Best practices

• Segment activities by type (calls, emails, meetings)
  
• Use PhoneIQ Power Dialer metrics to track outbound call queues
  
• Compare open vs. completed activities to measure efficiency
  

Dashboard recommendation

• Stacked bar chart of activities by type per rep
  
• Highlight reps exceeding open activity thresholds
  
  

Learn more about Salesforce Activity Management Best Practices from Salesforce.

3. Completed Activities Weekly

Why it matters
Tracking completed activities weekly helps identify trends, peak performance periods, and potential bottlenecks.

How to measure

• Salesforce report grouped by Completion Date and Owner
  
• Include PhoneIQ call logs for automatic tracking
  
• Compare completed activities against team goals
  

Dashboard recommendation

• Line chart showing completed activities over time
  
• Target lines for weekly goals
  
• Highlight top performers for recognition
  
  

For proven reporting strategies, review Salesforce’s Reporting and Dashboard Guide.

4. Activities by Type

Why it matters
Understanding how reps allocate their time across calls, emails, and meetings helps managers optimize workload distribution and identify high-impact activity types.

PhoneIQ contribution

• Automatically logs outbound calls with accurate dispositions
  
• Reduces manual entry with click-to-call functionality
  
• Tracks all interactions in Salesforce for a complete activity view
  
  

Dashboard recommendation

• Pie chart showing activity distribution by type
  
• Filters for lead source, campaign, or time period
  
• Compare activity type to conversion performance
  
  

Learn about Salesforce Activity Timeline to see how calls and emails appear in one unified view.

5. Call Completion and Answer Rate

Why it matters
Call completion rate measures the percentage of outbound calls that connect with prospects—directly affecting opportunity creation and revenue growth.

How to track

• PhoneIQ automatically logs answered vs. unanswered calls
  
• Use formula: (Answered Calls ÷ Total Outbound Calls) × 100
  
• Segment results by campaign, rep, or lead source
  

Dashboard recommendation

• Gauge chart showing call completion rate
  
• Line chart tracking connect trends over time
  
• Highlight reps below target thresholds
  
  

Discover how Salesforce Sales Cloud supports activity tracking and pipeline visibility.

6. Open Past-Due Activities

Why it matters
Past-due activities highlight missed follow-ups that can reduce win rates. Keeping them in check ensures your pipeline stays active and responsive.

How to manage

• Run a report for overdue activities in Salesforce
  
• Reassign overdue tasks to active reps
  
• Use PhoneIQ scheduling to automate call reminders
  

Dashboard recommendation

• Bar chart showing overdue activities by rep
  
• Trend line to track overdue items over time
  
• Filters for activity type, priority, or lead status
  

For context on customer responsiveness, see Harvard Business Review’s study on sales response time.

7. Activities Owned by Inactive Users

Why it matters
Inactive user records can skew reporting and cause data misalignment. Reassigning their activities ensures your metrics stay accurate.

How to manage

• Create a report where Owner.IsActive = False
  
• Reassign to active reps or team queues
  
• Confirm that PhoneIQ campaigns exclude inactive users
  

Dashboard recommendation

• Table listing inactive-user activities with reassignment options
  
• Highlight oldest items first
  

8. Third-Party and Automated Activities

Why it matters
Salesforce often includes automated processes that log calls and tasks. Tracking both manual and automated activities ensures KPIs reflect real performance.

PhoneIQ contribution

• Logs calls automatically within Salesforce
  
• Provides clear comparisons between manual and automated entries
  
  

Dashboard recommendation

• Combined dashboard showing manual and PhoneIQ-generated activities
  
• Filters by campaign, lead source, or rep performance
  

Additional Metrics to Consider

Advanced Salesforce teams may also track:

• Average Talk Time
  
• Time to First Call
  
• Call Disposition Trends
  
• Inbound vs. Outbound Ratio
  
• Call Recording Insights for compliance and coaching
  

Conclusion

Tracking call activity KPIs in Salesforce is essential for improving productivity and revenue performance. Using PhoneIQ CTI and Power Dialer, sales teams can ensure every call is logged accurately, maintain visibility across all stages, and make informed, data-driven decisions.

Monitoring these eight KPIs—and adding advanced metrics like talk time and response speed—empowers Salesforce users to streamline workflows, boost conversion rates, and deliver better customer experiences.

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