Billing Duration Report

• Provides additional metrics on the cost of running services and campaigns for the selected search criteria.
• To access the Billing Duration Report click on the Billing Duration Report link from the Navigation Panel. This takes you to the 'Billing Summary' search tool to choose the parameters for the report.

• Date Range – Enables you to type in dates or choose them using the calendar dropdown buttons. The calendar allows you to select the start and end date range.
• Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. 
  • Multiple sequential or non-sequential dates can be selected using the Multiple option.  You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
• Call Center – Select a call center with a dropdown menu. Multi-Call Center Selection can be performed by using the hyperlink titled 'Show Multi-Call Center Selection'.
  • Multiple Call Center Selection – Clicking on the link below the Call Center dropdown menu will open the multiple call center selection window
    • Multiple Call Centers can be easily chosen by holding down the 'Ctrl' key when making selections.
    • You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
• Service – A particular service can be selected using the service dropdown box.  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 below the service dropdown menu will open the multiple service selection window:  
    • Multiple services can be easily chosen by holding down the 'Ctrl' key when making selections.
    • You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
• Total Calls - The total amount of transactions made for the given Client, Call Center or Service.
• 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 – You can select a service type to search for.
• Generate Report – After your selection parameters are chosen, you can generate the report by clicking on Generate Report button located at the bottom of the page. This takes you to the report below.

Call Center: Call Center Name 

Service: service Name 

Total Calls: Total number of dials attempted including records coded as Not Connected and excluding records coded as Not Made.

Connected Calls: Total number of connected calls 

Operator Transfer: Total number of attempted operator transfers 

Successful Operator Transfers: Total number of operator transfers that successfully connected to an agent 

Rounded IVR Duration (Mins): Total minutes of IVR time for all connected calls 

Rounded Transfer Duration (Mins): Total call duration for all successful operator transfers in minutes

Rounded Duration (Mins): Total call duration in minutes including both Rounded IVR Duration and Rounded Transfer Duration 

Charges: Total charges 

Average Charge per Call: Total charges divided by total connected calls

• Additional Links located in the top right corner of the generated report:
  • Export to: CSV, PDF, Excel – Provides you the ability to export report and data to another file type
  • Help Link – The Billing Duration Report contains a help link which provides definition around key metrics available within the report