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  • 1.  Concurrent Users Billing

    Posted 03-04-2019 21:56
    No replies, thread closed.
    Hi All

    We are charged for concurrent users, while I understand the model on how concurrent is billed. There is no difinitive report to indicate which users are chargable?

    When i extract a report for the peak date, and cross match it against a agent report my users are either higher or lower than what the actual invoice charge is, does anyone have any ideas how to identify which agents fall within the billable concurrent users?

    While I have asked billing, they either are unable to provide a response or have suggested using up to 2 different reports to gather such information, which is a bit concerning as there is no source of truth report to determine if the invoice is correctly being billed.

    Any ideas?

    Cheers
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------


  • 2.  RE: Concurrent Users Billing

    Posted 03-05-2019 22:40
    No replies, thread closed.
    We are quite interested in understanding this also.

    ------------------------------
    Thanks in advance

    Matt Johansson

    Deakin University
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    Original Message


  • 3.  RE: Concurrent Users Billing

    Posted 03-05-2019 22:54
    No replies, thread closed.
    So the request isn't handled by Support, I've had to go back through the billing team and the CSM.
    I have been told i am receiving a usage report, so we'll see what happens.

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 4.  RE: Concurrent Users Billing

    Posted 03-06-2019 04:07
    No replies, thread closed.

    Hi,


    Did you check the Reports under   Admin --> Subscription   and then "Download Usage Report" ?

    May be you can find also some information on this link:
    https://help.mypurecloud.com/articles/purecloud-pricing-and-concurrency-update/

    Regards,
    Raj








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    Ratnarajah Rajkumar
    SPIE ICS AG
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    Original Message


  • 5.  RE: Concurrent Users Billing

    Posted 03-06-2019 16:49
    No replies, thread closed.
    Hi,

    While the resource link states that it will list the concurrent users billed in the period, this feature has never worked correctly for us, (might be isolated)
    It has only ever provided the total peak usage. While they state under  Q: How can I see detailed concurrent usage?
    There is a example of what it should look like, but i will take it on a whim its not fully released yet if we are sticking to the 60-90 days since Jan 1st.

    Usage report is blank as is billable for our org. 
    Concurrent report only contains the peak users and the date it occurred there is no additional detail advising which users make up the monthly charge.

    As I stated earlier if you were to review the various Agent login/log out report, extract the date specified in the monthly invoice and use what billing states as the chargable users for that  period there are various differences. I suppose each of our orgs are different but for the concurrent billed orgs we would all have the same backbone structure when it comes to operating.

    Billing advised they were sending me a usage report for the period but still waiting.
    So I often question the monthly invoice as to date no one has been able to provide me agent usernames that make up the monthly concurrent charges.



    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


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