Why are my disabled users still showing in my named account billing?
Environment:
Licensed Users, Chat Seats, Disabling Staff Accounts
Oracle B2C Service
Resolution:
Any staff accounts marked as Disabled from Assignment, Disabled from Assignment/Report Filters, or Permanently Disabled, will not count towards your licensed users. You will be billed for the staff accounts that were enabled at the peak count of a service month. Also, any staff accounts that are locked by the administrator will not be counted.
It is also necessary to move disabled accounts out of chat-enabled profiles. This will ensure disabled agent accounts are not counted in your chat seats.
Please see the following for steps and information on disabling and moving staff accounts:
Answer 570: Disabling a staff account
Answer 2474: Actions to take when disabling a staff account
Answer 5535: Moving a Permanently Disabled Staff Account to a new group