Engage Voice 
Historical dashboards: Billing Period Overview

Table of contents

The Engage platform provides several dashboards organized by categories that provide data on current information. Most of the reports used in dashboards can be found in the Standard folder of Historical reports. Read more about them in Historical reports reference.
 
Note: Dashboards and reports that reference digital data are reserved for future use.

Helpful hint!

Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.

Billing Period Overview

The Billing Period Overview dashboard provides an overview of used licenses, as well as actual usage and how it affects counted licenses for selected billing period(s). To see full details of your account, you need to have the appropriate level of access. Otherwise, the displayed data will be limited to the rights docs assigned to you. 
 
Learn more about Roles and docs in Intro to admin roles
 
Under the Billing Period Overview Dashboard, you can find several sections, namely Billing Period Summary, Usage Summary, and Usage Details

Billing Period Summary section

This section provides the billing period summary for the selected billing period(s) on the main account level. The number of used licenses is provided for closed billing periods only.
 
For open billing periods, only a number of recurring prepaid licenses will be shown. The list of licenses for the currently open billing period is based on the previous billing period.
 
The number of used licenses — which is displayed once the billing period is closed — is based on the certain usage of services or resources named Category. Further sections of the dashboard give more details on each category usage.
 
The Billing Period Summary section consists of three reports, namely Billing Interval Package, Prepaid Summary, and Postpaid summary. Billing Interval Package lists the billing interval or the two dates selected that are associated with a product package. The Prepaid Summary report includes all recurring licenses tagged as Prepaid under Category. The Postpaid Summary report includes all licenses except those tagged as Prepaid.

Billing Interval Package

This section provides information about the package used in a particular billing period.
  • Billing Interval: Billing interval selected by the user. For example, selecting an interval of ‘2020-01-01’ to ‘2020-01-31’ will display data related to a closed billing interval that started on the 1st of January 2020 and ended on the 31st of January 2020. If there’s no second date in an interval value, that means that this interval is still incomplete and therefore the data for that billing interval is not yet full.
  • Package: Product package associated with your account. Each package represents one service you are subscribed to, while all licenses in said package or service are listed under License.

Prepaid Summary and Postpaid Summary

Note: The Prepaid Summary and Postpaid Summary, while separate sections have the same attributes but different data. If the billing period is closed, it will be posted in Postpaid Summary. 
  • Billing Interval: Billing interval selected by the user. For example, selecting an interval of ‘2020-01-01’ to ‘2020-01-31’ will display data related to a closed billing interval that started on the 1st of January 2020 and ended on the 31st of January 2020. If there’s no second date in an interval value, that means that this interval is still incomplete and therefore the data for that billing interval is not yet full.
  • License: Licences associated with your account. 
  • Category: How services or resource consumption is classified. Read Category types to learn more. Category types will not be listed in Prepaid Summary but will be identified as just ‘Prepaid’ instead. 
  • License ID: Identification code associated with a particular license. 
  • License Quantity: Count of service resource usage.

Usage Summary

This section provides the usage summary for the selected billing interval(s) aggregated on the main account level, or sliced by account, where applicable. Categories are measured in various units, and this is displayed in the Units column, which should be applied to the count value in the Count column.
 
If you click on a value on the table, it will show the usage for that given category by day. 
 
Listed below are the attributes in this section: 
  • Account: The sub-account to be reported on.
  • Account ID: The ID of the account that needs to be viewed.
  • Billing Interval: Billing interval selected by the user. For example, selecting an interval of ‘2020-01-01’ to ‘2020-01-31’ will display data related to a closed billing interval that started on the 1st of January 2020 and ended on the 31st of January 2020. If there’s no second date in an interval value, that means that this interval is still incomplete and therefore the data for that billing interval is not yet full.
  • Category: How services or resource consumption is classified. Read Category types to learn more.
  • Units: Type of value to be counted.
  • Count: Count of units.
  • Duration (Mins): The total amount of time (in minutes) of a particular value.
Note: If you only have permission to see a particular account or sub-account, you won’t see other accounts.

