Why can’t I see certain call logs in the Admin Panel, and what details should I send to Tech Support?

Why can’t I see certain call logs in the Admin Panel, and what details should I send to Tech Support?

⚡Quick answer -

  1. Verify that you are signed in with an Admin role; Managers have limited log visibility.
  2. If you are an Admin and logs are still missing, send Agent number, exact call time, and (if the caller used a mobile) the originating DID to Tech Support.

When should I use this guide?

Use these steps whenever a call is connected, but its log entry is missing from the Admin Panel.



1. Step 1 — Check your role 

Role

Log visibility

Action if logs are missing

Admin

All call logs

Proceed to Step 2 if any entry is still absent

Manager

Own/team logs only

Ask an Admin to review or upgrade your role

Only Admin users can view the complete call-log history. If you are logged in as a manager, logs for calls outside your scope will not appear.



2. Step 2 — Collect information for Tech Support

Provide the following so Support can trace the record quickly:

• Agent number involved in the call

• Exact time (include time zone) when the call occurred

• DID (Direct Inward Dialing number) if the call originated from a mobile device

Send these details through your usual support channel (ticket, email, or chat).



3. When will I see the logs?

You should immediately see the log entry if both conditions are true:

  1. You are logged in as Admin.
  2. The call was placed within the system’s retention window and synced successfully.

If either condition fails, the log may be hidden or delayed.

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