Understanding licenses and usage for AI agents
Here we'll walk you through how to find license and usage information for your AI agents in the app. This is where you can see how much the agents are being used, what is billable, and which licenses are active.
Open licenses and usage
- Click the gear and go to Organization Settings .
- Click the AI tab and select Licenses and Usage .
Now you will see the overview with two main sections – AI Voice and AI Messaging .
AI Voice – Call Agent Overview
Under the AI Voice tab, you get a clear view of all AI agents handling calls.
- In the Configure AI Voice menu, you can also activate the trial period to test the AI agents before you decide, as well as view pricing plans and usage.
The table shows which agents are active and which entities they are connected to. You get more detailed statistics per agent, such as:
- Entity: shows where the agent is active (e.g. in a response group or a phone number).
- AI agent: the name of the agent
- Calls Engaged, This Month: how many calls the agent has handled this month
- Calls Handled, Since Activation: How many calls the agent has handled since activation
- Billable minutes, this month: how much time is considered billable this month.
- Billable minutes since activation: how much time is counted as billable in total since activation.
- Non-billable calls (<15s), this month: number of calls shorter than 15 seconds during the current month.
- Non-billable calls (<15s), since activation: total number of calls shorter than 15 seconds since the agent was activated.
It quickly gives you an overview of how much each agent is being used and how effectively they are performing.
History of AI Voice
Here you can see consumption data month by month , so you can easily follow developments over time.
If you have the right permissions, a list of actual calls is also displayed, allowing you to review how agents have performed in detail, such as call length, time, and who took the call.
AI Messaging – Chat Agent Overview
Under the AI Messaging tab, you'll see all the AI agents that handle messaging and web chats.
Here are several columns of information:
- Entity: shows where the agent is used (e.g. in a specific chat channel).
- AI agent: the name of the agent.
- License: indicates whether the agent has Unlimited , Trial , or other license.
- Engagement: shows what percentage of cases the agent handles – e.g. 100% of new cases when it is open and whether it also handles cases when it is closed.
- Price: Number of credits agents cost
- Engaged cases: how many conversations the agent has handled.
This gives you a complete overview of how your messaging agents are performing and how the licenses are being used in practice.