How Billing Is Calculated

This page explains what the portal does when it prices a period. It is the reference for reading an invoice dry run or answering a client's question about a line item.

Billing periods

Cadence	Period	When it is invoiced
Weekly	Sunday 00:00 to Saturday 23:59, Eastern time	The following Monday, for the completed week
Monthly	The calendar month, Eastern time	The 1st of the following month
Monthly, issued on the 25th	Every billing week (Sunday to Saturday) that ended on or before the 25th and was not on the previous invoice: four weeks most months, five in some	The 25th, due on the 10th of the following month

A company is invoiced on the cadence of its contract. A run for one cadence never touches contracts on another.

The 25th cycle is Expert Heating's arrangement. The invoice issued on 9/25/2026 covers the weeks ended 8/29, 9/5, 9/12 and 9/19; the one issued on 10/25 covers the weeks ended 9/26 through 10/24, five weeks, because the 25th falls on a Sunday. The recurring fee is charged once per invoice however many weeks it covers.

Counting minutes

Only calls whose company is the client count. Calls that arrived under a routing campaign are attributed to the client they were routed to.
Handle time is the time an agent spent on the call: talk time plus after-call work, and hold, park, queue and ring time where Five9 reports them.
Every manual outbound call gets a 90-second handling allowance on top of its handle time, because dialling and wrap-up on outbound calls are not captured by Five9.
Calls with a non-billable disposition (dead air, wrong number, internal, test, no disposition) count zero minutes unless a reviewer has marked the call billable. See Reviewing calls.
The period's seconds are summed, then rounded to whole minutes.
A call is invoiced once. Calls already on an invoice are excluded from the next run.

The lines on an invoice

Depending on the pricing model, an invoice carries some of these lines:

Line	Rule
Call center service	Billable minutes × per-minute rate (per minute and launch models).
Bundle	The recurring fee, described with the included minutes.
Overage	Minutes beyond the included minutes × overage rate (bundle model). Unused included minutes do not roll over.
Per-call lines	Booked appointments, dispatched appointments and messages taken, each × its rate (leads to revenue).
Support fee	The recurring fee (per minute and leads to revenue).
Onboarding fee	Once, on the first invoice after it is set on the contract.
Minimum adjustment	Added when usage plus fees fall short of the contract's minimum per period.

Launch contracts

A launch contract bills minutes at its per-minute rate with no fee and no minimum. When a period starts after the contract's launch end date, the portal stops and reports "launch ended" instead of invoicing; the client has to be moved onto a bundle first.

Organizations

When companies belong to an organization, the organization is the Stripe customer:

By default the organization gets one invoice with every company's lines, and the organization's weekly minimum applies to the combined total.
With Separate invoices ticked on the organization, each company gets its own invoice, charged to the organization's payment method, and the organization minimum does not apply.

What stops an invoice

The dry run shows the reason next to each company:

Status	Meaning
no Stripe customer	The company (or its organization) has no Stripe customer yet.
no payment method	A Stripe customer exists but no default payment method has been set.
not ready for billing	The Ready for billing box on the company or organization is unticked.
LTR (manual)	Leads-to-revenue clients are invoiced by hand; the counts are shown for reference.
launch ended	The launch period is over and no bundle has been chosen.

After the invoice is created

Stripe charges the default payment method, or, when the contract has payment terms, emails the invoice with a due date. Payment status, retries and receipts are Stripe's side; see Stripe Billing and Invoices.

Invoice dry run — see the result before it happens
Contracts — the numbers these rules use

Contracts Invoice Dry Run