Billing & Your Wallet
Billing & Your Wallet
Understanding how billing works in AgentTech Dialer is essential for every agency admin. This guide covers everything you need to know about per-minute billing, your wallet balance, transaction history, and how to configure billing at the queue level so you always know exactly what you're paying for.
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How Per-Minute Billing Works
AgentTech Dialer uses a straightforward per-minute billing model. Every call your agents make or receive is tracked, and the cost is calculated based on the duration of the call and the rate configured for the queue it belongs to.
Rounding: Always Rounded UP
Call durations are always rounded up to the nearest whole minute. This means even a few extra seconds will count as an additional minute. Here are some examples so you can plan accordingly:
| Actual Call Duration | Billed Minutes |
|---|---|
| 45 seconds | 1 minute |
| 1 minute 00 seconds | 1 minute |
| 2 minutes 15 seconds | 3 minutes |
| 5 minutes 01 seconds | 6 minutes |
| 10 minutes 30 seconds | 11 minutes |
| 14 minutes 59 seconds | 15 minutes |
Why does rounding up matter? If your agents make many short calls—like quick follow-ups or confirmation calls—they will each be billed as at least one full minute. Keep this in mind when estimating your daily and monthly costs, especially for high-volume campaigns.
When Are Charges Deducted?
Charges are not deducted during the call. Instead, the billing happens after each call ends and is dispositioned by the agent. Once the agent selects a disposition (the outcome or status of the call), the system calculates the cost based on the call's duration and the queue's per-minute rate, and then deducts that amount from your agency wallet.
This means your wallet balance updates in near real-time as calls are completed throughout the day. You can watch your balance change by refreshing the Agency Settings page.
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Your Wallet Balance
Your agency wallet is the central account that funds all calling activity. You can view your current balance at any time.
Where to Find Your Balance
- Navigate to Agency Settings from the main sidebar menu.
- Scroll to the Billing & Wallet section.
- Your Current Wallet Balance is displayed prominently with a $ prefix (for example, $1,250.00).
- Right next to the balance, you'll see the "Add Funds" button, which you can click at any time to top up your wallet.
Your balance reflects all charges, payments, and auto-recharge transactions that have occurred. It's the single source of truth for your agency's available calling funds.
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Low Balance Warnings
When your wallet balance drops below a safe threshold, AgentTech Dialer will alert you with low balance warnings. These warnings are designed to give you time to add funds before your balance runs out.
What Happens When Your Balance Is Low?
- You will see a warning notification in the platform alerting you that your balance is running low.
- If your balance continues to drop and reaches zero, your agency risks service interruption—meaning your agents may not be able to place or receive calls until funds are added.
- To avoid any disruption, we strongly recommend setting up Auto-Recharge (covered in detail in the "Adding Funds & Auto-Recharge" article).
The Credit Buffer
To prevent calls from being abruptly cut off while agents are in the middle of a conversation, AgentTech Dialer provides a small credit buffer. This means your agency is allowed a small negative balance during payment processing.
Here's how it works:
- If an agent is on an active call and your wallet balance reaches $0, the call will not be disconnected immediately.
- The system allows a small negative balance (a credit buffer) so the call can finish naturally.
- Once the call ends and is dispositioned, the charge is applied, and your balance may briefly show a small negative amount.
- You should add funds as soon as possible to bring your balance back to positive and continue operations without interruption.
The credit buffer is a safety net—not a line of credit. It's meant to handle brief timing gaps between when a call ends and when you add funds. Don't rely on it as a regular funding strategy.
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Transaction History
The Transaction History section in your Agency Settings gives you a detailed, searchable log of every financial event that has occurred on your agency wallet. This is your go-to tool for auditing charges, verifying payments, and reconciling your books.
Accessing Transaction History
- Go to Agency Settings.
- Scroll down to the Transaction History section (below the Billing & Wallet settings).
Filtering Transactions by Date
At the top of the Transaction History section, you'll find date range filters:
- Start Date: Click the date picker and select the beginning of the date range you want to view.
- End Date: Click the date picker and select the end of the date range.
- Filter button: Click this button to apply your selected date range and update the transaction list.
This is especially useful for generating monthly or weekly reports, or for investigating charges during a specific time period.
Understanding the Transaction Table
The transaction table displays the following columns:
| Column | Description |
|---|---|
| Date/Time | The exact date and time the transaction occurred, displayed in your local timezone. |
| Type | The category of transaction. Common types include Call Charge (a deduction for a completed call), Payment (a manual fund addition), and Auto-Recharge (an automatic fund addition triggered by your auto-recharge settings). |
| Amount | The dollar amount of the transaction. Charges appear as negative values (e.g., -$2.50), while payments and recharges appear as positive values (e.g., +$250.00). |
| Balance After | Your wallet balance immediately after this transaction was applied. This lets you trace your balance over time. |
| Description | Additional details about the transaction, such as the phone number called, the queue name, or the payment method used. |
Transaction Types Explained
- Call Charge: This appears every time an agent completes and dispositions a call. The amount reflects the call duration (rounded up) multiplied by the queue's per-minute rate. The description typically includes the phone number dialed and the queue name.
- Payment: This appears when you manually add funds to your wallet using the Add Funds button. The description will reference the payment method (e.g., the last four digits of your card).
