Why does MyOperator sometimes show longer call durations than the customer’s phone, or keep the Live Call Widget running after hang-up?

Why does MyOperator sometimes show longer call durations than the customer’s phone, or keep the Live Call Widget running after hang-up?

⚡ Quick answer -

MyOperator meters every platform-handled second—from carrier connect through IVR, queue, talk time, transfers, and the 2-10 s post-call wrap when recordings upload.

• Call Logs = final, billable record.

• Live Call Widget = near-real-time estimate that may tick for 2-10 s after both legs disconnect.Because a handset timer starts only after the ring-back tone and stops at user hang-up, a delta ≤ 10 s is normal and never affects billing.

When should I use this guide?

Use it if finance, auditors, or agents notice either of these, and you need to confirm the correct billable value:

  1. Call Logs duration exceeds the caller’s phone timer, or
  2. The Live Call Widget keeps counting after hang-up.

1 — What each timer counts

Time segment

Live Call Widget

Call Logs (billing)

Customer handset

Carrier setup + first IVR ring

✔︎ ticking

✔︎ authoritative

Often excluded

IVR / menu prompts

✔︎

✔︎

Excluded

Queue/hold music

✔︎

✔︎

Excluded / partial

Agent talk time

✔︎

✔︎

✔︎

Warm transfer/conference

✔︎

✔︎ (adds seconds)

Usually excluded

Post-call wrap & recording upload (2-10 s)

✔︎ continues

✔︎ exact

Excluded

2 — Why the delta happens

• Platform meters IVR, queue, transfers, and wrap-up; the handset does not.

• Recording upload holds the call open 2-10 s.

• Carriers round seconds differently; variance ≤ 10 s is normal.

3 — Normal vs. Investigate Thresholds

Scenario

Action

Δ ≤ 10 s on isolated calls OR widget stops ≤ 10 s

Normal—no action

Δ > 15 s on multiple calls in the same hour

Investigate

Δ > 10 s on 5 + calls to the same queue

Investigate

Call Logs > handset talk-time by > 20 %

Investigate

4 — Prerequisites

• Dashboard ➜ Call Logs permission (Owner/Admin/Supervisor)

• Call UID or customer number + timestamp

• (Optional) Screenshot of handset timer or Live Call Widget.

5 — Verify the billable duration (step-by-step)

  1. Open Dashboard ➜ Call Logs.
  2. Search by Call UID or number/time window.
  3. Click the row ➜ Call Details.
  4. Note Call Duration and Recording Length.
  5. Compare with the widget timer: 
    1. Delta = Logs – Other_Timer  e.g., 03:42 – 03:35 = 7 s → normal.
  6. Export the entry (CSV/PNG) for audit if required. Expected outcome: Call Logs duration matches invoice data; variance ≤ 10 s.

image.png

Alt text: Opening dashboard and call logs

6 — When the widget really is wrong

The Live Call Widget can misbehave if:

  1. Browser tab sleeps (mobile Chrome / iOS background).
  2. Local clock drift ± > 30 s (widget uses client time).
  3. Network loss > 10s during post-call sync.

Fix: Hard-refresh (Ctrl + Shift + R) or reopen the dashboard. If the issue persists for all agents, capture console logs and escalate.

7 — Troubleshooting & escalation matrix

Symptom

Likely cause

Quick fix

Widget timer keeps counting 15 s + or still shows Connected

Browser cache/tab sleep

Hard-refresh

Widget Δ > 15 s on every call

Slow recording upload (large files)

Check bandwidth; disable stereo recording

Call Logs Δ > 20 % on ≥ 5 calls

Mis-routed IVR / long queue

Shorten IVR; enable callback

Frequent warm transfers inflate Logs

SOP issue

Avoid unnecessary warm transfers

Carrier double-ring inflates Logs

Telco

Open carrier ticket (Δ > 20 s)

Provide Support with: Call UID, widget screenshot, Call Logs export, and any network trace.

Keywords: call duration mismatch, live call widget timer, IVR time counted, MyOperator billing seconds, handset talk-time delta, wrap-up sync