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

| Tip
⚡ 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 ringback 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:
6. `Delta = Logs – Other_Timer` e.g., `03:42 – 03:35 = 7 s` → normal.
7. Export the entry (CSV/PNG) for audit if required. Expected outcome: Call Logs duration matches invoice data; variance ≤ 10 s.

![Opening dashboard and call logs](https://content.api.getguru.com/files/view/d9f1e642-afd9-424a-ac6b-cf8b6edbf12f)

---

## 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 > 10 s 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.

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