My Calls Are Showing in the App But Not on the Dashboard
If you can see calls in the Salestrail app but they are not appearing on the Call Analytics Dashboard, work through the checks below.
Check 1: Are you in the right organisation?
If you created your own organisation instead of joining your team's, your calls will show in your app but appear on a separate dashboard that your manager cannot see — and when you log in to the dashboard, you may see no data at all.
Log in to the Call Analytics Dashboard and check the organisation name. If it does not match your team's organisation, see Common Setup Mistakes for how to move to the correct one.
Check 2: Is your subscription or trial active?
If your trial has expired or your organisation does not have enough licenses, call data will not be visible on the dashboard even if it is being tracked in the app.
Log in to the dashboard and check for a notification at the top of the screen about an expired trial or insufficient licenses. If you see one, go to Dashboard > Subscription to purchase or renew.
Check 3: Have you selected the right users in the filter?
The dashboard has a user and team filter that controls whose data is displayed. If the person you are looking for is not included in the current filter selection, their calls will not appear even if they are being tracked correctly.
Check the filter at the top of the Overview page and make sure the correct user or team is selected. If your organisation uses Team Management, also check that the user is assigned to the team you are viewing — users who are not part of the selected team will not show up in that view.
Check 4: Is your date range filter set correctly?
The dashboard defaults to showing a specific date range. If the calls you are looking for were made outside that range, they will not appear. Check the date filter at the top of the Overview page and adjust it to cover the period you are looking for.
Check 5: Are the calls within your office hours setting?
If office hours are configured in the Salestrail app, calls made outside those hours are logged as untracked and will not appear on the dashboard. Go to Settings > Work Days & Office Hours in the app and check whether the calls were made within the configured window.
Check 6: Is there a sync delay?
There can occasionally be a short delay between a call being logged in the app and appearing on the dashboard. Wait a few minutes and refresh the dashboard before concluding that calls are missing.
If calls are still missing from the dashboard
Contact support@liid.com with your account email address, the date and time of specific calls that are not appearing, and a screenshot of the dashboard showing the date range and user filter you have selected.