Sub-Account Management & Monitoring

Gain visibility and control over client sub-accounts with real-time usage insights, billing details, and performance monitoring via the AVA dashboard.

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.

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.

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.

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.

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💡 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.

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.

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.

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.

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

General Questions

What is the difference between the Primary and Secondary Sub-accounts?

The Primary Sub-account belongs to the agency and acts as the operational hub, tracking global usage and profitability.
Secondary Sub-accounts represent individual client accounts, operating independently with their own campaigns, reporting, and billing cycles.

Where can I manage or add client sub-accounts?

Go to the Agency Dashboard > Account Manager.
From there, you can add new sub-accounts, update existing account email addresses, and monitor usage and balance details.

Is minute distribution between sub-accounts still available?

Minute distribution applies only to agencies operating under legacy Partner Plans. New agency accounts operate under a consumption-based model, where billing and profit are based on actual usage and wallet balances.

Configuration

How are billing cycle dates determined?

Each Secondary Sub-account’s billing cycle is based on the subscription start date.
The billing date is visible in the Reporting section and helps agencies forecast client renewals and charges.

How can I track client profitability?

Agency profit is calculated by applying a markup over the base minute price.
Use the Reporting section to review wallet balances, spent amounts, and profit margins per client.

Can I filter data by custom date ranges?

Yes. The Reporting section allows you to apply custom date ranges for all usage and call activity data, making it easier to review performance over specific periods.

Usage and Results

What call data is included in the reporting breakdown?

Reporting includes:

• Total number of calls made.
• Call outcomes by status (completed, failed, voicemail, etc.).
• Breakdown by scenario type.
• Split between inbound and outbound calls.

How do I identify underperforming clients?

Use the built-in flagging system and filters to identify:

• Clients making many calls but few or no appointments.
• Accounts with unusual scenario engagement patterns. This helps prioritize coaching, follow-up, or strategic adjustments.

How should agencies charge their clients based on usage?

Agencies should monitor:

• Wallet balance (remaining prepaid value).
• Spent amount (total usage for the billing period).
• Total minutes used. Using these metrics, agencies can invoice clients based on their real usage, ensuring accurate billing and maintaining healthy profit margins.

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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 [e-mail].