Applies to: Call Logs in the MyOperator web/app where any of the following looks wrong: timestamp, duration, caller number (CLI), user/department, or call type (Connected/Missed/Voicemail).

Goal: Get your logs to display correct local times and accurate data; collect the right evidence if escalation is needed.
Time needed: 10–15 minutes.
You’ll need: Access to Design Call Flow → Advanced Settings and to Call Logs/Exports.

Prerequisites

• Have 2–3 recent examples (within last 24 hours) where the log looks wrong.
• Ability to change the account time zone and re-export logs if needed.
• If you use CSV exports/API, be ready to open the file in a clean sheet (no auto-conversion).

Terminology
Timestamp = start time shown for the call.
Duration may mean ring + talk + wrap (total) or talk only, depending on view.
CLI = Caller Line Identification (caller’s number).

Step 1: Define the inaccuracy with 2–3 examples

1. Open Dashboard → Call Logs.
2. For each suspect call, note: Date/Time (IST), Call Type, Expected vs Seen.
3. If available, capture the Call/Recording ID.

Step 2: Verify account time zone (panel setting)

1. Go to Manage → Design Call Flow → Advanced Settings → Inbound Settings → Time Zone.
2. Set to your business time zone (e.g., IST, UTC+05:30).
3. Save, refresh Call Logs, and recheck your examples.

Step 3: Check device/browser time and display format

• Ensure your device clock & time zone are correct (OS settings).
• If you changed 12-hour/24-hour display, refresh the browser/app.
• On mobile, verify the app permissions and that “Automatic date & time” is enabled.

Step 4: Review filters, date range, and export behavior

• In Call Logs, confirm Date Range and Filters (Type/Agent/Department) match your expectation.
• For CSV export, check:
• If the export is in UTC or account time zone (then Excel/Sheets may auto-shift).
• Set the column to Text before importing or explicitly set the time zone in Sheets.
• If you use Pivot/BI tools, ensure they’re not applying an extra offset.

Step 5: Confirm call ownership (user/department mapping)

• If the User/Department looks wrong, check recent changes:
• Departments/Users renamed or reassigned?
• Ring strategy/overflow sending the call elsewhere?
• Sticky Agent reconnecting to a prior agent?
• Validate mapping in Manage → Numbers (number → correct Live Call Flow), and in Design Call Flow → IVR/Menu (digits map to the intended destination).

Step 6: Understand duration math (ring vs talk vs total)

• Connected calls may show Total duration (ring + talk) in one view and Talk time in another.
• Transfers/queues can split time across legs; some reports show per-leg durations.
• Re-open the call detail to see which duration definition the view uses.

Step 7: Special cases (voicemail, transfers, DST, API/webhook)

• Voicemail: Timestamp usually reflects when the message was recorded; duration is the message length, not ring time.
• Transfers/Conferences: Expect multiple legs; confirm which leg you’re viewing.
• DST changeover (non-IST regions): Logs near DST shift can appear 1-hour off if time zone was changed late.
• API/Webhooks/Integrations: If you parse timestamps:
• Use the documented time zone/format (e.g., ISO 8601).
• Watch for epoch ms vs seconds (1000× error shows dates in 1970/51300s).
• Ensure your CRM/BI doesn’t re-offset already local times.

Verify success

Your 2–3 example rows now show:

• Correct local timestamps aligned with device time.
• Durations consistent with the call detail (and definition).
• Correct user/department and caller number.

Troubleshooting & edge cases

• Times still off by a fixed offset (e.g., +1h): Re-save account time zone → log out/in → hard refresh (Ctrl/Cmd+Shift+R).
• Only exports are wrong: Treat export as UTC in your sheet and convert using your locale function; or change import format to raw text.
• Caller number format odd (e.g., missing +, leading zeros): Ensure E.164 formatting at ingest; check CRM normalization rules.
• User/department wrong only after transfers: Inspect the final leg; verify overflow/round-robin rules.
• API data differs from UI: Confirm you’re not double-applying time zone in code; log a raw example payload.