---
schema_version: "1"
id: 4bc9f02f91cd0015b600ce4400f8f9b3be4a673fcfeefde258105e8c50284b43
title: Understand Billing for Agentforce Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_understand_billing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_understand_billing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 920ba74f500b468de1bb69cd33cfe7843aee3587bd298eb815dd2026271c65d1
description: Agentforce Contact Center telephony usage is metered automatically and billed as Agentforce Contact Center voice credits through the Digital Wallet. Understanding what gets billed, how credits are calculated, and where to monitor usage helps contact center administrators stay on top of costs and avoid surprises.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Understand Billing for Agentforce Contact Center

Agentforce Contact Center telephony usage is metered automatically and billed as Agentforce Contact Center voice credits through the Digital Wallet. Understanding what gets billed, how credits are calculated, and where to monitor usage helps contact center administrators stay on top of costs and avoid surprises.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

## Considerations

While you can make calls from the US to Canada and vice versa, outbound calling to other countries is currently not supported from the US and Canada.

## What Is Billed

Telephony usage is billed for two types of calls:

- **Inbound calls** — Calls placed by end users to phone numbers (10DLC or toll-free) purchased by your organization through Salesforce.
- **Outbound calls** — Calls placed from Salesforce-owned numbers to external destinations. Outbound billing currently applies to calls within the US and Canada.

Each call generates a discrete, metered event that is recorded and aggregated for billing purposes.

## How Billing Works

Billing is usage-based. Each call is measured and converted into Salesforce voice credits, which are consumed from your Digital Wallet.

**Billing Dimensions**

The number of voice credits consumed for each call is determined by a combination of the following factors:

- **Call duration** — Measured in seconds and rounded up to the next whole minute.
- **Call direction** — Whether the call is inbound or outbound.
- **Number type** — For example, 10DLC or toll-free.
- **Country** — The source or destination country of the call.

Credit multipliers are applied based on these dimensions to reflect the underlying carrier costs for each combination.

**How Credits Are Consumed**

Call events are captured in Data Cloud and aggregated in the **Digital Wallet** by using the applicable rate card multipliers. Credits are drawn from the Agentforce Contact Center voice credits consumption card associated with your org.

**Taxes**

Metered call events are pre-classified as interstate or intrastate at the metering layer. This data feeds into tax computations and applicable telecom taxes will be levied as applicable.

## View Billing and Usage Data

Admins can monitor telephony usage and credits via the **Digital Wallet**. It provides a real-time view of Agentforce Contact Center voice credit consumption. To view your consumption details, see [Monitor Usage for Consumption-Based Products in Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_monitor_usage.htm&type=5&language=en_US).