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Details

The Sub-Account Management & Monitoring tools provide both internal admins and client admins with centralized visibility over account usage, billing cycles, and client engagement quality. With built-in reporting and monitoring features, you can track how sub-accounts are performing, identify risks, and manage account health across your entire client base.

Management starts with understanding the structure of your sub-accounts. From there, the Reporting section allows you to monitor client consumption, profitability, and call activity in real time.

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Managing Sub-Accounts

Sub-account management in AVA revolves around the relationship between your Primary Sub-account (agency operational account) and your Secondary Sub-accounts (individual client accounts). As an agency, you use the Agency Dashboard to monitor client usage, track account activity, calculate billing amounts, and manage profitability across your sub-accounts.

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Primary Sub-account (Agency Account)

The Primary Sub-account represents your agency’s operational base:

  • Tracks:
    • Global total minutes consumed across all sub-accounts.
    • Agency profit generated through markups on client usage.
    • Plan renewal dates and subscription management.
  • Serves as the financial and operational overview for your agency.
  • In legacy Partner Plans, it also holds and distributes monthly allocated minutes to Secondary Sub-accounts.
  • Adding or Managing Sub-Accounts:
    From the Agency Dashboard, navigate to Account Manager to:
    • Add new sub-accounts.
    • Update login emails for existing sub-accounts.
    • View usage, balances, and client activity.

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Secondary Sub-accounts (Client Accounts)

Secondary Sub-accounts represent your individual client accounts:

  • Operate independently with their own:
    • Call scenarios (campaigns and projects).
    • Usage reporting (call volumes, statuses, wallet balances).
    • Billing cycle dates and renewal management.
  • Clients consume minutes (and generate costs) based on actual call usage.
  • Agencies manage:
    • Wallet balances (remaining dollar value of minutes).
    • Spent amounts (cost of minutes consumed during the period).
    • Profit margins by applying markups over the base minute pricing.
  • Tracking consumption and wallet activity ensures that agencies can bill clients accurately based on real usage, rather than static allocations.

💡 Agency Tip:
Use the Wallet Balance, Spent Amount, and Total Minutes Used metrics in the Reporting section to calculate how much to invoice each client. Profit tracking is automated based on the difference between your base cost and the client-facing markup.

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Reporting

Once your sub-accounts are properly managed, the Reporting section provides the tools you need to monitor real-time performance, billing readiness, and engagement trends.

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Key Metrics Available

  • Client Name
  • Plan Minutes Used
  • Billing Date
  • Total Profit per Client
  • Number of Outbound Calls
    • Filterable by scenario type (e.g., scheduler, reminder, outreach).
  • Call Outcomes
    • Breakdown by status (e.g., completed, failed, voicemail).
    • Split between inbound and outbound calls.

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Filter and Segment Data

  • Filter clients by plan type.
  • Filter outbound calls by scenario type.
  • Apply custom date ranges to focus on specific periods (e.g., this week, last 30 days).
  • See who joined recently and evaluate engagement over time.
  • Monitor billing-related data like billing cycle dates for each client.

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Performance Monitoring & Risk Identification

  • Easily spot underperforming accounts using built-in flagging:
    • Clients with high call volumes but no appointments booked (especially in scheduler scenarios).
    • Sub-accounts with unusual engagement patterns.
  • Use this insight to proactively follow up with clients, adjust strategies, or offer additional support where needed.

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FAQs & Troubleshooting

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General Questions

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Configuration

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Usage and Results

For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support.

If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.