I noticed abnormal activity in my session usage. What steps do I take next?
All Oracle Service Cloud versions
If you have questions around what generates a session and how you can prevent inaccurate session billing on your site please review Demystifying Session Usage (PDF). Some simple mis-steps in customization and configuration can increase billable sessions.
Additionally how your agents use the site can also increase sessions. The best practice of your agents and other employees is they use the knowledge base correctly from the agent desktop and not the end-user pages.
If you have employees who do not have access to the console but need to use the knowledge base, you can contact your sales team about BUI agents who could consume the knowledge base in a way that is less impactful financially for the user and who can also review the knowledge base without building sessions on your end-user portal through best practices.
Because the solution is designed for you to be able to review what agents view in the console vs. your end clients, if agents are using the end-user pages instead of the agent console, this will not only inflate sessions, but also cause answer views to be skewed.
Also, as a best practice, you should review your sessions and reporting regularly to spot anything out of the ordinary quickly as session data is only retained for 30 days for tech support to investigate.
It’s always a good idea to review your session usage after any deployment change (listed in the attached deck) to ensure that changes to widgets or customizations do not increase session usage. This way you can fix the issue quickly and prevent additional charges.
If you feel there is an error after following all the best practices listed above and in the attached deck and feel your sessions are mis-charged you can submit a ticket to support to investigate. When you submit that ticket please provide all the details from the investigation you did (noted in the best practices document) and ensure that it is within a 30 day window of the issue occurring.
Support will provide you with a root cause of the issue. If you still feel after the root cause has been determined that you should not be charged for the sessions, please take the root cause we provide to you, to your sales team.
Sales can review the sessions with you and negotiate if any changes need to be made to your charges and can work with their internal processes to get approvals.
Understand that if you have configured your site in a way that increases session counts artificially resulting in additional charges these may not be refundable.
If a defect occurred that caused sessions to be increased when they should not have been, it is possible you could get approved for a refund or credit for the next billing cycle.
It is the responsibility of the customer and/or the site administrator(s) to configure the site responsibly and to be fully trained on the solution, and consult the documentation to understand default settings, configuration, customization work and how it could impact the site. The administrator(s) of the site are employees of your organization or in some cases could be delegated to a third party provider such as a partner or Oracle Consulting.
** Bear in mind that you will need to work with that vendor to specify your requirements for the design you envision so it does not increase session counts.
Should there be a request to whitelist IP addresses to prevent them from creating billable sessions, the request will need to be routed to your sales team who will need to get the appropriate approvals from Oracle headquarters, as the solution is billed based on sessions and user seats.