How is usage calculated?

Depending on your current service level, usage is calculated in different ways. Click on your service for more information.

SAS Advanced Service Level Usage
SAS Essentials Service Level Usage

SAS ADVANCED SERVICE (Per-Minute)

Every call that an agent receives has two types of associated time: 1) the length of the call recording, and 2) the billable duration for the call, listed as “Length” in your portal. When you listen to calls in your SAS portal call log, you are listening to the recording duration. This time may differ from what you see listed under call “Length” in the calls table.

Let’s look at some examples.

EXAMPLE 1: Documenting Notes After Disconnect

Your call script drops to an agent at 12:00PM, at which time the agent is connected with the caller.
The caller and the agent speak for 2 minutes.
The caller disconnects at 12:02PM.
The agent takes 30 additional seconds to document the call details before clicking SAVE.
- The recording duration is 2 minutes.
- The billable duration is 2 minutes 30 seconds, including the time that the agent remains on the script to enter notes before clicking SAVE.

EXAMPLE 2: Saving Calls Before Disconnect

Your call script drops to an agent at 5:30PM, at which time the agent is connected with the caller.
The caller and the agent speak for 3 minutes.
The agent documents all call details and clicks SAVE at the 3-minute mark. However, the caller is still on the line.
The caller continues to speak with the agent for 1 minute.
The caller disconnects at 5:34PM.
- The recording duration is 4 minutes.
- The billable duration is 4 minutes, including the full length of the recording, even though the agent has already clicked SAVE.

SAS calls are billed primarily based on the amount of time the agent is on your call script, but the billable duration is adjusted to match the recording duration if the recording is longer.

NOTE: If your account has an advanced IVR configured or the script includes call patching, additional fees will apply. You can learn more about that here.

SAS works with all agents to ensure that notes are being documented in a timely fashion and calls are promptly saved. We also auto adjust certain call types to maintain consistent billing practices. The following call types are limited to 30 seconds of billable time, regardless of the recording duration.

Automated Call
Fax Machine
No Caller (Dead Air)

There are instances where some calls take more time to document. Across all SAS platforms, we present reminders regarding the amount of time elapsed after the caller disconnects, and we aim for the majority of calls to be saved in under 30 seconds. Approximately 97% of SAS calls are saved well within that time frame.

Note that for questions or updates regarding your account, do not dial your forward number for assistance. The operators cannot make any changes, and you will be billed for any associated call time.

SAS ESSENTIALS SERVICE (Per-Call)

Usage for our Essentials platform is based on inbound or outbound actions or call counts on your account. Here's how it works:

Each inbound or outbound call, including warm transfers and reach on-call, would incur 1 call count.

For example, if we dial out to 3 on-call personnel following an inbound call, that would total 4 call counts.

In addition, each outbound text, email or fax message is considered 1 action, and it would incur 1 call count.

So, if we are texting, emailing and faxing the message in the example above, the total call counts would be 7.

While we may text or email the same message to multiple people, generally, messages would be grouped together and counted as a whole as opposed to individual actions.

If we are texting, emailing and faxing the message in the above example to 3 people, the total call counts would still be 7.

Request your call counts at any time by contacting our Customer Service team. If you are new to our service or would like to upgrade or downgrade your plan, check here for our per-call plans and details.

Note that for questions or updates regarding your account, you may dial your forward number directly and ask the operators for help. You will incur 1 call count for every inbound call you place.

Need further assistance? Please contact our Customer Service team!