Incorrect Talk Time Display in LeadSquared Application.

Problem Statement:

Some users have reported discrepancies in the Talk Time recorded via using the Call and SMS Tracker. For instance, even when a user speaks with a lead for 15 minutes, the application may show a significantly longer duration such as 8 hours as seen in reported case.

Root Cause:

The issue varies depending on the operating system of the user’s device:

1. iOS Devices:

   • When a user places a call to a lead directly from the lead details screen, the LSQ app must remain active or be returned to immediately after the call ends.

   • If the user does not return to the LSQ app promptly (e.g., returns several hours later), the system continues to track the session, resulting in inflated Talk Time.

2. Android Devices:

   • In some cases, users may be using a third-party dialer instead of the system or LSQ dialer to make calls.

   • These third-party dialers may not correctly report call durations back to the LSQ app, causing inaccurate Talk Time records.

Solution:

1. For iOS Users:

   • Ensure that after making a call from the LSQ app, the user returns to the app immediately upon call completion. This allows the app to correctly log the end of the call and avoid prolonged session tracking.

2. For Android Users:

   • Verify that the user is using the default system dialer to place calls.

   • Discourage the use of third-party dialers, as they may not be compatible with accurate tracking in the LSQ app.