Invoicing (data sources)

[Reading time: 8 minutes]

OVERVIEW

Billing data sources give access to the raw data used to invoice your INO CX account: incoming and outgoing calls, sent SMS, audio recordings, user accounts, payment modules, transactions, WhatsApp campaign messages and public API queries.

1. Prerequisites

For an overview of the Reporter, please read this article. Billing data sources are supplied by the platform and are fed automatically: there is nothing to create or configure beforehand.

You need the following permissions, granted on the ‘Data sources‘ tile of the role, in the Maker:

• The tile itself must be enabled, which gives access to the module of the Reporter.
• The ‘Invoicing‘ option, which displays the category.
• The ‘Export‘ option.

Note: the ‘Invoicing‘ right is disabled by default on every role.

2. Understanding these data sources

Like all data sources, they can be used to create explorations containing KPIs, which can then be placed on dashboards, and their contents can be exported. KPI templates are only offered on ‘Transactions‘.

2.1 Understanding the rows

Each row is an individual event. These data sources hold no monthly or per-period aggregate: one row is one call, one message, one recording, one account, etc. Any total you need is obtained by building an indicator on top of them.

2.2 Understanding the values

Values are displayed as follows. Durations appear as hours, minutes and seconds in the interface, and as a raw number of seconds in an export, so the file stays usable in a spreadsheet. Amounts are displayed with two decimals, in euro, the only currency the platform supports. Yes and no values appear as words in the interface and as true or false in an export. Dates and times are displayed in your own time zone.

A period is always applied. Each of these data sources opens on the current day, and the filter on its date column can be widened but not removed: it carries a padlock and the tooltip ‘Default filter‘. There is no maximum range, but the end of the period cannot be set in the future.

These data sources cannot be created, modified or deleted, they carry no history, and their columns cannot be added, renamed permanently or removed. To keep an arrangement, save it as an exploration.

3. Incoming calls

One row is one inbound call.

3.1 Default columns

• Call ID – Unique identifier of the billing entry for this call.
• Call date – Date and time the call started.
• Number called – The number the caller dialled.
• Caller number – The caller’s number.
• Total call time – Duration of the call.
• Telephone type – Type of endpoint the caller used.
• Country – Country code of the caller.
• Number type – How the number called is routed, direct or smart.

3.2 Additional columns

• Interaction ID – Identifier of the interaction this call belongs to, which lets you match a row with the other data sources.

4. Outgoing calls

One row is one outbound channel, so a transferred call produces several rows and counting rows over-counts calls.

4.1 Default columns

• Call ID – Unique identifier of the channel.
• Call date – Date and time the channel started.
• Caller number – The number presented to the person called.
• Call origin – Name of the object the call originates from.
• Number called – The number dialled.
• Telephone type – Type of endpoint called.
• Wait time – Holds the same duration as ‘Communication time‘.
• Ringing duration – Time between the start of the channel and the moment it was answered.
• Communication time – Time between the answer and the end of the channel.
• Total time – Duration of the whole interaction.
• Country – Country called.
• Country code – Country code called.
• Type – Type of channel.
• Region code – Region code of the destination, determined from the dialling prefix.
• Trunk – Trunk used for the call.

5. Payment module

One row is one module created, and it remains after the module is deleted.

5.1 Default columns

• Payment module ID – Unique identifier of the billing entry, not of the module itself.
• Creation date – Date and time the module was created.
• Payment module – Name of the module.
• Type – Whether the module is internal or external.

5.2 Additional columns

• Payment module alias – Alias of the module.

6. SMS sent

One row is one SMS sent.

6.1 Default columns

• SMS ID – Unique identifier of the message.
• Send date – Date and time the message was sent.
• Credits – Number of SMS credits the message consumed. This is the billed quantity of this data source.
• Message – Content of the message. This is the only column of the family that cannot be filtered.
• SMS type – Whether the message is a direct or a smart SMS.
• Number – The sender’s number.
• Recipient – The recipient’s number.
• Region code – Region code of the destination.
• Status – Sending status of the message.

7. Audio recordings

One row is one recording, and the row remains after the recording is deleted.

7.1 Default columns

• Recording ID – Unique identifier of the recording.
• Recording date – Date and time the recording started.
• IVR recorder – Name of the IVR recorder that produced the recording.
• File name – Name of the audio file.
• Call type – How the call was routed, direct or smart.
• Recording duration – Length of the recording.
• Pause duration – Time the recording spent paused.
• Interaction ID – Identifier of the interaction the recording belongs to.
• Recording type – What was recorded: an interaction, a voicemail message or an IVR recorder.
• Public recording – Whether the recording is public.
• File stored on INO CX – Whether the audio file is kept on the platform. This is the billed quantity of this data source.
• Configuration – Whether the recording is mono or stereo.
• Call campaign – Name of the voice campaign, when the recording comes from one.
• Queue – Name of the queue the interaction was distributed through.
• User – The advisor on the recorded interaction.
• Transcription status – Where the transcription of the recording stands.
• Call summary status – Where the call summary stands.
• Sentiment analysis – Whether sentiment analysis was enabled on the recording.

7.2 Additional columns

• Queue tag – Alias of the queue.

8. Users

One row is one account, and the values it holds are those recorded at creation time, not the current state of the account.

8.1 Default columns

• User ID – Unique identifier of the billing entry (not of the user account).
• Creation date – Date and time the account was created.
• Deletion date – Date and time the account was deleted.
• Username – The account’s username at the time it was created.
• Type – The account’s licence, Essentials or Smart. This is the billed quantity of this data source.
• Administrator – Whether the account is an administrator.
• Manager – Whether the account is a supervisor.

9. API queries

One row is one request.

9.1 Default columns

• Query date – Date and time the request started.
• Route – The route matched by the request.
• URL – The path requested.
• Method – The HTTP method used.
• Response time – Time taken to answer the request.
• Status – The status code returned.
• apiId – Identifier of the API user.
• apiKey – The token sent with the request.
• apiName – Name of the API user.

10. Transactions

One row is one transaction, excluding those made in test mode.

10.1 Default columns

• Transaction ID – Unique identifier of the transaction.
• Payment date – Date and time the transaction was settled. This is the column the period applies to, so a transaction created on one day and settled on another appears on the settlement date.
• Payment module – Name of the module the payment went through.
• Payment module type – Whether the module is internal or external.
• Amount – Amount of the transaction.
• Status – Where the transaction stands: in progress, paid, failed, fraudulent or cancelled.

11. WhatsApp campaign

One row is one message sent.

11.1 Default columns

• Attempt ID – Unique identifier of the billing entry.
• Number contacted – The recipient’s number.
• Interaction ID – Identifier of the interaction the message belongs to.
• Send date – Date and time the message was sent.
• WhatsApp campaign name – Name of the campaign.
• WhatsApp campaign session – Name of the campaign session.
• Target ID – Identifier of the campaign target.
• WhatsApp number – The number the message was sent from.