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Vida usage records show how customers consume the product items included in their plans. Use them for plan management, customer support, billing reconciliation, and capacity decisions. Usage is different from business-outcome reporting. Usage can tell you how many minutes, messages, or other billable units were consumed; logs and metrics tell you whether the Agent accomplished the customer’s goal.

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Read usage at the right level

Not every account has reseller or partner access. Use the level your account actually owns.

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Understand the billing period

Compare usage within the customer’s current billing period. When reviewing a charge or overage, confirm:
  • account and Agent
  • product item
  • billing-period start and end
  • included quantity
  • measured and billed quantity when both are available
  • test or self-testing treatment
  • provider invoice or subscription reference
Do not compare a calendar-month dashboard with an anniversary-based subscription period without aligning the dates first.

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Design plans from real usage

Start with product items that correspond to capabilities customers understand. Define what is included, what can generate an overage, and how the unit is measured. Test representative voice, messaging, Computer, or other workflows before publishing the plan. See Product items and plan usage.

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Reconcile an unexpected charge

  1. Confirm the customer account and billing period.
  2. Identify the product item and unit.
  3. Compare organization totals with the underlying Agents.
  4. Review the corresponding conversations or Tasks when the usage came from customer activity.
  5. Compare the Vida quantity with the pending or completed provider invoice.
  6. Record any expected rounding or billing adjustment separately from the raw usage.
An Agent outcome metric should not be used as a substitute for billable usage, and usage alone does not prove the business outcome was successful.

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Automate usage workflows

The Usage API can provide authorized account usage for dashboards and reconciliation. Resellers and partners with an external rating system can also use Agent Detail Record exports when that capability is enabled. See View usage and Agent Detail Record exports.