If you're not seeing a call within Shilo that should be there, then there are only a few things that could have happened.
Check the "Excluded Calls" table. Your team has set up parameters of calls that they want to come into Shilo to be analyzed. Usually the call is too long or too short. You can search for calls by contact or agent and see the reason the call was filtered and not processed by Shilo. If you are an admin you can process it, if you are a member you will need to ask an admin to process it for you!
If you don't see it on the excluded calls table then its because the CRM hasn't sent us the call details yet. This isn't uncommon for some CRM's to not send it immediately after the call. Wait 10 minutes and check again.
Call still missing? Do you use FUB? Check Follow up Boss Call & Recording Settings. Here’s a good link on how to make sure your FUB is setup for call recordings.
- https://help.followupboss.com/hc/en-us/articles/360043369573-iPhone-Calling
The good news is the system won’t remove or delete calls. If we get the call from your CRM (which sometimes they don't send it) it will either be on the excluded calls table or processed in your Shilo calls.