Hi ​@Grant Rossi, 
 

When a user with a custom role can only see analytics for part of your team, it usually comes down to how that role is set up, especially the scope of access.

Here are a couple of things to zoom in on:

 1. Custom Role Settings

• Organizational Units (OUs) or Groups: Check if the role is restricted to specific OUs or user groups. If the missing user isn’t part of those, they won’t show up in the data.

• Filters & User Attributes: Some roles limit access based on things like department, job title, or location. The user you're looking for might not meet those filter criteria.

 2. The User’s Profile

• Group or OU Assignment: Make sure the user is actually assigned to the groups or OUs the role can access. Sometimes it’s just a case of being in the wrong “bucket.”

• Call Activity: If the user hasn’t made or received any calls, they won’t appear in call log analytics even if permissions are set correctly.

If everything looks good on your end and the user still isn't visible in reports, there could be a backend config issue or even a bug that needs deeper digging.

You can reach out to our support team for help by submitting a case here.

Hope this helps! Let me know if you need anything else.