Troubleshoot search results

    Who can use this: Any team member

    Available on: Any Gong plan

    Ideal for: Sales rep

If your search doesn't return the results you expect, look for the issue below that best matches what you're seeing.

A call is missing from search results

If you know a call was recorded but cannot find it in search, work through these checks in order.

To check why a call is not appearing:

1. Check your workspace. Search only returns calls from the workspace you are currently in. If the call was recorded in a different workspace, switch to that workspace and search again.

2. Check your permission profile. Your permission profile controls whether you can access a call, but restricted calls may still appear in Search. If you don't have access, you may see limited information or an access-denied message when you try to open the call.

3. Check whether the call is private. Private calls can appear with limited metadata, such as the call owner and date and time. Only the owner, internal participants, or people the owner explicitly shared the call with can access the content..

4. Check whether the call has finished processing. A call may not be searchable until processing is complete. If the call was recorded recently, wait a few minutes and try again.

5. Check participant association. If a participant filter doesn't return the expected call, verify that participant information is associated with the recording. Uploaded calls don't include participant metadata, so participants aren't identifiable until speaker names are assigned after analysis.

A scorecard filter returns fewer results than expected

Scorecard filters in Search respect scorecard visibility settings and your permissions. If a call appears on the call page with a scorecard but is missing from a scorecard-filtered search, this is likely a visibility or permissions mismatch. If visibility and permissions look correct and the issue persists, contact your admin or Gong Support.

To troubleshoot incomplete scorecard-filtered results:

1. Open the call page directly. If the scorecard and overall score are visible, this points to a Search visibility mismatch rather than a missing score.

2. Check the scorecard visibility setting. Gong's documented options include Everyone at your company, Team members scored and their managers, Manager, and Scorer. Confirm that the viewer has the required access, including View all answered scorecards where applicable.

3. To see scorecard results outside of search, export from Assets > Scorecards > AI Call Reviewer > Settings > More actions > Export to CSV, or open calls individually from the call page.

Note:

Scorecard search results may vary depending on the scorecard's visibility settings and the viewer's permissions.

A CRM filter appears but returns no results

CRM Search filters use fields imported from your CRM. If a filter returns no expected results, ask your admin to verify that the field is selected for import and that the CRM data is available in Gong.

To check why a CRM filter is returning no results:

1. Verify the field is selected for import. Ask your admin to confirm that the CRM field is selected in the CRM field import settings in Admin center.

2. Check whether the import is complete and the data is available in Gong. After a field is added for import, it may take time for the data to become available. Admins can check the import status in the CRM integration settings.

3. Confirm the field type is supported. Reference-type CRM fields can't be used as Search filters and won't return results, even after they're imported.

Filters I previously had are no longer visible

The default filter set in Conversations > Search can be customized. If a filter you previously used is no longer visible, it may have been removed from your filter panel.

To restore a missing filter:

1. Click +Add filters at the bottom of the filter panel.

2. Find the filter you want to add and select it.

3. Click Apply.

To restore the default set of five filters, open the + Add filters dialog and select Reset to default filters.

Frequently asked questions