Understanding licenses and usage for AI agents

Here’s a quick guide on how to find information about licenses and usage for your AI agents in Lynes. This is where you can see how much your agents are being used, what’s billable, and which licenses are active.

Open licenses and usage

1. Click the gear icon and go to Organization settings.
2. Click the AI tab and select Licenses & Usage.

You’ll now see an overview with two main sections – AI Voice and AI Messaging.

AI Voice – overview of call agents

Under the AI Voice tab, you’ll get a clear view of all AI agents handling calls.

• In the Configure AI Voice menu, you can also activate a trial period to test AI agents before committing, and view pricing and usage details.

The table shows which agents are active and which entities they’re linked to. You’ll also find detailed stats per agent, such as:

• Entity: shows where the agent is active (e.g., in a call group or on a phone number).
• AI Agent: the agent’s name.
• Engaged calls, this month: number of calls handled by the agent this month.
• Engaged calls, since activation: total number of calls handled since activation.
• Billable minutes, this month: total billable time for the current month.
• Billable minutes, since activation: total billable time since the agent was activated.
• 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.

This gives you a quick snapshot of how much each agent is used and how efficiently they perform.

AI Voice history

Here you’ll find monthly usage data, so you can easily track performance over time.

If you have the right permissions, you’ll also see a list of actual calls, letting you review agent performance in detail—for example, call length, time, and who received the call.

AI Messaging – overview of chat agents

Under the AI Messaging tab, you’ll see all AI agents handling messages and web chats.

There are several columns with useful info:

• Entity: shows where the agent is used (e.g., in a specific chat channel).
• AI Agent: the agent’s name.
• License: shows whether the agent has an Unlimited, Trial, or another type of license.
• Engagement: indicates how many of the cases the agent handles— for example, 100% of new chats during open hours, and whether it handles chats outside of business hours.
• Price: shows how many credits the agent costs.
• Engaged cases: number of conversations handled by the agent.

This gives you a complete overview of how your messaging agents are performing and how licenses are being used in practice.