Usage Details

This section provides the detailed usage by sub-account breakdown. It includes usage units, counts, and duration for each DNIS. A DNIS listed is one agent. Clicking on a value in the table will show the usage of a given DNIS for the given category by day.
 
Listed below are the attributes in this section:
  • Account: The sub-account to be reported on.
  • Account ID: The ID of the account that needs to be viewed.
  • Billing Interval: Billing interval selected by the user. For example, selecting an interval of ‘2020-01-01’ to ‘2020-01-31’ will display data related to a closed billing interval that started on the 1st of January 2020 and ended on the 31st of January 2020. If there’s no second date in an interval value, that means that this interval is still incomplete and therefore the data for that billing interval is not yet full.
  • Category: How services or resource consumption is classified. Read Category types to learn more. 
  • Product Type: Displays products by type.
  • Product: Displays product name.
  • DNIS: Phone number(s) associated with your account.
  • Units: Type of value to be counted.
  • Count: Count of units.
  • Duration (Mins): The total amount of time (in minutes) of a particular value.
Note: Product Type and Product provides additional information for categories related to digital queue information for SMS/MMS count, as well as the name of the IVR for IVR related activities.

Category types

In each section for the Billing Period Overview report, categories are defined as usage of services or resources that are listed and categorized accordingly under the Category column. Below are the different types of categories you might encounter.
  • BYOT Transport: Transport category that includes inbound calls via a dedicated SIP trunk. Indicates the duration of BYOT leg measured in minutes.
  • Inbound Local Transport: Inbound calls category. Includes all inbound calls arriving to domestic North America phone numbers (NADP) registered as an Engage Voice contact center routing number in RingCentral MVP. Does not include toll-free numbers or international numbers. For example, calls received at +16503328094 are considered domestic inbound. The duration is measured in minutes.
  • Outbound Conversational Local Transport: Outbound calls category. Includes all manual outbound calls made from Engage Voice to North America phone numbers. Does not include outbound calls to international numbers. For example, calls made to +16503328094 are considered domestic outbound. Manual outbound call means that a call dialed by an agent either by manually punching in numbers or via click-to-dial, and does not include calls dialed by Engage automated dialer system. Measured in minutes.
  • Outbound On-Net Transport: This category is used to aggregate the durations of transfers and agent legs within the Engage Voice and RingCentral MVP networks. Measured in minutes.
  • Outbound Dialer Local Transport: Outbound calls category. Includes all auto dialer outbound calls made from Engage Voice to North America phone numbers. Does not include outbound calls to international numbers. For example, calls made to +16503328094 are considered domestic outbound calls. Autodialer outbound call means that a call was made by the Engage automated dialer and not manually by an agent. Measured in minutes.
  • Inbound Toll-Free Transport: Inbound calls category. Includes all inbound calls arriving to Toll-Free North America phone numbers registered as an Engage Voice contact center routing number in RingCentral MVP. Does not include domestic numbers or international numbers. For example, calls received at +18001122333 are considered Toll Free NA calls. Measured in minutes.
  • Inbound International Transport: Inbound calls category. Includes all inbound calls arriving to international numbers registered as an Engage Voice contact center routing number in RingCentral MVP. Also known as IVN (International Virtual Numbers). Given the multiple rates by destination, this category represents a generic roll-up of charges for all inbound international calls to the account. Indicates the number of cents spent on Inbound calls to international numbers.
  • IVR Processing: The duration of calls in an IVR, metered additionally to the transport rate. Duration is measured in minutes.
  • Outbound Toll-Free Transport: Indicates aggregated outbound call duration made to North America toll-free numbers. For example to +18001122333. The customer is not charged for this usage category. This category is not mapped to any license.
