Records needed for this question
Agent rosters, concurrency reports and licensed-seat definitions.
How to investigate
Apply the contractual measurement window to peak concurrent sessions instead of summing all agents.
An illustrative review decision
Named user accounts may outnumber contracted concurrent contact-center seats. Use the agreement's concurrency definition and period of measurement rather than treating the user directory as the billing quantity.
What can lead to the wrong conclusion?
Seasonal agent accounts may remain valid even when concurrency is lower.
The result to retain
A seat-model reconciliation with the chosen measurement period.
Apply the review in context
Review carrier invoice evidence, inventory, findings and recovery cases in AuditRes Telecom.
This guide describes a human review method, not a claim that every scenario is automatically detected or executed. Explore AuditRes Telecom.