5. Usage & Limit
Target audience: Admins
Description: The utilities in the footer at the bottom of the left navigation — Usage & Limit, Policy, and Help and Support — and the CQA policy documents: the Password Policy and the Data Retention Policy.
Agents and Supervisors do not see Usage & Limit or Policy in the footer of the left navigation. Everyone can read the policy documents in this chapter.
Path: Usage & Limit, in the footer of the left navigation (page title: Usage & Limit) · Who: Admin
Usage & Limit gives Admins self-service visibility into conversation usage against the account's caps, without raising a support ticket.
Page map
Region | What it shows |
|---|---|
Usage data as of date | The date the usage figures were last updated. |
DAILY, WEEKLY, MONTHLY cap cards | Each card shows the cap ("conversations per day / week / month"), usage so far, and % used. A card shows Unlimited or No cap set when there is no cap for that period. |
Approaching-limit state | A card turns amber from 65% used. From 85%, or when the cap is reached, it turns red and is labeled approaching limit. |
Free Plan Limits | On free plans: the maximum minutes for audio evaluation and words for text evaluation. |
How caps are set
Caps are configured for your account by Exotel. Admins cannot edit them on this page. To change a Daily, Weekly, or Monthly cap:
- Contact your Customer Success Manager or the Exotel delivery team.
- Request the new cap values.
- Once applied, the new caps appear on Usage & Limit.
Trial accounts with no explicit cap default to 300 conversations per month.
When a cap is reached
When the account reaches a cap, further interactions may not be analyzed until the period resets or the plan changes. API ingest requests return CONVERSATION_CAP_EXCEEDED (6.3 Error codes).
Admins can get email warnings by turning on these events in Manage › Configuration › Alert & Notification (4.6 Alert & Notification):
- Usage Approaching Plan Limit — a warning before the cap is reached.
- Max Analysis Cap Reached — a notification when the cap is hit.
Each analysis counts toward usage. An interaction scored by two Quality Profiles counts as two analyses toward this count; the interaction itself counts once. See How rules are evaluated.
Important notes
- Admin-only. Only Admins can open Usage & Limit.
- Previous-day freshness. Usage reflects processing through the end of the previous day. It is not a live counter.
- Visibility, not billing. This page shows usage against caps. Billing and commercial adjustments stay with your CSM or commercial team.