Estimated Billing Duration Report

This report provides additional metrics on the cost of running services and campaigns for the selected search criteria.

Search Criteria

To access the Estimated Billing Duration Report, navigate to Review > Billing Reports > Estimated Billing Duration Report. This takes you to the Estimated Billing Duration Reporting search tool to choose the parameters for generating the report.

This report will NOT provide current day data and may only be generated with a start and end time frame no greater than 31 days. Data can be generated from up to 270 days back.

Specify the following options to generate the report. Only date range is required to generate the report and rest of the fields are optional. These optional fields can be used to get the specific records.

Date Range: Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
- Under the Range tab, you can select the date range.
- Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.
Call Center: Select a call center with a drop-down menu.
- Multiple Call Center Selection: Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
  - Search the required call center by typing the text in the Search textbox.
  - Click a call center from the Available column to move it to the Assigned column.
  - Click the Assign All button to add all the available call centers to the Assigned column.
  - Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
  - Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
Service: A particular service can be selected using the service drop-down menu. If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.
- Multiple Service Selection: Clicking on the link next to the Service drop-down menu will open the Service Selection window:
  - Search the required Service by typing the text in the Search textbox.
  - Click a service from the Available column to move it to the Assigned column.
  - Click the Assign All button to add all available services to the Assigned column.
  - Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.
  - Click the Remove All button to remove all the assigned services. They will be moved to the Available column.
Drill By: Enables you to separate charges based on the following:
- Answering Machine On/Off: Provides a break out of services that had Answering Machine Detection turned on compared to those services that had Answering Machine Detection turned off.
- Attended/UnAttended: Provides a break out of those services that used agent desktop compared to those services that did not.
- Attended/UnAttended/QuickConnect: Provides an additional break out for those services using agent desktop, services using LiveVox Quick Connect functionality, and those services that did not use either.
Service Type: Select the specific agent for whom you want to view the report.
- Multiple Agent Selection: Clicking on the link next to the Agent drop-down menu opens the Select Agent window.
  - Search the required agent by typing the text in the Search textbox.
  - Click an agent from the Available column to move it to the Assigned column.
  - Click the Assign All button to add all the available agents to the Assigned column.
  - Click an agent from the Assigned column to remove the assigned call center. It will be moved to the Available column.
  - Click the Remove All button to remove all the assigned agents. They will be moved to the Available column.

Generate Report and Results

Report columns and sequences can be easily modified to provide you with a report view that is important to your business operation.

Column Customization

To customize columns:

Click the cog icon in the upper-right of the Results panel. You are presented with the Customize Column window.
Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See below the Generate Report section for more information on available fields in the report.
Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
Click Ok to update the view.

Generate Report

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The generated report contains the following result columns.

Call Center: Name of the call center
Service: Name of the service
Total Calls: Total number of dials attempted including records code as Not Connected and excluding records code as Not Made
Connected Calls: Total number of calls connected to a live party or machine (answering machine, fax, etc.)
Operator Transfers: Total number of attempts to bridge connections into agents
Successful Operator Transfers: Total number of attempted operator transfers that successfully connected to an agent
Estimated IVR Duration (Mins): Total minutes of IVR time for all connected calls
Estimated Transfer Duration (Mins): Total call duration for all successful operator transfers in minutes
Estimated Duration (Mins): Total call duration in minutes including both Rounded IVR Duration and Rounded Transfer Duration
Estimated Charge: Total charges
Average Charge per Call: Charges divided by Connected Calls

Additional Buttons

To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, CSV.
To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.

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