Why aren’t my call logs showing up in the MyOperator “Logs” section?

Why aren’t my call logs showing up in the MyOperator “Logs” section?

⚡Quick answer -

Most “missing logs” issues boil down to one of four things:

  1. Filters or date-range exclude the data.
  2. Your role lacks “View Logs” / “View Team Logs” permissions.
  3. The MyOperator mobile app hasn’t synced yet (for mobile logs).
  4. Account, IVR flow, or time-zone settings are misconfigured.

Follow the path-specific checklist below—over 90 % of users see their logs within five minutes.

When should I use this guide?

Open this guide whenever the Logs grid in the web panel is blank, shows fewer rows than expected, or newly-completed calls don’t appear.

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.

• Browser hard-refresh or open an Incognito tab.

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

2. Path A — Nothing shows at all (zero logs)

Step

Action

Result

1

Click 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 to 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 in the main profile

5

Verify account health (Billing → Status)

Suspended accounts block log access

3. Path B — Only some logs are missing

  1. Identify the gap
    1. Mobile only missing → jump to Path C. 
    2. IVR only missing → jump to Path D.
  2. Search by known caller number or narrow date range to confirm ingestion.
  3. Include Missed / Failed / Voicemail in the Status filter.

4. Path C — Mobile call 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

Team mapping

Web Panel → Users → Teams

The agent is assigned to the correct team

5. Path D — IVR call logs delayed or absent

  1. Confirm the IVR / virtual number is active and receiving calls.
  2. Review Routing / Flow changes made recently—misroutes prevent log creation.
  3. Open Reports → Realtime (if enabled) to verify calls are landing.
  4. If you forward to an external number, ensure it answers; unanswered forwards still create log entries.

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

6. When will these steps NOT help?

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

• Logs will never appear for numbers or teams you don’t have permission to view.

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

7. Confirm it’s fixed

✓ Logs grid shows expected rows.

✓ Total count matches recent call volume.

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

Keywords: MyOperator logs not visible, call logs missing, mobile log sync, IVR log delay, view logs permission

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