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

## Quick answer

|| Info
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.

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## 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 |

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## 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 |

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## 3. Quick-fix flow

### A. Verify date range & time zone

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

### B. Refresh browser & network

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

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## 4. Deep-dive checks

### C. Validate calls actually happened

1. Place two fresh test calls from different carriers (e.g., Jio + Airtel).
1. Call Logs should appear within 30 seconds.
1. 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 |

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## 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.

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## 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.

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