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  • 1.  Billing Breakdown for multiple Divisions / Queues in larger orgs

    Posted 10 days ago

    Hello All,

    I was wondering how everyone is handling usage based billing for multiple orgs. I've got quite a number of business units/internal departments who need to have billing broken down for each.

    Has anyone come up with a good solution for this? Outside of running usage reports and manually querying API for each interaction or just "guesstimating" based on queue stats? 

    Tim


    #ArchitectandDesign

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    Timothy Alexander
    Global Network And Unified Communications Architect
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  • 2.  RE: Billing Breakdown for multiple Divisions / Queues in larger orgs
    Best Answer

    Posted 10 days ago

    Hello Timothy, 

    Genesys doesn't currently provide native division level or business unit level billing break downs. The billing and usage data in Genesys is measured and reported at the org level. This makes it hard to track usage per business unit or department, allocate costs to different for internal chargebacks and monitor which teams are consuming resources like AI token, transcription minutes or API calls. 

    For current workarounds:

    Manual usage reports - Export usage data from the Billing & Usage reports (available under Account > Subscription) and manually allocate based on queue or agent assignment
    API queries - Use the Billing API (GET /api/v2/billing/reports/billableusage) to retrieve billable usage, though this still doesn't provide division-level granularity
    Analytics API aggregation - Query analytics endpoints to aggregate interaction data by division/queue, then estimate billing impact (the "guesstimating" you mentioned)
    Contact your CSM/TAM - They can sometimes provide more granular billing breakdowns, though this still requires manual work

    These are your best bets currently. I know that improvements are on the way but it could still be awhile before they launch. 

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Billing Breakdown for multiple Divisions / Queues in larger orgs

    Posted 10 days ago

    Hi Timothy and Cameron

    I believe there may have been some updates to the reports to include a division.

    Since the file is in .csv format, you can use Excel...use the TEXT TO COLUMN function to separate and you have exact number of people per division.

    -

    For example: 

    -

    have this information: 

    -

    -

    -



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 4.  RE: Billing Breakdown for multiple Divisions / Queues in larger orgs

    Posted 10 days ago

    These reports do not include minute or message usage, those are just the master licenses. The voice usage or message usage doesn't include division. 



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    Timothy Alexander
    Global Network And Unified Communications Architect
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    Original Message


  • 5.  RE: Billing Breakdown for multiple Divisions / Queues in larger orgs

    Posted 10 days ago

    fact, at this point I'll agree with Cameron's advice.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 6.  RE: Billing Breakdown for multiple Divisions / Queues in larger orgs

    Posted 9 days ago

    Hi Timothy,
    my solution for this problem involves a lot of excel-magic. I download the usage report and the interaction-list of the same timespan. Then I match both via conversation ID. In this way you can match a division to a call segment in the usage report.
    But: I have problems with calls transferrred from one division to another. In that case I go for "first contact pays". Next Problem: Not every call runs properly via that solution. My second level of defense is a Excel-sheet with all DIDs and to which division they belong. There is a small rest of calls I have to check manually against my Outlook-directory to which division a number belongs. Have a excel sheet for that, too.
    I am not happy with that but it is the best I have so far.



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    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
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    Original Message


  • 7.  RE: Billing Breakdown for multiple Divisions / Queues in larger orgs

    Posted 9 days ago

    Hi Timothy,

    May be unconventional, but we use AD / Azure groups to allow our agents to use SSO / Firewall access. We run reports against members of the group which from there we can split by cognos/cost/business unit etc.

    Worth noting, we don't charge internally based on usage. If they use the solution, it's equally split across everyone.



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    Kieran Exley
    Senior Unified Communications Services Specialist
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    Original Message


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