Engage Voice | Scheduled Reports: Billing reports

Table of contents

Notice

Scheduled Reports will soon be deprecated and will only be available to old customers prior to October 15, 2021. Historical analytics will be available to new customers. Check out Historical reports and dashboards. 

Agent Billing Report

  • Agent ID: Identification number of the agent.
  • Agent Name: Name of the agent.
  • Username: Username of the agent.
  • Team: Information (if any) entered in the Team field of the agent configuration.
  • Extern ID: External ID (if any) entered in the Ext. Agent ID field of the agent configuration.
  • Weekday Calls: Number of calls taken by the agent on weekdays not classified as short calls. This includes outbound calls and inbound calls with a duration longer than the Short Call Time set on the inbound queue.
  • Weekday Short Calls: Number of calls taken by the agent with duration less than Short Call Time set on the inbound queue Monday-Friday.
  • Weekday Talk Time: Total time the agent was engaged on calls during the weekday (Monday to Friday).
  • Weekday Login Time: Total time the agent was logged during the weekday (Monday to Friday).
  • Weekday Break Time: Total time the agent was in break status during the weekday (Monday to Friday).
  • Weekday Work Time: Total time the agent was logged in during the weekday (Monday to Friday), minus any break time, away time, lunchtime, and training.
  • Weekend Calls: Number of calls taken by the agent on weekend days not classified as short calls. This includes outbound calls and inbound calls with a duration longer than the Short Call time set on the inbound queue.
  • Weekend Short Calls: Number of inbound calls taken by the agent on weekend days with duration less than the short call time set on the inbound queue.
  • Weekend Talk Time: Total time the agent was engaged on calls on weekend days.
  • Weekend Login Time: Total time the agent was logged in on weekend days.
  • Weekend Break Time: Total time the agent was in break status on weekend days.
  • Weekend Work Time: Total time the agent was logged in on weekend days, minus any break time, away time, lunch time, and training.

BDR Call Recordings Report

This report shows call recordings stored in a system for a given period of time associated with a call’s UII and the inbound call duration (to the nearest six-second increment for billing).
  • Account ID: ID number for the account the agent is connected to.
  • UII: The unique identification number for the call.
  • ANI: The number of the caller.
  • DNIS: The number the caller dialed to reach the queue.
  • Type: The call made from ACD (inbound), Manual (manual outbound dialer), IVR Studio, etc.
  • Duration: The length of the call rounded to a six-second billing increment.
  • Recording URL: The link of the call recording.

BDR Cloud Out Report

This report shows calls that used the Cloud functionality. This helps provide more visibility for invoicing. All durations are rounded to the nearest six-second increment.
  • Account ID: ID number for the account the agent is connected to.
  • UII: The unique identification number for the call.
  • Call Date: The date when the call was made.
  • ANI: The number of the caller.
  • DNIS: The number the caller dialed to reach the profile.
  • Transfer Dest: The destination of the call. Cloud profiles take inbound calls and allocate them to be sent to an assigned destination. There can be more than one destination.
  • Source Type: The source of the call. This will show whether the call comes from the IVR studio initially or come directly into the cloud.
  • ID: The profile ID.
  • Desc: The name of the inbound queue.
  • Duration: The length of the call rounded to a six-second billing increment.
  • Call Type: The type of call that was made. This can be a local call, SIP, or an international call.
  • Jurisdiction: INTER or INTRA. INTER meaning interstate, INTRA meaning intrastate.

BDR Current DNIS Assignment Report

This shows all DNIS on the account and type (local, pseudo-sip, TFN), as different monthly rates apply to each type.
  • Account ID: ID number for the account the agent is connected to.
  • DNIS: The number the caller dialed to reach the queue.
  • DNIS Type: The destination or endpoint type. This can be a local number, a pseudo-SIP number, or a TFN.

BDR Dialer Report

This report details a breakdown of billing records for outbound dialing in your account.
  • Account ID: ID number for the account the agent is connected to.
  • UII: The unique identification number for the call.
  • Call Date: The date of the outbound call.
  • ANI: The number being dialed.
  • DNIS: The number of the caller if an outbound call.
  • ID: The unique identifier of the outbound campaign.
  • Desc: The name of the outbound campaign.
  • Duration: The length of the call rounded to a six-second billing increment.
  • Jurisdiction: Indicates an interstate or intrastate call.
  • Billing Code: The billing code associated with the callee.

BDR Disconnect Scrub Report

This shows a breakdown of billing records for any client using the Disconnect Scrub feature.
  • Account ID: ID number for the account the agent is connected to.
  • Date: A date within the report date range on which one or more users were logged in.
  • Campaign ID: Identifiers for the campaign in that section.
  • Campaign Name: Name of the campaign.
  • Leads Scrubbed: Comprising of two separate data points: Leads and Scrubbed. Leads are the leads that were run through the platform. Scrubbed are the leads that were removed in the scrub.

BDR DNC Scrub Report

This report details a breakdown of billing records for any client using an external DNC Scrub.
  • Account ID: ID number for the account the agent is connected to.
  • Date: A date within the report date range on which one or more users were logged in.
  • Campaign ID: Identifiers for the campaign in that section.
  • Campaign Name: Name of the campaign.
  • Leads Scrubbed: Comprising two separate data points: Leads and Scrubbed. Leads are the leads that were run through the platform. Scrubbed are the leads that were removed in the scrub.

BDR Inbound Report

This report details a breakdown of billing records for inbound calls in your account.
  • Account ID: ID number for the account the agent is connected to.
  • UII: The unique identification number for the call.
  • Call Date: The date of the inbound call.
  • ANI: The number of the caller.
  • DNIS: The number the caller dialed to reach the queue.
  • ID: The unique identifier of the inbound queue.
  • Desc: The name of the inbound queue.
  • Duration: The length of the call rounded to a six-second billing increment.
  • AppType: The application that presented the inbound call, such as ACD or IVR Studio.
  • CallType: Indicates whether the call is a local or toll-free call.
  • Jurisdiction: Indicates whether the call is an interstate or intrastate call.
  • Country Code: The country where the call originated.
  • Billing Code: The billing code associated with the caller.

BDR International Report

This report details a breakdown of billing records for international calls.
  • Account ID: ID number for the account the agent is connected to.
  • UII: The unique identifier for the call.
  • Call Date: The date of the call.
  • ANI: The number of the caller.
  • DNIS: The number of the caller if it’s an outbound call, or call receiver it’s an inbound call.
  • Destination: The destination of the call.
  • Prefix: The international prefix (numerical code) identifying the country.
  • Rate: The charge rate per six seconds to dial the country.
  • Duration: Total length of the call.

BDR Max Concurrent Users Report

This report details a record of the maximum number of concurrent logged-in users in your account, by date.
  • Date: A date within the report date range on which one or more users were logged in.
  • Max Concurrent Users: The maximum number of users who were logged in on a date.

BDR Reverse Match Report

This details a breakdown of billing records for any client using the Reverse Match feature.
  • Account ID: ID number for the account the agent is connected to.
  • UII: The unique identifier for the call.
  • ANI: The number of the caller.

Billing Usage Report

This report details a breakdown of billing categories by product for the date range selected. The report is broken down further into individual configurations, such as queue, agent, IVR, etc., and then it displays the count and sum of each metric.
  • Description: Phone number and location of each charge.
  • Count: Count of each metric.
  • Sum: Sum of each metric.
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