Tariffication of operators in the contact center

What is the tariffication of operators, how to calculate the customer’s tariffs in the Oki-Toki service, the formula for rounding the operator’s working hours.

Tariffication of operators in the contact center

How to calculate the work of an operator if the customer sets conditions that he will not take into account a conversation shorter than 5 seconds? Or won’t pay for PCP for more than 20 seconds? Or maybe beeps less than 10 seconds long on outgoing calls will not count against the time? To resolve such issues, the billing of operators is necessary.

This note is for the “Cloud Call Center Software” product.

Previously, billing calculation required opening Excel (Google Sheet), summarizing data in one table, inventing formulas for calculating talk time and other conditions important for the customer. Oki-Toki has a tool “Charging operators”, which simplifies the calculation procedure. Billing parameters

Operator billing formula

Now, by writing a simple formula, you can calculate billable time. Describe your conditions using a simple scheme XX/YY/ZZ, where:

XX – free interval,

YY – first paid interval,

ZZ – subsequent intervals.

For example, if you use a formula like 6/30/6, the first 6 seconds are not counted, 30 is the time after 7 seconds and up to 30, which is paid at a single rate, and the third digit of 6 is the next calculation intervals.

This tool is valid for all busy statuses – Calling, Busy and PCP.

The rounding of the operator’s working hours in the User Reports is subject to the tariff conditions.

This tool will be useful for both outsourcers and “in-house” call centers to calculate the payment of agents.

Examples for “Busy”, “Waiting” and “PCP” statuses

  • 1/1/1: “per second billing” (default value).

The first second is not counted, and the rest of the time will be counted to the nearest second, without rounding.


  • 12/1/1: “Ignore conversations shorter than 12 seconds.”

That is, if the conversation with the client lasted less than 12 seconds, the call will not be counted. If more than 12 seconds – the call will be counted and each subsequent second (1/1).

Billing Busy 12/1/1

  • 0/60/60: “Per-minute billing”

The time from the first minute of the conversation is taken into account, further time will be rounded up to 60 seconds.

  • 6/6/6: “Accounting at six-second intervals”

If the conversation with the client lasted less than 6 seconds, the call will not be counted. If more than 6 seconds, the call will be counted and further conversation time will be rounded up to 6 seconds (for example, if the conversation lasted 21 seconds, it will be rounded up to 24).

Waiting (call)

  • 5/5/6: “Take into account the duration of the subscriber’s call if it is longer than 5 seconds”

If the outgoing call lasted less than 5 seconds (connection and beeps), the call will not be counted. Subsequent wait times will be rounded up to 6 seconds.

Billing Waiting 5/5/6

  • 0/30/0: “Ignore call time longer than 30 seconds”

Call time (connection and beeps) longer than 30 seconds will not be counted. That is, if the operator waited for a conversation for 31 seconds, 0 will be displayed.

PCP (Call Post Processing)

  • 5/5/5: “Accounting at five-second intervals”

If the PCP lasted less than 5 seconds, it will not be counted. If more than 5 seconds – PCP will be counted and further work time will be rounded up to 5 seconds (for example, if PCP lasted 22 seconds – rounded up to 25).

  • 0/15/5: “Counts PCP longer than 15 seconds”

PCP will be rounded up to 15 seconds, further time will be rounded up to 5 seconds.Billing PCP 0/15/5

  • 5/1/1 “Ignore PCP shorter than 5 seconds”

PCP lasting more than 5 seconds will be counted and every subsequent second (1/1)

Tariffication of operators in reporting

  • When building Summary reports, you can display data, taking into account the billing parameters. Summary reports for queues and users can be used to calculate payroll. When choosing parameters for generating a report, do not forget to check the box “Display billed time”.Billing field in the Report
  • Agent billing is also used in the Agent Log Report. You can compare different options to determine which pricing is right for you.
  • The data from the billing formula will be displayed according to the queue settings.

Ilona Chernyakova

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