Articles on: MyOperator

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


  1. What the widget counts vs. the final record
  2. Prerequisites
  3. Watch the video walkthrough
  4. Verify the billable duration (step-by-step)
  5. Workflow
  6. Normal vs. investigate thresholds
  7. Flip-side: when the widget really is wrong
  8. Troubleshooting matrix
  9. 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)


Tip

Key takeaway: Only the Call Logs entry is used for invoices, SLA charts, and reports.


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Prerequisites


  1. Owner, Admin, or Supervisor role that can open Dashboard → Call Logs.
  2. Call UID or the caller number + approximate timestamp.
  3. (Optional) Screenshot or photo of the Live Call Widget timer for comparison.


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Watch the video walkthrough



Verify the billable duration (step-by-step)


  1. Open Call Logs → search by UID / number/time window.
  2. Click ▶ to open Call Details and note Call Duration.
  3. Compare the Call Logs duration with the widget’s displayed duration.
  4. Delta ≤ 10 s = normal; proceed to next call.


Opening dashboard and call logs


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Workflow


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 15 s+ or still shows “Connected”

See Troubleshooting

Call Logs duration > handset talk-time by > 20% on ≥ 5 calls

Open Support ticket


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Flip-side: when the widget really is wrong


The widget can misbehave if:


  1. Browser tab sleeps (mobile Chrome/iOS background).
  2. Local clock drift ± > 30 s — widget uses client time for live ticker.
  3. Network loss > 10 s during post-call sync.
  • Fix: refresh the tab or reopen the dashboard. If the issue persists for all agents, capture console logs and escalate.


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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 > 15 s 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 > 20 s

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).


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  • 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

Updated on: 27/11/2025