Usage Report

Verify User Count on the Monthly Invoice

Maria is the billing administrator for her organization. Each month, she receives an invoice that includes a line item for the peak number of configured users. Before approving the invoice, she verifies that this figure matches the system records. Maria opens the Configured Users Usage report and sets the date range to match the billing period on the invoice. The Peak Users value shows the highest number of users configured in the tenant during that period. She compares this value with the user count on the invoice. If they match, she approves the invoice. If there is a discrepancy, she contacts NiCE account to investigate.

Monitor Proximity to a Port Limit

Carlos is a contact center administrator responsible for ensuring the center does not run out of capacity. His organization has a configured port limit; when active port usage reaches this limit, incoming callers hear a busy signal and outbound calls fail. Each week, Carlos reviews the Ports Usage report and examines the Number of Ports chart for the past 30 days. He compares peak port usage with the Port Limit to assess available headroom. When peak usage consistently approaches the limit, he submits a request to increase port allocation before capacity is reached.

Audit Personal Connection Usage for a Billing Period

The finance team at a large contact center reconciles their monthly invoice, which includes separate line items for configured or concurrent Personal Connection users. They need to verify that these figures match system records. The team opens the Personal Connection Users Usage report and sets the date range to the billing period. The Configured Personal Connection chart shows the number of users who had Personal Connection configured during that period. The Concurrent Personal Connection chart shows usage over time; the team reviews it to identify the peak value for the billing period. They compare both figures with the corresponding line items on the invoice and flag any discrepancies for follow-up with their NiCE account team.

Validate Peak Concurrent Agent Usage for a Concurrent Billing Model

Jordan’s organization uses a concurrent billing model, meaning billing is based on the peak number of agents logged in simultaneously, not the total number of configured users. Each month, Jordan verifies that the peak concurrent agent count on the invoice matches system records. Jordan opens the Concurrent User Usage report and sets the date range to the billing period. The agent peak value shows the highest number of agents logged in at the same time during that period. Jordan compares this value with the concurrent agent count on the invoice. The Concurrent Agent Limit also confirms the maximum number of concurrent agents the tenant is licensed for, helping verify that billing is based on actual peak usage rather than an incorrect cap.

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