Problem Statement: Call duration not correctly logged in activity history and phone call metrics report(SMS and call tracking app)
RCA
: The call is made using the iOS device, the user needs to keep the app open during the call due to certain restrictions imposed by Apple. When the app is in the background and brought to the foreground after the call there will be a mismatch in the duration posted.
Rsolution
: Even if the user puts the app in the background, he has to open the app ASAP so the end call can be detected otherwise background time can also be considered in call duration. Please refer to the below document regarding outbound call tracking in iOS.
PFB the help article
https://help.leadsquared.com/how-inboundoutbound-calls-are-recorded-in-the-leadsquared-application/ Resolution Category: Known Behaviour
