Legal
Buffer guidelines
What the buffer is
The connected time a call must reach before it is billable. It is 55 seconds.
How it is measured
Connected time starts the moment you answer in the softphone and ends at hangup, as recorded by the routing platform.
What does not count
Ring time. Hold time before you answer. Calls that never connect. Calls routed to another agent. Test calls we place during setup.
Calls that reach the buffer
A call that reaches its buffer is billable even if you decide the caller was not a fit. That is what the dispute process is for.
Examples
| Connected time | What happens |
|---|---|
| 0:48 | Under the buffer. $0. |
| 0:54 | Under the buffer. $0. |
| 0:55 | Billable. $70. |
| 11:05 | Billable. Same price. The buffer is not a limit on the conversation. |
Disputes
Wrong product, wrong state, not a real caller: file from the call row within 48 hours. A person listens to the recording and replies in writing within one business day.