Why Data Might Be Missing

If you don’t see insights (or dashboards look empty), it usually means one of these conditions is true.

Quick checks (start here)

Check the time range.
Dashboards and lists often default to a recent window.
Check filters.
You may have filters applied (agent/team/channel) that exclude the data you expect.
Open multiple conversations.
If only one conversation is missing insights, it may be a content/quality issue.

For calls, AI insights require a transcript. If transcription failed or is not enabled, insights may not run.

Insights are often generated by background processing and may not appear immediately after a conversation ends.

Some insights are optional and must be enabled by an administrator.

Admins can set filters for insights (for example: only inbound calls longer than 15 seconds). If a conversation doesn’t match, it won’t be analyzed.

Your role may not allow you to view certain fields, dashboards, or conversation details.

For chat/email/ticket channels, if connectors are not enabled (or threads are incomplete), insights may be missing.

If one conversation is missing insights: review transcript quality and length.
If many conversations are missing insights: contact your administrator with:
example conversation IDs/links,
date range,
which insight(s) are missing.

Your admin can check: - whether the relevant AI Tasks are enabled, - whether filters are excluding conversations, - whether processing is healthy.