  • Outbound International Transport: Outbound calls category. Includes all outbound calls made from Engage Voice account to an international number. Given multiple rates by destinations the category represents a generic roll-up of charges for all outbound international calls to the account. The category indicates the number of cents spent on Outbound calls to international numbers.
  • Named Core Seats: Number of unique agents logged in during the billing interval (by main account). This category is used for customers that have SSO enabled. To aggregate the named users count, we use the RingCentral MVP agent extension. If the agent was registered in more than one Engage Voice sub-account with the same RingCentral agent extension, we will count these agent accounts as one agent seat.
  • Named Legacy Core Seats: Number of the unique agents logged in during the billing interval (by subaccount). Named Legacy Users Count indicates the aggregated number of Engage Voice agent IDs. It differs from Named Users Count since one agent may have several accounts. One agent account per sub-account. This usage category is applied for legacy customers that do not have SSO.
  • Concurrent Legacy Core Seats: Max number of concurrently logged in agents during the billing interval (max per subaccount, and then summed up).
  • Concurrent Core Seats: Max number of concurrently logged in agents during billing interval calculated over the entire account.
  • Login Minutes: Indicates the aggregated time users were logged into Engage Voice. If agent 1 was logged in for five minutes and agent 2 was logged in for 10 minutes, this category will indicate 15 minutes. The time is allocated to the day that the session ended to ensure that we don’t lose data for very long login sessions.
  • In-Platform DID Number: Domestic DID registered in the legacy Engage Voice system. Usually applies to existing customer base. In most cases, customers will have phone numbers registered in RingCentral MVP and not in Engage Voice. Special cases only. Aggregates the customer's phone numbers owned by the bandwidth carrier.
  • In-Platform Toll-Free Number: Toll-Free number in legacy Engage Voice system. Usually applies to existing customer base. In most cases, customers will have phone numbers registered in RCO and not in EV. Special cases only. Aggregates customer's TF phone numbers owned by the bandwidth carrier.
  • Disconnect Scrub: Used during outbound dialing. Disconnect Scrubbing refers to a third-party integration that looks up system dispositions of ‘no-answer’ and determines whether they’re actually no-answers or if they’re simply ‘disconnects.’ Note that disconnect scrubbing is only performed if the first pass results in a no-answer. Number of scrubs used is the number of scrub invocations.
  • IVR T2S Invocations Count: Number of ‘text to speech’ invocations. This means that if you use text to speech 10 times in one IVR call, we count it as 10 invocations. Engage Voice uses 3rd party integration for text to speech services. The number of invocations is the number of API calls made to a 3rd party service to convert text to speech.
  • IVR Speech Invocations Count: Number of ‘speech recognition’ invocations means if you use ‘speech recognition’ 10 times in one IVR call, we count it as 10 invocations. The number of invocations is the number of API calls made to a 3rd party service to convert speech to text.
  • IVR Speech Recognition Duration: This usage category is used for new customers. The customer is charged for ‘Speech Recognition’ based on the speech duration. Duration is measured in minutes.
  • IVR T2S Calls Count: Number of calls where ‘text to speech’ was used in an IVR. Text to speech per call means if you use text to speech 10 times in one IVR call, we count it as one call.
  • IVR Speech Recognition Call Count: Number of calls where ‘speech recognition’ was used in an IVR. Speech recognition per call means if you use speech recognition 10 times in one IVR call, we count it as a single call.
  • Local Connect Bucket: Indicates the total number of local Caller ID buckets at any time during the billing interval. A Caller ID bucket represents a selection of phone numbers with different area codes.
  • In-Platform SMS: If in-platform SMS is used, then this usage metric counts the messages. Counts SMS for an agent chat session is sent or received.
  • In-Platform MMS: If in-platform MMS is used, then this usage metric counts the messages. Counts MMS for an agent chat session is sent or received.
  • Call Recording: Indicates the number of call recordings that were stored within the requested time interval.
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