Monthly Service Credits Worked Out, Step By Step

At Qvery, we help outsourcing companies spend less on monthly reporting, with custom AI agents that work out credits and audit calls. We build them around each client's contract and the reports your phone and ticket systems already produce. Today someone stitches the numbers together by hand each month, and the two sides end up with different answers. The agent reads the contract's service terms and your reports each month. The scorecard shows each service level met or missed, and your account manager sees it before the client does.

Whatever your contract says. The agent applies the contract's own rule on what counts, per ticket or per month, and nothing is forced into one template. It shows the result against the threshold for each measure. For every miss it shows the target, the result, the shortfall and the credit. A cap in the contract is applied and shown too. One contract counting per ticket and another per month each get their own check in the same run. Every client keeps its own definitions.

As your contract defines it. If the contract pauses the clock and your report records when, the agent takes that time out. The calculation shows how much time each pause removed. Say a customer takes a day to send a file. If the contract pauses the clock then, the resolution time shows that day removed. Your account manager sees the pauses and their effect before the monthly review. A measure your report cannot support is listed as not calculable, never guessed.

Yes, when your report has the columns a measure needs. It works from what your phone system exports. That means calls offered, answered and dropped, plus the time each took to pick up and to handle. Answer times and drops come from the recorded calls. Response and resolution times come from your tickets. Handle times and call volume count only when the report records them. Your team sees which column each result came from.

No. It works out the credit from your files and the contract's formula and shows every step. What you agree with the client, and how the contract should be read, stays with your team. Most credit arguments come down to which reading of a definition each side used, like whether a short dropped call counts. Where a definition allows two readings, the agent shows both results next to each other. Your team sees which reading changes the number.

The ones each measure uses, such as calls answered and dropped, and the time to pick up. The contract's measures decide which columns count. We map your phone system's columns to the contract's measures when we build your agent. It uses only the columns your systems recorded. Each measure comes from a column your report already has. A measure whose column is missing is listed as not calculable.

An agent for this job costs about $25,000 to build and $400 a month to run. The calculator above shows what that means against your team's time on monthly reports. Put in your own team's numbers and the result moves as you type. The agent does the stitching that someone does by hand today. Your account manager walks into the monthly review with the math in hand.

The agent reads only the contracts and reports you connect it to and sends nothing to clients. You decide where it runs and how long anything is kept. The files it works from are the contract's service pages, your phone system's monthly report and your fee statement. Nothing else is read. A contract keeps its own scorecard, so one client's terms are never applied to another.

We deliver a working agent in about two weeks, set up with each client's terms. It runs on last month's numbers beside your account managers first. Last month's numbers are a fair test, because your team already knows the answer. They see the scorecard and the steps, and compare them with the numbers your team worked out. Each client contract gets its own set-up, with its own targets, formula and cap. Then your account manager gets each scorecard before the monthly review.

A scorecard for the month you send. Each measure is met, missed or not calculable, with the credit worked out and every step shown. You send the service-level pages of one client contract and one month's report from your phone system. Add the fee statement if you have it. The sample on the page is a customer-care provider's client contract, monthly phone report and fee statement. It comes from vlad@qvery.ai within 15 minutes. It is the same scorecard your account manager sees in production. We delete your files as soon as your result is sent.