Some calls may not appear in your main Shilo call list because they were excluded by your team’s call settings or because Shilo could not access the recording.
Where to find excluded calls
Open Shilo.
Go to the Calls page.
Select Excluded and Flagged Calls.
Open the Excluded Calls tab.
Common reasons calls are excluded
Calls may appear in Excluded Calls if they do not match your team’s settings. Common reasons include:
The call was shorter than the minimum call duration.
The call was longer than the maximum call duration.
The audio URL was missing.
The call matched another exclusion or filtering rule set by your team.
Agent not being analyzed
Stage not being analyzed
Source not being analyzed
What to do if you find a call you need
If you see a call in Excluded Calls that should be analyzed in Shilo, contact your manager or Shilo support. Share the call details and the exclusion reason so they can help determine whether the call can be added back in or analyzed.
If a call is not listed in Excluded Calls, it may not have been recorded or sent from your connected system.