Why does the call timer keep counting in the Live Call Widget even after both parties hang up?
⚡Quick answer -
The Live Call Widget shows a near-real-time estimate. After the caller and agent disconnect, the widget timer can continue for 2–10 seconds while MyOperator finishes post-call tasks (log write-back, recording upload, analytics).
Billing and analytics never use this temporary value—they rely on the final duration stored in Call Logs.
When should I use this guide?
Follow these steps if you (or an auditor) notice that the Live Call Widget keeps ticking after hang-up and you want to confirm:
• that your invoices aren’t inflated, and
• What thresholds are “normal” vs. “investigate”.
📕Table of Contents
- What the widget counts vs. the final record
- Prerequisites
- Watch the video walkthrough
- Verify the billable duration (step-by-step)
- Workflow
- Normal vs. investigate thresholds
- Flip-side: when the widget really is wrong
- Troubleshooting matrix
- Related Articles
What the widget counts vs. the final record
Time segment | Live Call Widget | Call Logs (billing) |
Carrier connect + first IVR ring | ✔︎ shows ticking | ✔︎ authoritative |
IVR & queue audio | ✔︎ | ✔︎ |
Agent talk time | ✔︎ | ✔︎ |
Transfers/conferences | ✔︎ | ✔︎ |
Post-call wrap & recording upload (2–10 s) | ✔︎ continues | ✔︎ (exact seconds) |
Key takeaway: Only the Call Logs entry is used for invoices, SLA charts, and reports.
Prerequisites
- Owner, Admin, or Supervisor role that can open Dashboard → Call Logs.
- Call UID or the caller number + approximate timestamp.
- (Optional) Screenshot or photo of the Live Call Widget timer for comparison.
Watch the video walkthrough
Verify the billable duration (step-by-step)
- Open Call Logs → search by UID / number/time window.
Alt text: Opening dashboard and call logs
- Click ▶ to open Call Details and note Call Duration.
- Compare the Call Logs duration with the widget’s displayed duration.
- Delta ≤ 10 s = normal; proceed to next call.
Workflow
Alt-text: “Timeline: Live Call Widget stops a few seconds after caller/agent leg disconnects; Call Logs capture final time.”
Normal vs. investigative thresholds
Scenario | Action |
Timer stops ≤ 10 s after hang-up and Call Logs show expected duration | Normal—no action |
Timer keeps counting 15s+ or still shows “Connected” | See Troubleshooting |
Call Logs duration > handset talk-time by > 20 % on ≥ 5 calls | Open Support ticket |
Flip-side: when the widget really is wrong
The widget can misbehave if:
- Browser tab sleeps (mobile Chrome/iOS background).
- Local clock drift ± > 30s—widget uses client time for live ticker.
- Network loss > 10s during post-call sync.
- Fix: refresh the tab or reopen the dashboard. If the issue persists for all agents, capture console logs and escalate.
Troubleshooting matrix
Symptom | Likely cause | Quick fix |
Timer shows “Connected” 30 s after hang-up | Browser cache/tab sleep | Hard-refresh (Ctrl + Shift + R) |
Widget delta > 15s on every call | Slow recording upload (large files) | Check bandwidth; disable stereo recording |
Widget matches handset, but Call Logs are longer | Warm transfer/hold music counted | Expected—Logs are billable |
Call Logs longer by > 20s | Mis-routed IVR / long queue | Shorten IVR or enable callback |
Escalate to Support with: Call UID, widget screenshot, Call Logs export, network trace (if any).
Related Articles
• Why is the Call Logs duration longer than the customer’s phone timer?
• How does post-call recording sync work in MyOperator?
• Reconciling carrier CDRs with MyOperator Call Logs.
Keywords - live call widget timer, post-call processing, call duration mismatch, myoperator billing seconds, ui refresh lag
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