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How to Interpret your Cost Report

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Your Talkdesk invoices are sent by email and you can easily access all invoices by navigating to Admin > Invoices.

You can also request a Cost Report. A Cost Report is a detailed document that can be requested anytime, and shows the monthly telco usage information related with the invoice line item “Usage - Contact Center”. You can request a Cost Report in one of two ways:

  • Contact your Customer Success Manager directly. 
  • Submit a ticket here (please select “Billing” in the first drop-down).

The cost report that you will receive includes different items and any associated costs that were charged, based on the rate cards applicable to your account. Below you can find a list and explanation for the columns and values that you may see, in the order by which they appear.

 

Note: This is an extensive list of the available options, and each report is specific to the account and the usage for that particular month. This means that some of the values below may not be present in the cost report that you receive.

 

  • Account Name: The name of the Talkdesk account to which the report refers. 
    • The Account Name can be identified by looking at the address bar in the browser: it's the name appearing before the Talkdesk subdomain (e.g., “talkdeskid.com/login” and “.mytalkdesk.com”). 
    • Example: In the address https://mycompany12345.mytalkdesk.com, the Account Name is “mycompany12345”.
  • Call ID: The unique call identifier (only applicable to call events).
  • Created Time: The date and time at which the event was registered in the billing system. By default, the cost report will be sent with this value in the YYYY-MM-DD hh24:mi:ss format.
  • Usage Type: The descriptors in this column indicate the type of billing event that was registered.

BIL::CallInvoiceItem

Used for any call events.

BIL::MessageInvoiceItem

Used for MMS and SMS sent or received through Talkdesk:

  • MMS: mms_in (received);
  • SMS: sms_in (received) and sms_out (sent).

BIL::TelephoneInvoiceItem

Used to identify the monthly cost of each phone number that has been purchased through Talkdesk.

BIL::DialerInvoiceItem

Used for Talkdesk Dialer events. The possible types are: answer, machine, abandoned, and missed.

BIL::VoicemailTranscriptionInvoiceItem

This item identifies Voicemail Transcription to Text events.

BIL::SpeechTranscriptionInvoiceItem

This item identifies Speech-to-Text transcription events.

BIL::FlexAgentInvoiceItem

This item identifies costs related to Flex Agents. Note: “Flex Agents” is a legacy feature, only available to a few select customers who wished to continue using it. This value will only appear to those customers.

 

  • Type: The descriptors in this column indicate the specific activity associated with the event in the Usage Type column.

in

An inbound call in which the contact person talks with an agent. The duration of the call includes the time between placing the call and the hangup (e.g., time spent in the queue and the IVR).

missed

An inbound call in which the contact person did not talk with an agent (e.g., the contact person left the call or hung up during the IVR).

out

An outbound call initiated by an agent and answered by the contact person.

out_missed

An outbound initiated by an agent and not answered by the contact person.

sms_in

SMS received on the agent’s phone number. SMS are charged by segment. A segment has a maximum of 160 characters.

sms_out

SMS sent by one of the agent’s phone numbers in Talkdesk. SMS are charged per segment. A segment has a maximum of 160 characters. To learn more, please refer to How to Download and Interpret your Rate Cards.

mms_in

MMS received by one of the agent’s phone numbers in Talkdesk. To learn more, please refer to How to Download and Interpret your Rate Cards.

voicemail

Inbound call in which the contact person left a voicemail message.

agent

Call between two agents (agent-to-agent call).

monitor

Call monitored by another team member (usually, a supervisor).

external

Conference call with another agent or external number. This item shows the call charge applied to that call.

dialer_answered

Outbound calls made with Talkdesk Dialer and which were answered by the contact/record (i.e., there was agent <> record talking).

dialer_missed

Outbound calls made with Talkdesk Dialer and which were not answered by the record.

dialer_machine

This applies to the Predictive Mode of the Talkdesk Dialer, when an outbound call is answered and detected as a voicemail. In this case, the call is disconnected and the Talkdesk Dialer does not leave a voicemail message. 

dialer_abandoned

Outbound calls made with Talkdesk Dialer and which were abandoned. In the Talkdesk Dialer, this means that more than one call was launched simultaneously for the same agent and a record picked up one of the calls but, because the agent is already talking with another record, that call was interrupted, being considered as abandoned.

speech

Speech to text transcriptions, when the Usage Type is BIL::SpeechTranscriptionInvoiceItem

voicemail

Voicemail transcription to text, when the Usage Type is BIL::VoicemailTranscriptionInvoiceItem.

local

Used when the Usage Type is BIL::TelephoneInvoiceItem and the phone type is local. Learn more about phone number types in Phone Number Coverage.

tollfree

Used when the Usage Type is BIL::TelephoneInvoiceItem and the phone number is toll-free. Learn more about phone number types in Phone Number Coverage.

 

  • Subtype:  The descriptors in this column indicate the type of phone number associated with the event and activity previously reported (in “Usage Type” and “Type”).

local

Used when the Usage Type is BIL::CallInvoiceItem and the phone type is “local”. Learn more about phone number types in Phone Number Coverage.

tollfree

Used when the Usage Type is BIL::CallInvoiceItem and the phone type is “toll-free”. Learn more about phone number types in Phone Number Coverage.

 

  • Talkdesk Number: The Talkdesk phone number that made or received the call.
  • Talkdesk Number Country: The country code of the Talkdesk Number, as per the ISO 3166-1 alpha-2 standard.
  • Contact Number: Phone number of the contact person who received or made the call. Please note that the number will appear redacted.
  • Contact Number Country: The country code, as per the ISO 3166-1 alpha-2 standard, of the phone number used by the contact person who received (outbound call) or made the call (inbound).
  • Forwarded Number: The phone number to which the call was forwarded, in case there was call forwarding.
  • BYOC Inbound (Yes / No): Indicates if the inbound call was received via Talkdesk xConnect.
  • BYOC outbound (Yes / No): Indicates if the outbound call was made via Talkdesk xConnect.
  • Ring Groups: The ring group(s) to which the agent who received or made the call belongs.
  • Agent Email: The email address of the agent who made or received the call.
  • Phone Number: Represents the phone number that is monthly charged. This column is only filled when the Usage Type is BIL::TelephoneInvoiceItem.
  • Duration: The duration of the event in seconds. If the event is not a call, this can be the number of occurrences.
  • Price: The total amount charged for the event, in the currency that is defined for the Talkdesk account.
  • Billable Minutes: The number of seconds under “Duration” converted into minutes. The number of minutes is determined by using intervals of 60 seconds rounded up to the nearest minute (e.g.: if the call duration is 30 seconds, the billing system converts this to 1 billable minute).

 

If you have any questions about your cost report, please reach out to your specific Customer Success Manager or customersuccess@talkdesk.com.  


For additional information on rate cards, please refer to How to Download and Interpret your Rate Cards.

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