If you can't find a call you expected, or the data on a call doesn't match what actually happened, this article walks through the most common causes by symptom. Each section links to the primary article with the fix.
A call I expected isn't in the Calls list
The two most common causes:
Default filters are hiding it. The Calls list shows only Appointment, Transfer, Message, and Completed outcomes by default — Failover and Blocked calls are excluded. To see them, open the Outcome filter and check the missing options. See Searching, filtering, and exporting calls.
The call is older than 365 days. The Calls list shows the last year only. If you need to look further back, contact support.
If neither applies, the call may not have completed processing yet — wait a minute or two and refresh.
No recording for a call
A few reasons a call might not have a recording:
Blocked calls don't generate recordings. They never reach your agent.
Failover calls don't generate recordings. Voicemail, fallback forwarding, audio message, busy signal, and reject all happen outside your agent.
The recording failed to save. Rare, but possible. The Recording section simply doesn't appear in the call's detail panel.
If a normal answered call is missing a recording, flag it to support. See Reviewing call details for what the detail panel normally shows.
Transcript looks wrong or is missing
No transcript at all — same causes as no recording. Blocked and failover calls don't produce transcripts.
Transcript is short or cuts off — the call was probably brief or the caller hung up early. The End Reason field in the detail panel will tell you (e.g., User hung up, Caller inactive).
Speaker labels seem wrong — the transcript is generated by an automated system. Occasional misattribution can happen with overlapping speech or background voices. There's no in-app way to correct a transcript today.
See Reviewing call details for what's normally in the transcript section.
The outcome label doesn't match what happened
Outcomes are assigned automatically based on what the agent did during the call. A few common misalignments:
Marked Completed instead of Appointment / Transfer / Message. The agent didn't actually complete the action, even if the caller asked for it. Check the transcript to see whether the agent attempted but failed (e.g., transfer destination didn't pick up, or the booking didn't go through).
Multiple outcome cards on one call. This is expected when more than one thing happened (e.g., the agent took a message and booked a callback).
For details on the outcome cards in the detail panel, see Reviewing call details.
The agent didn't book an appointment it should have
Possible causes:
No calendar connected. If your Google Calendar isn't connected, your agent has nowhere to write the booking. Check Optimize → Schedule Appointments for the connection status.
Calendar disconnected silently. OAuth tokens can expire or be revoked. Reconnect from the same page.
No appointment types defined. Your agent needs at least one configured appointment type to offer.
Caller and agent didn't settle on a time. If the caller couldn't agree on an offered slot, no booking is made.
Wrong timezone. If a booking lands at the wrong time on your calendar, the company timezone in Business Details is the most common cause.
My Knowledge Base content isn't being used by the agent
If your agent doesn't seem to be referencing the KB during a call:
You're not on Growth and above. The Knowledge Base is locked on Free and Starter — your agent can't reference it. Upgrade to enable.
A website source isn't being scraped. If a URL is unreachable (404, blocked by robots, behind a login), CoreReach can't pull its content. There's no per-source error indicator in the UI today, so double-check the URL is publicly accessible.
The content doesn't match how callers ask. The KB is most useful when its content matches typical caller phrasing. If callers ask in ways that don't appear in your KB content, the agent may not find a relevant answer.
See Adding a Knowledge Base for limits, supported sources, and auto-refresh details.
Where to look for retention info
CoreReach doesn't currently show a per-call retention timer in the UI. Call records, transcripts, and recordings remain accessible while your account is active.