Start with the right workspace
Call records and agent configuration belong to a workspace. Confirm membership and app access before troubleshooting an empty or restricted view. Analytics, individual call details, transcript access, recordings, exports and settings can have different permissions.
An aggregate report may be available while its underlying recordings are restricted. Restricted means the current user is not allowed to access that capability; Unavailable can mean the data or recording does not exist. Those are different problems with different remedies.
Configure live supervision separately
Where the feature is available, an owner or administrator can expand Live supervision settings. Review Watch live call status, Read live transcripts, Listen privately and Allow human takeover individually. Select Authorized supervisors and the intended Voice agent scope.
With no agents selected in the scope list, the policy covers all current and future voice agents in that workspace. Make an explicit scope choice when you need a narrower rollout. The maximum simultaneous observers setting supports one to five.
Enter the Approved monitoring policy reference and record approval only when the referenced policy has actually been approved. If your policy requires explicit monitoring evidence for each call, do not assume a recording notice alone supplies it. Saved settings cannot override missing call-specific evidence or an unsupported route.
Keep disclosure and recording distinct
Company info identifies the agent as AI and includes the recording-disclosure setting. Review your approved wording and recording practices before activation. Do not turn off disclosures to improve a test result or claim that a platform checkbox is a universal legal compliance certification.
Listening live is not proof of a complete final recording. Human audio, transcript and recording coverage can differ. The panel and final call record should be used to understand what was actually captured.
Handle access changes and stale state
If a control becomes disabled after a role or policy change, refresh the saved state and ask the workspace administrator to confirm access. Do not share another person's login or bypass the role check. A stale live view also pauses controls even when the user normally has permission.
If a policy save reports a version conflict, close and reopen the settings panel to review the newer saved configuration. Reconcile the differences rather than overwriting another administrator's changes blindly.
Share support evidence safely
Use authorized internal views for full customer details. For public tickets or screenshots, remove unnecessary customer information and never include credentials, payment details or private recordings. Send a support reference, agent label, approximate call time and the specific failed stage through the approved support channel.
Exports contain customer information and should follow your company's storage and sharing policy. Grant export access only to staff who need that operational data.