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Troubleshooting

Common issues and their solutions.

General Steps

If you're experiencing an issue not covered below:

  1. Refresh the page (++ctrl+r++ or ++cmd+r++)
  2. Check your browser — ensure you're using a supported, up-to-date browser. Try a different browser.
  3. Clear browser cache/cookies — old browser data can cause problems
  4. Check with colleagues — see if others are experiencing the same issue
  5. Note specifics — record the page you were on, steps taken, exact error message, and screenshots
  6. Contact support — see below

Login Issues

I can't log in to my account

  • Verify you're using the correct email address and credentials
  • Try resetting your password using the Forgot Password link
  • Clear your browser cache and cookies
  • Try using a different supported browser
  • Contact your organisation administrator if the issue persists

I'm locked out of my account

After multiple failed login attempts, your account may be temporarily locked. Wait 15 minutes and try again, or contact your administrator to unlock your account.

Dashboard and Data Issues

My reports aren't showing up

  • Check that the correct date range is selected
  • Verify the team and agent filters are not excluding results
  • Ensure call recordings have been uploaded and processed
  • Allow time for newly uploaded recordings to be analysed

Report scores seem incorrect

  • Review the scoring criteria in General Settings
  • Provide feedback on inaccurate reports to improve AI accuracy — see Providing Feedback
  • Contact Icana.AI support if issues persist

Why don't I see any data in Weekly Highlights or Performance Overview?

These sections populate after CallCoach has processed enough call recordings. This starts after initial integration with your call centre system. Metrics are updated weekly on Saturdays.

Audio and Upload Issues

My audio file won't upload

  • Check the file format is supported (.mp3, .wav, .mp4, .opus)
  • Verify the file size is within the 200MB limit
  • Try uploading in a different supported format
  • Ensure you have a stable internet connection

A specific call or chat wasn't processed

See the detailed troubleshooting guide in Dashboard Overview — Troubleshooting a Missing Call or Chat.

Browser Issues

The dashboard doesn't display correctly

  • Ensure you're using a supported browser (Chrome, Firefox, Edge, or Safari)
  • Clear your browser cache
  • Disable browser extensions that may interfere
  • Try using an incognito/private window

Version and Maintenance

Where can I find the version of CallCoach I'm using?

Version information is not typically displayed on the dashboard. If needed for a support request, Icana.AI support can identify the version based on your organisation's instance.

Are there scheduled maintenance periods?

If there is scheduled maintenance, Icana.AI will typically notify administrators in advance.

Contact Support

If your issue isn't covered here:

  • Internal support — contact your CallCoach Administrator or Team Leader for issues related to your organisation's data, agent setup, or user access
  • Technical support — contact Icana.AI Support at support@icana.ai for platform issues, feature malfunctions, or questions about advanced configurations
  • Chat widget — use the integrated chat widget in the bottom-right corner of the dashboard