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Engage Voice
Historical dashboards: Billing Period Overview
Last updated on July 7, 2022
The Engage platform provides several dashboards that provide data on current usage 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.
The Billing Period Overview dashboard provides an overview of used licenses, and details your actual system usage and how it affects counted licenses for selected billing period(s). To see the 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.
You can apply these filters in this dashboard.
- 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 30th of January 2020.
Known bug: Interval end-date data is not included in the report. For example, if the interval chosen is ‘2020-01-01 to 2020-01-31’, only data for ‘2020-01-01 to 2020-01-30’ will be displayed. - Account ID: ID number for the account whose data you want to be displayed.
- Account: Name of the account whose data you want to be displayed.
- Category: Filter for a specific category.
Under the Billing Period Overview Dashboard, you’ll find sections labeled Billing Period Summary, Usage Summary, and Usage Details.
Note: Individual phone numbers are not shown in this dashboard. Instead, applied rates are grouped by Category usage by account numbers and contact number’s country code.
Billing Period Summary
This section provides the billing period summary for the selected billing period(s) on the main account level. Engage Voice provides the number of used licenses for closed billing periods only.
This report will show only a certain number of recurring prepaid licenses for open billing periods. The list of licenses for your current billing period is based on your 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 includes three reports: Billing Interval Package, Prepaid Summary, and Postpaid Summary.
- The Billing Interval Package lists the billing interval or the two dates selected 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 you see no second date in an interval value, the data for that billing interval will be incomplete.
- Package: Product package associated with your account. Each package represents one service you subscribe to. All licenses in that package or service are listed in the License heading in the Prepaid and Postpaid Summary reports.
Prepaid Summary and Postpaid Summary
Note: The Prepaid Summary and the Postpaid Summary have the same attributes, but different data. If a 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 Engage Voice services or resource consumption is classified. Category types are not 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 summarizes your account usage for the selected billing interval(s). You can choose to organize the data in this section at the main account level, or by account. 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.
Clicking on a value on the table drills into a report usage for that given category by day.
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 you see no second date in an interval value, the data for that billing interval will be incomplete.
- Category: How services or resource consumption is classified. Read Category types to learn more.
- Units: Type of value to be counted.
- Count: The number 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 any other accounts.
Usage Details
This section provides 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 that category for a given day.
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 you see no second date in an interval value, the data for that billing interval will be incomplete.
- 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: The Product Type and Product attributes provide 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 of the Billing Period Overview report, categories are defined as the usage of services or resources.
Category types in this section:
- 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. 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. (A manual outbound call is a call dialed by an agent. This category does not include calls dialed by the Engage automated dialer system.) Measured in minutes.
- Outbound On-Net Transport: This category aggregates 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. (An autodialer outbound call is a call made by the Engage automated dialer, not 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. 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). This category tallies up the charges for all inbound international calls to the account. Indicates the number of cents spent on Inbound calls to IVNs.
- IVR Processing: The duration of calls in an IVR, metered additionally to the transport rate. Measured in minutes.
- Outbound Toll-Free Transport: Indicates aggregated outbound call durations made to North America toll-free numbers. The customer is not charged for this usage category, and it 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. This category tallies up the charges for all outbound international calls to the account. 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 who have enabled SSO. To aggregate the named users count, we use the RingCentral MVP agent extensions. If an agent was registered in more than one Engage Voice sub-account with the same RingCentral agent extension, those agent accounts count 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 aggregates the number of Engage Voice agent IDs. For this attribute, one agent may have several accounts. One agent account per sub-account. This usage category is applied to legacy customers who do not have SSO.
- Concurrent Legacy Core Seats: Maximum 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 the billing interval, calculated over the entire account.
- Login Minutes: Indicates the aggregated time users were logged into Engage Voice. For example, 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. The data generated by Login Minutes are further broken down by Agent ID, or the unique numerical identifier attributed to each agent.
- In-Platform DID 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 RingCentral MVP and not in Engage Voice. Special cases only. Aggregates customers' TF 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. If an agent uses text-to-speech 10 times in one IVR call, it counts as 10 invocations. The number of invocations is the number of API calls made to a third-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 on which ‘text to speech’ was used in an IVR. If you use text-to-speech 10 times in one IVR call, it counts as one call.
- IVR Speech Recognition Call Count: Number of calls in which ‘speech recognition’ was used in an IVR. If you use speech recognition 10 times in one IVR call, it counts 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 in a given chat session.
- In-Platform MMS: If in-platform MMS is used, then this usage metric counts the number of sent and received messages in a given chat session.
- Call Recording: Indicates the number of call recordings that were stored by Engage Voice within the requested time interval.