Service Billing Report by Project

The Service Billing Report by Project shows the transaction times and billing rates by project, for a specified period.

NOTE: You can also configure this report to show all activities by all projects or for selected projects.

Table 111 describes the Service Billing Report by Project elements, the corresponding tables, and the formulas used in calculations (where applicable).

Table 111. Service Billing Report by Project
Item	Description	Table	Calculation
Project	The name of the project.	None	Not applicable
Date	The date of the project.	None	Not applicable
Shift	The time the project ran.	None	Not applicable
Number of Interactions	The total number of interactions for the project.	None	Not applicable
Total Talk Time	The sum of all talk time (including hold time) for all interactions handled by the project.	TimeTalkACDCalls TimeTalkACDChats TimeTalkACDEMail TimeTalkACDWCB	Calculate the sum of (TimeTalkACDCalls) (Repeat the calculation for each media selected.)
Total Wrap-up Time	The sum of all wrap-up time for all interactions handled by the project.	TimeWrapACDCalls TimeWrapACDChats TImeWrapACDEMails TimeWrapACDWCB	Calculate the sum of (TimeWrapACDCalls) (Repeat the calculation for each media selected.)
Total Handle Time	The total handle time for each interaction.	TimeTalk(MediaType) TimeWrap(MediaType)	Calculate the sum of (TimeTalk Selected Media Types) plus the sum of (TimeWrap Selected Media Types)
Average Talk Time (for transactions)	The average talk time for each interaction type.	TimeTalk(MediaType) TotABU(MediaType)	Calculate the sum of (TimeTalk(MediaType)) divided by the sum of (TotABU(MediaTypes))
Average Wrap-up Time (for transactions)	The average wrap-up time for each interaction type.	TimeWrap(MediaType) TotABU(MediaType)	Calculate the sum of (TimeWrap(MediaType) divided by the sum of (TotABU(MediaTypes)
Average Handle Time (for transactions)	The average handle time for each interaction type (including hold time).	TimeTalk(MediaType) TimeWrap(MediaType TotABU(MediaType)	Calculate the sum of (TimeTalk(MediaType) plus the sum of (TimeWrap(MediaTypes)) divided by the sum of (TotABU(MediaTypes))
Total Billing / Minute	Total talk time (rounded to the nearest minute) by media type, multiplied by the billing rate for each minute for the project.	TimeTalk(MediaType) TimeWrap(MediaType	Calculate the sum of (TimeTalk(MediaType)) multiplied by the Billing Rate for each Minute
Total Billing / Interaction	Total handled interactions multiplied by the billing rate for each call.	None	Calculate the sum of all Interactions multiplied by Billing Rate for each Call
Project Total	The total (or average) of items for each project.	ProjectStats	The total for the following fields is calculated: Number of Interactions Total Talk Time Total Wrap-up Time Total Billing/Minute Total Billing/Interaction The average for the following fields is calculated: Average Talk Time Average Wrap-up Time Average Handle Time
Total	The total (or average) of items for all projects combined.	ProjectStats	The total for the following fields is calculated: Number of Interactions Total Talk Time Total Wrap-up Time Total Billing/Minute Total Billing/Interaction The average for the following fields is calculated: Average Talk Time Average Wrap-up Time Average Handle Time