Why are my IVR call logs missing or delayed in the MyOperator web app, and how do I fix it?

Why are my IVR call logs missing or delayed in the MyOperator web app, and how do I fix it?

⚡Quick answer -

Most “missing” call logs are caused by a date-range filter, time-zone mismatch, or browser cache. Clear filters, verify your account time zone, hard-refresh the page, and place two fresh test calls. If no logs appear after these checks, follow the escalated steps below and send Support the sample Call IDs.

When should I use this guide?

Use these steps whenever the Call Logs panel in the MyOperator web app shows zero or heavily delayed entries while you know calls are happening.

1. Symptoms matrix

Symptom

Likely cause

Zero logs today

Wrong date range or time zone

Logs appear hours late

Browser cache or high-load delay

Stopped at a specific time

Number remapped or user role change

2. Prerequisite checklist

Item

Why it matters

2–3 recent call examples (IST)

Needed to trace in backend

Access to Call Logs & Exports

For cross-verification

Design-Call-Flow permission

To check number mapping

Account time-zone value

Controls all log timestamps

3. Quick-fix flow

A. Verify date range & time zone

  1. Date picker → Today (or exact window)
  2. Clear Type / Agent / Department filters
  3. Settings → Account time zone = IST (or your region)
  4. Confirm the PC/Mac system clock is correct

B. Refresh browser & network

  1. Hard refresh Ctrl/Cmd + Shift + R
  2. Try Incognito and a second browser (Chrome / Edge / Firefox)
  3. Disable ad-blockers/script-blockers temporarily
  4. Switch from office VPN/Wi-Fi to a mobile hotspot
  5. Sign out → sign in to renew session cookies

4. Deep-dive checks

C. Validate calls actually happened

  1. Place two fresh test calls from different carriers (e.g., Jio + Airtel).
  2. Call Logs should appear within 30 seconds.
  3. Still blank? Dashboard → Manage → Numbers → ensure number is mapped to the live Call Flow; remap if needed and retest.

D. Ingestion timing & exports

View

Time base

Tips

Call Logs panel

Account time zone

Refresh after 60 s during peak hours

CSV/Excel export

UTC or account TZ

Import as Text to avoid auto-shift

5. Special cases

• User roles/permissions – Admins see all calls; Agents may see only their own.

• Transferred calls (multi-legs) – The leg you seek might be on a different row; open Call Details.

• CRMs/Webhooks – Double-check you are not applying another offset in your CRM filters.

6. Confirm success / expected outcome

✓ Test calls appear in Call Logs within 30–60 s.

✓ Timestamps match your account time zone.

✓ Filters “stick” across page reloads.

Keywords: MyOperator call logs, IVR log delay, logs not syncing, time-zone filter, ingestion delay