Sam flagged that the Communication Health dashboard (built 2026-04-27) is showing roughly 50 or fewer calls per case manager and assistant in a rolling 30-day period. That number is implausible. His staff is on the phone all day. The hypothesis is one of two things: either RingCentral calls are not landing in Salesforce at all, or they are there but the dashboard is querying the wrong field or the wrong object.
The goal of this session was to authenticate to Salesforce, query SAIL_Call_Log__c, identify every user/agent attribution field on it, count actual call volume in the last 30 days, group by user, check for nulls, and confirm whether calls are also being written to the Task object or to other call log objects.
The session did not finish that investigation. We hit two blockers: a misconfigured Connected App for the Client Credentials flow, and a broken Chrome connection that kept dying every few seconds when interacting with Salesforce or Workbench. We did get partial data before the browser fell apart.
Logged into Workbench (workbench.developerforce.com) using Sam's already-authenticated Salesforce session, navigated to the SOQL Query page, and pulled the complete field list for SAIL_Call_Log__c.
Full field list: Call_Notes__c, Call_With__c, CreatedById, CreatedDate, Direction__c, Id, Intake__c, IsDeleted, LastModifiedById, LastModifiedDate, Matter__c, Name, Next_Steps__c, OwnerId, Platform__c, Related_Task_ID__c, Score__c, Summary_Link_External__c, Summary__c, SystemModstamp.
There is no dedicated Agent__c, User__c, or CalledBy__c field. The user attribution surface is limited to OwnerId, CreatedById, and Call_With__c. Direction__c likely encodes inbound vs outbound. Platform__c likely tells us which phone system the record came from (RingCentral vs Dialpad vs CallRail). Related_Task_ID__c suggests that for at least some calls, the SAIL_Call_Log__c record is paired with a Task record on the activity timeline.
This is the most important finding so far. While searching the object dropdown in Workbench, I confirmed all three of these custom objects are present:
Plus standard Salesforce telephony objects also visible: VoiceCall, VoiceCallChangeEvent, VoiceCallMetrics, VoiceCallFeed.
Plus the standard Task object, which Salesforce uses by default for call activities. Most CTI integrations write to Task as well.
This means the Communication Health dashboard might be looking at SAIL_Call_Log__c only and missing whatever volume is being captured by Dialpad__Call_Log__c, CallRail_Call_Log__c, the Task object, or the standard VoiceCall object. RingCentral calls in particular could be flowing into a completely different bucket.
Workbench at https://workbench.developerforce.com/ was the only path that actually let us reach Salesforce data in this session. The Salesforce Inspector Chrome extension intercepts every direct Salesforce page (Lightning, Setup, Developer Console) and blocks both screenshots and JavaScript execution from this automation environment. Workbench is hosted on a different domain, so it is not affected by the extension.