This card allows administrators, and anyone with access to the Contact Center landing page to see the amount of usage they have for this billing cycle. It starts on Agent Licenses; but a drop-down provides access to IVR Port usage, Campaign Bundles, AI Agents, and AI Assistants.

Overage is indicated with a red ‘over.’ Data with Green graphs are units related to invoicing. Blue are informational units of consumption.

Premium and Standard agent licenses that their subscription has used during the current billing cycle. It indicates what the billing cycle is, how many licenses are purchased, and if they are over or under their allowed amount. It also allows the selection of IVR license usage. Both Agent and IVR usage provide daily detail of a selected cycle.

IVR port License Current Usage card details:

IVR Outbound Campaign Current Usage card details:

AI Agent Usage Card details:

AI Assistant Current Usage card details:

Agent License daily usage reconciliation view details:

Premium 'Usage Units' are the units used minus the units committed in your subscription. The Standard calculation is similar, except unused Premium licenses are 'substituted' for Standard licenses to reduce the usage beyond the committed number of Standard licenses in your subscription.

AI Agent daily usage reconciliation view details:

The AI Agent reconciliation view provides the daily count of sessions used for each of the four service types available as part of the AI Agent. US customers have the potential for two rows per day; if they are utilizing Pro-US and Pro.

An AI Agent will deliver a different number of sessions based on their type. The Reconciliation View Export provides data in an Excel file that contains the usage, and a ‘Usage Detail’ tab that indicates the maximum possible number of sessions for each service type.

AI Assistant daily license reconciliation view details:

The AI Assistant reconciliation view offers a daily count of minutes utilized for both Voice and Digital interactions, detailing the total minutes consumed during the billing period, the cumulative number of bundles used throughout the billing cycle, the cumulative count of overage bundles, and an 'Overage' indicator on days when bundle overage happens.

IVR Port daily usage reconciliation view details:

The IVR Port reconciliation view offers a daily report detailing the maximum number of IVR ports utilized each day, the total number of entitled ports including additional IVR ports purchased, and those provided through the Agent licenses. Additionally, it features columns that display any Overage incurred, along with indicators highlighting days where usage reached its peak within the cycle, or where Overage peaked during the billing cycle if applicable.

IVR Outbound Campaign daily usage reconciliation view details:

The IVR Outbound Campaign reconciliation view displays the daily bundles used, bundles committed, cumulative bundles of overage, interactions used in a day, and an indicator on each day when overage occurs.

The AI Agent service offers both autonomous and scripted sessions for voice and digital interactions.

The number of sessions for each service is determined by its complexity. Services are not limited to a single type, allowing you to mix session types. However, these sessions will utilize AI agent sessions at varying rates.

Assuming all sessions used are of the same type and not mixed, each AI Agent unit provides:

• up to 4800 Scripted Digital Sessions
• up to 1200 Scripted Voice Sessions
• up to 200 Autonomous Sessions; either Voice or Digital Sessions

Unused sessions don’t carry over to the next billing cycle.

Voice sessions are measured in 2-minute increments and are rounded up to the next increment. For example, a 2.5-minute Autonomous AI Agent voice call consumes two sessions.

Digital sessions are measured in increments of 15 message exchanges and are rounded up to the next increment. For example, a Scripted Digital interaction with 20 message exchanges (back and forth) consumes two sessions.

The AI Agent license permits mixing of Scripted Voice, Scripted Digital, Autonomous Voice, and Autonomous Digital sessions. For example, using 100 Autonomous Voice sessions and 600 Scripted Voice sessions consumes one AI Agent license, with each contributing 0.5 units to the AI Agent license.

The AI Assistant offers a suite of powerful capabilities for your Webex Contact Center agents.

The currently billed capabilities are summarization of both Dropped and AI Agent Transferred calls, Agent Wellness, and Auto CSAT determination.

Additional capabilities will be added soon: Topic Analytics, Suggested Responses, and real-time transcription.

Each AI Assistant license provides 2,000 minutes of service usage. Agents can utilize one or all capabilities during their interactions with a contact.

AI Assistant License and their minutes can be shared across agents. Your agents can use one, or all the capabilities during their interaction with a contact.

For Voice sessions, the AI Assistant usage will be the number of minutes of the Agent’s interaction with the contact; without IVR, queue, or wrap-up time. Using more than one service does not multiply the number of minutes.

Each Digital session is counted and expressed as 2 minutes of usage.

Overage is in the form of AI Assistant licenses. This means purchasing one license and using 2001 minutes will result in an overage charge for an additional license beyond the one purchased.

The concurrent agent model allows the contact center to assign any number of agents, based on the requirements. Usage is counted as the highest number of simultaneously logged in agents. To accommodate shift changes, counting an agent as usage indicates that the agents were signed in for at least one minute during each of four 15-minute consecutive sampling periods. 

The illustration shows that during the 4th time sample (Period D: minutes 45 to 60) Agent 2, Agent 4, Agent 5, and Agent 7 are all counted; a total of four concurrent agents.

In the named agent model, a license is counted for every agent who signs into Webex Contact Center during the month (determined from the subscription billing date).

• If 10 agents (of the same type - Standard or Premium) sign in during the month; there are 10 named agents used.  
• If only 6 of the 10 agents sign in during the month, then there are 6 named agents used. 
• If all 10 agents sign in, and one of the 10 agents is deleted, and another agent is created who also signs in during the same month; there are 11 named agents used.

Overage occurs when more agents of either Premium or Standard are assigned and sign in than the number of licenses committed for the customer. 

An agent will be counted as one license during the billing cycle: if counted as Premium at any point during the period, they will be considered Premium.

The substitution policy allows Premium agent licenses to substitute for Standard agent licenses to reduce or eliminate overage of Standard licenses. This depends on the customer's commitment to unused Premium agent licenses. Substitution determinations are made daily.

For example: 

• On day 1, if you have 10 Premium and 10 Standard licenses, you can use 10 standard and 10 premium licenses. You will have no overage. 
• On day 2, if you use 15 Standard and no Premium licenses, you can use 5 of your premium seats as your standard usage. You will not receive overage. 
• On day 3, if you use 15 Standard and 10 Premium licenses, you can use an overage of five standard seats. 
• On day 4, if you use 1 Standard and 12 Premium licenses, you can use overage of two premium licenses. This doesn’t negate the substitution that occurred on day 2, but standard seats can’t substitute for premium. 

IVR ports are used when contacts interact with the system's menus and prompts, whether doing self-service or navigating to be routed to an agent for assistance. They are counted as simultaneous connections within one minute. 

Contacts that are simply waiting in queue don’t occupy an IVR port.

IVR usage is totalled over the usage period and the number of bundled IVR ports are subtracted from that total to determine if there is excess usage.  Customers can also purchase additional IVR ports independent of agent licenses.

Voice entitlements are related to but independent of a subscription’s entitlement to Agent and IVR licenses. They control the maximum number of simultaneous voice calls your subscription can handle. This is three times the number of assigned licenses in your subscription. This is because each Agent License provides a voice path for the licensed Agent and voice paths for contacts to use each of the 2 IVR Ports that accompany the Agent licenses.

This differs from the number of simultaneous Agent Licenses or IVR ports and the number of entitlements for either.

Surge protection allows overage to occur if you have an unexpected influx of contacts, while also limiting the surge from overwhelming our service and the level of overage you incur from the surge.