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How to Download and Interpret your Rate Cards

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To download a rate card, please follow these steps:

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  • Click the Admin section [1].
  • Select the Billing tab [2].
  • Click on Usage Pricing [3].
  • From the "Service" drop-down list, select the rate card you wish to download [4]. Note: You will see only the list of rate cards available for your account.
  • Hit Download [5] to transfer the chosen rate card as a CSV.

 

Interpreting the Rate Cards

In this section, you can find a description and the details of each rate card.

 

Telco Usage Rate Cards

Call

The Call rate card is applicable if you’re using Talkdesk carriers to make and receive calls.

If you choose to bring your own carrier (BYOC) and did not purchase Talkdesk xConnectas an optional add-on product, the applicable rates are also included in this rate card. However, if you purchased xConnect, the listed rate under the “price” column will be $0 and you may be charged xConnect costs if the included minutes are exceeded. A breakdown of these costs are available in your cost report.

The Call rate card also includes call monitoring rates.

To help you determine how you’ll be charged for the different types of calls, you’ll see the following columns on the CSV file of the rate card.

  • resource: Indicates the type of service, i.e., call.
  • description: Describes the nature of the call
  • direction: The direction of the call (inbound or outbound).
  • type: The type of interaction when it refers to bring your own carriers (byoc), call monitoring (monitor), or agent-to-agent calls using extensions (OnNet).
  • resolutions: The call resolutions that are charged at the associated price (answered, missed, voicemail).
  • country_code: Corresponds to the country's ISO 3166-1 alpha-2 standard country code.
  • category: The category of the phone number through which the inbound call is received (local, mobile, national, toll-free). Note: If a country does not have a category available, this means that we will apply the default rate for inbound calls, which is the “empty category” (i.e., a blank cell in the category column); if there is not an empty category for that country, we will apply the default value for inbound calls (i.e., no country and no category).
  • prefixes: Lists phone number prefixes separated by a semicolon. The outbound calls directed to a certain country and prefix combination are charged at the indicated rate.
    • Prefixes may be grouped for geography or phone type reasons (local, mobile).
    • sip:;client refers to agent-to-agent calls.
  • price: The rate that is charged per minute (rounded up to the nearest minute).
    • The rates charged per call are dependant on the nature of the call, country, direction, duration, and will vary depending on whether the call was answered or not.
    • If xConnect has been purchased, minutes will be accruing in your statement at a $0 rate until the accrued amount has surpassed the included number of minutes.
  • currency: The currency in which the rate is charged.

 

Number

The Number rate card is applicable when you purchase phone numbers through Talkdesk.

To help you determine how you’ll be charged for phone numbers, you’ll see the following columns on the CSV file of the rate card.

  • resource: Indicates the type of service, i.e., number.
  • country_code: Corresponds to the country’s ISO 3166-1 alpha-2 standard country code.
  • category: Corresponds to the type of phone number in Talkdesk (local, mobile, national, tollfree).
  • price: The price charged per month, to rent and use the phone number.
  • currency: The currency in which the rate is charged.

 

Message

The Message rate card is applicable when you’re receiving MMS messages, using Talkdesk SMS capabilities to engage with your customers, and/or using Talkdesk Feedback to receive CSAT responses through SMS. For more information about SMS features, please read our SMS FAQ.

To help you determine how you’ll be charged for messages, you’ll see the following columns on the CSV file of the rate card.

  • resource: Indicates the type of service, i.e., message.
  • description: Describes the nature of the message.
  • direction: The direction of the message (inbound or outbound).
  • type: The type of message (sms or mms). The mms type has only one rate, corresponding to the inbound direction, as some contacts may reply to an sms using mms.
  • country_code: Corresponds to the country’s ISO 3166-1 alpha-2 standard country code.
  • price: The price charged per message segment.
    • One SMS segment has a maximum of 160 characters. Large messages are segmented into 153 character segments and sent individually, then rebuilt by the recipient's device. For example, a 161-character message will be sent as two messages, one with 153 characters and the second with 8 characters. We would charge two segments in this scenario.
    • We do not have a specific price for CSAT SMS.
  • currency: The currency in which the rate is charged.

 

Product Usage Rate Cards

Dialer

The Dialer rate card is applicable when you’re using the Proactive Outbound Engagement Package.

To help you determine how you’ll be charged for messages, you’ll see the following columns on the CSV file of the rate card.

  • resource: Indicates the product, e.g., Dialer (Talkdesk Predictive Dialer™).
  • description: Indicates the type of interaction initiated by the dialer (answered, abandoned, automatic machine detection).
  • resolution: Indicates the call resolutions that are charged at the associated price (answered, abandoned, machine, missed).
  • price: The rate that is charged per minute of surcharge for answered calls, abandoned calls, and automatic machine detections. The surcharge is applied in 12-second increments on top of Talkdesk standard minutes (calculated in 60-second increments). The surcharge does not apply to busy and not answered call attempts, nor to calls launched by the Talkdesk Preview & Power Dialer for Salesforce™.
  • currency: The currency in which the rate is charged.

 

API Request

The Api Request rate card is applicable when you’re taking advantage of the Voice Biometrics features offered by Talkdesk Guardian Identity™.

