Overview

A Rep may have made some calls from Playbooks for some records/leads, but those records/leads are still showing as "call due" or "past due" in Playbooks. These calls are recorded in Salesforce as having been made.

Solution

1. Check with the affected Rep:
   1. Were these calls not completed as part of a play step?
   2. Were these either click-to-call or ad-hoc calls?
2. If a user calls the records/leads any other way besides the ‘dial’ button on the play step, it won’t count for progression. This is why the user still sees the records in their tasks.
3. Users can delete these records or remove them from the play, and the tasks won’t pop-up again.
4. Users can re-add those records to playbooks and assign them to a play that they want them in.