Genesys Cloud - Main

when some of my calls come in on the first ring the clock is already be at 18 to 30 seconds

Hello Stacey, 

THe call timer you are seeing during the interaction shows the total time since the interactions started (when the customer initiated the call), not just the time since it began ringing on your phone. This time includes the IVR and ACD/queue. So if a call spent 18-30seconds in an IVR flow and/or waiting in queue when it first rings to an agent the timer is going to show the elapsed time. 

Hope this helps!

It's worth checking if you change your status does that also not start at 0?  I'd suggest talking to your IT department to make sure your environment is syncing clock time.