Why are my call logs missing in MyOperator—and how can I hide the “Logs” tab for Call Agents, Managers, and Admins?

Why are my call logs missing in MyOperator—and how can I hide the “Logs” tab for Call Agents, Managers, and Admins?

⚡Quick answer -

• Missing logs: 90 % of cases come down to:

(1) filters or date range,

(2) the role does not have View Logs / View Team Logs permission,

(3) the MyOperator mobile app has not synced yet, or (4) account / IVR / time-zone settings are misconfigured.

• Hiding the Logs tab: In Manage → Permissions, click Logs, clear View and Add/Edit, then click Update—the tab disappears instantly for that role.

When should I use this guide?

Open it whenever the Logs grid is blank, shows fewer rows than expected, or you need to remove the Logs tab for specific user roles.

1. Prerequisites & fast checks

• Correct workspace/account selected

• Date range wide enough (Last 30 days) and business time-zone set

• All filters set to All → click Reset filters

• Sort = “Newest first”; required columns visible

• Hard-refresh the browser or open an Incognito tab

Expected result: At least one row appears and the total-count indicator updates

2. Path-based fixes for “missing logs”

Path A — Zero logs showing

Step

Action

Result

1

Reset filters → Date = Last 30 days → Type/Status/Agent = All

Grid reloads with non-zero count

2

Account Settings → Time zone; also verify device clock

Logs align with business hours

3

Ask an Admin to confirm View Logs / View Team Logs permission

Logs appear after the role update

4

Open Incognito or another browser profile

If it works here, clear the site cache

5

Billing → Status

Suspended accounts block log access

Path B — Some logs are missing

  1. Search by a known caller number or narrow the date range.
  2. Include Missed / Failed / Voicemail in the Status filter.
  3. If mobile logs are missing, go to Path C.
  4. If IVR logs are missing, go to Path D.

Path C — Mobile logs not syncing

Checkpoint

Where

Expected state

MyOperator app login

Agent’s phone → App

Same workspace login

Permissions

Android Settings → Apps → MyOperator

Call Log, Contacts, Background Activity = Allowed

Battery optimisation

Android Settings → Battery

OFF for MyOperator

Connectivity

Phone status

Stable Wi-Fi / Mobile data

Manual sync

App Menu → Sync now

Logs → Type = Mobile within minutes

Path D — IVR logs delayed or absent

• Confirm the IVR/virtual number is active and receiving calls.

• Review recent Routing / Flow changes—mis-routes prevent log creation.

• Open Reports → Realtime (if enabled) to verify calls are landing.

• Forwarded-to external numbers must be answered; unanswered forwards still create log entries.

Success indicator: New inbound calls show under Logs → Type = IVR shortly after the call ends.

3. Hide the “Logs” tab for Call Agents, Managers, and Admins

Yes, you can hide the Logs section for these roles by disabling the Logs permission.

Steps to disable the Logs permission

  1. Log in to the MyOperator panel → Manage → Permission
  2. Click Logs and uncheck both View and Add/Edit permissions
  3. Click Update to save the changes

image.png

Alt-text: Sequence diagram of an admin unticking Logs permissions so the tab disappears.

4. When these steps will NOT help

• Calls older than your retention window (e.g., 365 days) are permanently deleted.

• Logs will never appear for numbers or teams you do not have permission to view.

• iOS devices do not upload mobile logs; only Android devices with the app installed can sync.

• Hiding the Logs tab affects only roles where View and Add/Edit are unchecked; any role left checked will still see the tab.

5. Confirm it’s fixed

✓ The Logs grid shows expected rows or the Logs tab is hidden as intended.

✓ Total count matches recent call volume.

✓ New test calls appear within 2–3 minutes (IVR) or after manual sync (mobile).

Keywords - MyOperator logs missing, view logs permission, mobile log sync, IVR log delay, hide logs tab