- Auto-Recharge: This appears when your auto-recharge settings are triggered. It works just like a manual payment, but it's initiated automatically when your balance drops below the threshold you've configured.
Pagination and Transaction Count
If you have a large number of transactions, the table will be paginated. Use the pagination controls at the bottom of the table to navigate between pages. The total transaction count is also displayed, so you know how many records match your current filter.
Exporting Your Transaction History
Need to share your billing data with your accounting team or keep records for compliance? Click the "Export CSV" button to download your filtered transaction history as a CSV spreadsheet file. This file includes all columns (Date/Time, Type, Amount, Balance After, Description) and respects your current date range filter, so you can export exactly the data you need.
Pro tip: Export your transactions at the end of each month to maintain clean financial records for your agency.
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Queue Billing Settings
Billing in AgentTech Dialer is configured per queue, giving you granular control over how much each campaign or calling program costs. Each queue has its own Billing tab where you can set rates and control how call duration is measured.
Accessing Queue Billing Settings
- Navigate to Queues from the main sidebar.
- Click on the queue you want to configure.
- Select the Billing tab.
Billing Settings Explained
Here's what each setting in the Queue Billing tab does:
#### Billable Toggle
- Enabled: Calls in this queue will be billed and deducted from your wallet.
- Disabled: Calls in this queue are not billed. Use this for internal queues, training queues, or any queue where you don't want charges to apply.
#### Billable After Seconds
This setting determines how many seconds into a call billing begins. For example, if you set this to 10 seconds, only calls that last longer than 10 seconds will incur charges. Calls shorter than 10 seconds are considered too brief (e.g., immediate hangups, wrong numbers) and are not billed.
This is a great way to avoid being charged for calls that don't result in a meaningful conversation.
#### Counting Type
The Counting Type determines when the billing clock starts ticking. There are three options:
- After Call Initiated: The billing timer starts as soon as the call is placed (the moment the system begins dialing). This means ring time is included in the billed duration. Use this if you want to account for the full cost of every call attempt, including time spent ringing.
- After Call Answered: The billing timer starts when the called party (or their voicemail) picks up. Ring time is not included. This is the most common setting and is ideal for most agencies, since you're only paying for time when someone is actually on the other end.
- After Call Connected: The billing timer starts when the call is connected to the agent (after any automated greetings or IVR routing). This is the most conservative option and ensures you're only billed for the time your agent is actively speaking with the caller.
Which Counting Type should you choose? For most outbound calling campaigns, After Call Answered is the recommended default. It provides a fair balance between cost accuracy and simplicity. If you're running inbound queues with automated menus, After Call Connected may be more appropriate.
#### Cost per Call
A flat fee charged for each call, regardless of duration. If set to $0.00, no per-call fee is applied. This can be used in combination with per-minute rates if your agency's billing model requires it.
#### Cost per Minute
The dollar amount charged for each billed minute of call time. This is the core per-minute rate. For example, if set to $0.05, a call billed at 3 minutes would cost $0.15.
#### Billable Only If Answered
- Enabled: Only calls that are answered will be billed. If the call goes unanswered (rings out, busy signal, no pickup), no charge is applied.
- Disabled: All calls are billed regardless of whether they're answered, as long as they exceed the Billable After Seconds threshold.
For most agencies, enabling this option is recommended to avoid paying for unanswered calls.
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Who Can View Billing Information?
Billing and wallet information is restricted to agency administrators. Supervisors and agents do not have access to the Billing & Wallet section in Agency Settings, the Transaction History, or queue billing configuration.
If a supervisor or agent needs visibility into billing data, an agency admin can export the transaction history as a CSV and share it as needed.
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Tips for Managing Your Billing
Here are some best practices to keep your agency's billing under control:
- Monitor your balance regularly. Check your wallet balance in Agency Settings at least once a day during active calling campaigns. This helps you catch unexpected charges early and avoid running out of funds.
- Set up Auto-Recharge. Don't risk service interruption. Configure Auto-Recharge with a comfortable threshold and recharge amount so your wallet is always funded. (See the "Adding Funds & Auto-Recharge" article for step-by-step instructions.)
- Export monthly transaction reports. At the end of each billing cycle, use the Export CSV button to download your transaction history. Share this with your accounting team or save it for your records.
- Review per-queue rates periodically. As your campaigns evolve, your calling patterns may change. Check the Billing tab on each queue to make sure rates, counting types, and thresholds still make sense for your current operations.
- Use the Billable After Seconds setting wisely. Setting a reasonable threshold (e.g., 10–15 seconds) helps filter out quick hangups and wrong numbers, saving you money on calls that don't lead to conversations.
- Understand your Counting Type. Choosing the right counting type for each queue can significantly impact your costs. If you're unsure, start with After Call Answered and adjust based on your billing reports.
- Watch for unusual transaction patterns. If you notice unexpected charges in your Transaction History, investigate immediately. Check which queues are generating the most charges and whether the rates are configured correctly.
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Summary
Your AgentTech Dialer wallet is the engine that powers all your calling activity. By understanding how per-minute billing works, monitoring your balance, reviewing your transaction history, and configuring queue-level billing settings, you can maintain full control over your agency's costs. Keep your wallet funded, review your charges regularly, and reach out to support if anything looks off.
Last updated: February 24, 2026