Granular breakdown of different billable hour types in BPO manager: overtime, non-productive time, etc.
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Monica Rangel
Our recently released BPO Billing Report eliminates guesswork by giving teams a clear, structured way to compare actual hours worked vs. what’s on the invoice — so they can spot discrepancies fast and pay accurately. Here, you can view a breakdown of billable hour types: Productive hours, non-productive hours, total billable hours, and adherence
Read more here: https://support.assembled.com/hc/en-us/articles/34966110824845-Billing-Report
Julian Cope
Merged in a post:
Have a way to separate billable agent states from adherence agent states
Companies bill BPOs in several different ways, we should allow for more flexibility when it comes to what agent states are associated with billing and which states are not. We currently have agent states associated with adherence but not billing. Conflating the two can solve for momentary billing needs but can skew WFM metrics like schedule utilization, adherence, etc.
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Ube Parakeet
Bolt would love this along with actual productive hours worked as they are billing only for productive hours worked