Tracking Usage

Separate counts are kept for each of the user types at 3 operational levels:

site
tenant
campaign

For an example of these counts, see Notification Example.

These are then sent via email to Sytel. For details, see Notification Emails.

For details of the 2 options for tracking usage, see below:

1) Number of hours

For this option, licenses are loaded with a number of agent hours of usage. This is true whether you pay for usage in advance or in arrears. The 'hours' license counts down as you use the software. Once the pre-poaded hours run out, the system will no longer allow you to use agents of the class that has run out.

There are 4 options by which usage hours can be calculated. As usage accounting is tied to call sessions and agent sessions, and calls and agents are subject to movement, for each option it is necessary to be exact about which events trigger start and end of a usage episode.

	Calculation option	Accounting details
1.	Talk time (the most common)	Show details Tracked by - call session Starts - when the call is presented to the agent. In the case of an on-hook station, this is at the start of the first offer. Ends - when CallGem receives a signal to indicate that the customer end of the call has cleared. Using this set of events enables us to deal silently with the fact that a call session may be transferred to several different parties during its lifetime. In the event of an agent session abnormal end (e.g. agent hangup, supervisor kill), the call will be deemed to be cleared at the point of agent hangup.
2.	Talk + wrap(utility) time	Show details Tracked by - call session Starts - when the call is presented to the agent. In the case of an on-hook station this is at the start of the first offer. Ends - when CallGem receives notification from the agent that the call transaction is complete. In the event of an agent session abnormal end, the completion of the transaction is forced instantly by CallGem.
3.	ACD available time	Show details Tracked by - agent session Starts - when CallGem accepts the agent’s request to go ACD available. Ends - when CallGem signals that the agent has been released from the ACD pool. In the event of an agent session abnormal end, release of the agent is forced instantly by CallGem. During a period where the agent is ACD available, an agent may move between several different campaigns either under program control for blending, or under supervisor control. The usage is recorded against the campaign that the agent was released from. This is usually the campaign that the agent first went available on but in the case of an agent abnormal end or closure of the agent’s home campaign, this may not be the case. This method of accounting may lead to some minor discrepancies on the amount of agent available time spent on each campaign, but the sum total of agent available time across campaigns within a tenant will remain accurate.
4.	Logged in time	Show details Tracked by - agent session Starts - when CallGem signals the agent login process as complete. In the case of an off-hook agent this is when station nailup is complete. Ends - when CallGem signals that the agent has been logged out. In the event of an agent session abnormal end, release of the agent is forced instantly by CallGem. During a period where the agent is logged in, an agent may move between several different campaigns either under program control for blending, or under supervisor control. The usage is recorded against the campaign that the agent was released from. This is usually the campaign that the agent first went available on but in the case of an agent abnormal end or closure of the agent’s home campaign, this may not be the case. This method of accounting may lead to some minor discrepancies on the amount of agent login time spent on each campaign, but the sum total of agent login time across campaigns within a tenant will remain accurate.