To help you determine how you’ll be charged for API requests pertaining to Guardian Identity, you’ll see the following columns on the CSV file of the rate card.

  • resource: Indicates the type of service, i.e. api_request.
  • description: Indicates the type of API request:
    • Guardian Identity - Delete API Request
    • Guardian Identity - Verify API Request
    • Guardian Identity - Enroll API Request
  • price: The price charged per API request (validation). This fee is applied every time a voice sample is analyzed by Guardian. This happens at the point of the end customer enrollment, where they opt in. To create the voice print, the system needs to perform four validations. Each time when the opt-in caller calls in, the call is routed to the correspondent Studio flow where the Guardian Identity components are set up. A validation occurs each time Guardian validates the phone and device being used by the caller. When leveraging Voice Biometrics, the phone validation is included and no additional costs will be incurred. A usage fee is charged when leveraging phone validation only (i.e., Voice Biometrics is not being used).
  • currency: The currency in which the rate is charged.

 

Product Services

The Product Services rate card is applicable when you’re taking advantage of Talkdesk Virtual Agent™ (Digital and/or Voice) and Talkdesk AI Platform products.

Each interaction processed by the AI platform is charged only once. In case you are using products with both real-time and batch transcription, the real-time rate is applied. For example, if you are using both Agent Assistance and Customer Experience Analytics, the Real-time Standard or Real-time Premium rate will be applied. The Standard AI platform is available in English only, whereas the Premium AI platform is available in different languages.

To avoid unintentional charges, you need to disable the features that you don’t need: e.g., remove the Virtual Agent component from Studio flows, or remove agents from Agent Assist application settings.

To help you determine how you’ll be charged, you’ll see the following information on the CSV file of the rate card.

Note: You will see only the product services available for your account.

  • resource: Indicates the type of service, i.e. product_service.
  • description: Indicates the product being used:
    • Virtual Agent Digital
    • Virtual Agent Voice
    • AI Platform - Premium Real-time
    • AI Platform - Premium Batch
    • AI Platform - Standard Real-time
    • AI Platform - Standard Batch
  • price:
    • Product Services: The usage price charged per minute/session:
      • Virtual Agent Voice is charged per minute. Charging per minute starts when a call between an end-user and a voice Talkdesk Virtual Agent is initiated, and ends when the call finishes. Each call duration time is rounded up to the nearest increment of 15 seconds.
      • Virtual Agent Digital is charged per session. A session is a conversation between an end-user and the digital Talkdesk Virtual Agent. For the purpose of calculating price, a session is limited to 15 requests (any call to the Talkdesk Virtual Agent service either via API, through the Virtual Agent web widget, or another user interface that makes a call to the Virtual Agent endpoint) or 30 minutes, whatever it reaches first. For example, if a session has 16 requests, it will be counted as 2 sessions. After 30 minutes from the start time, a session is considered complete.
    • AI Platform: There are two options to choose from - Premium or Standard. The default selection is Premium. If you only require Standard, please reach out to your CSM or to Talkdesk Support to adjust the selection.
      • Standard AI Platform includes:
        • Batch and Real-time transcription: The type of transcription applied is based on the product being used.
        • AI Trainer: No-code AI model training.
        • Custom vocabulary.
        • Medium word accuracy rate.
      • Premium API Platform includes:
        • Batch and Real-time transcription: The type of transcription applied is based on the product being used.
        • AI Trainer: No-code AI model training.
        • Custom vocabulary.
        • High word accuracy rate.
        • Punctuation.
        • Number normalization.
  • currency: The currency in which the rate is charged.

 

Voicemail Transcription

The Voicemail Transcription rate card is applicable when a voicemail is transcribed into text so that agents can read the message, rather than listen to the entire voicemail.

For more information on how to activate voicemail transcriptions for the whole account (Classic Routing), please read Configuring Voicemail Transcriptions.

To activate voicemail transcriptions for specific phone numbers (Studio routing), please refer to Voicemail component - Preferences.

To help you determine how you’ll be charged for voicemail transcriptions, you’ll see the following columns on the CSV file of the rate card.

  • resource: Indicates the type of service, i.e.,voicemail_transcription.
  • price: The price charged per minute for voicemail transcription (rounded up to the nearest minute). 2 minutes is the maximum duration that can be transcribed and charged.

 

Speech Transcription

The Speech Transcription rate card is applicable when you’re taking advantage of the speech-to-text features offered by Talkdesk Studio. For more information, please read Talkdesk Studio's documentation on Voice Transcription.

To help you determine how you’ll be charged for speech to text, you’ll see the following columns on the CSV file of the rate card.

  • resource: Indicates the type of service, i.e., speech_transcription.
  • price: The price charged per minute of speech transcription (rounded up in periods of 15 seconds). Speech-to-text transcriptions are charged in 15-second intervals, with a fixed price multiplied by duration (rounded to the minute).
  • currency: The currency in which the rate is charged.

 

For information on the billing cadence, please refer to When do I get billed?

If you have any questions about your rate cards, please refer to your Customer Success Manager or contact Talkdesk Support.

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