Why am I not seeing some calls in Enthu?
In most cases, calls are not missing, but filtered, delayed, or excluded due to system rules.
This article explains the most common reasons and what you should check first.
1. Calls shorter than 30 seconds are not visible
Why this happens
Some accounts are configured to exclude very short calls because:
They are often missed calls, hang-ups, or noise
They may not qualify for QA, AI evaluation, or reporting
What you should check
Check from profile settings the option: Analyze calls above this duration (in seconds) Enthu.AI will automatically reject calls for processing that are lower than this duration. If this is set to 30, you can customise it to any number.
2. Calls for a particular agent are not showing
Common reasons
Agent is not mapped correctly (email or ID mismatch)
Agent is deactivated
Agent belongs to a different team
What to check
Go to Manage → Users
Verify:
Agent is active
Agent email matches the telephony system
Agent is mapped to the correct team
Confirm as a TL, if that agent is in your team.
3. Recent calls are not visible
Why this happens
Recent calls may not appear immediately due to:
Minutes or usage limits reached
Incorrect date range selection
Calls are still processing (in upload case, it takes some time to reflect back in enthu)
What to check
Refresh the page after a few minutes
Expand the date range (today vs last 7 days)
Confirm that your call minutes are not exhausted
4. Calls are not visible even when “Moments” toggle is ON
Why this happens
The Moments toggle only shows calls where:
A moment was successfully detected
The call met minimum quality and duration thresholds
What else to check
Try turning Moments OFF to view all calls
Check if:
Call has a transcript
Call duration is sufficient
AI processing is completed
Key clarification
Turning Moments ON filters calls, it does not show all calls.