Calls are billed based on the time on the IRS line (bill duration) multiplied by the credits-per-minute rate for that call
Time on the IRS line is elapsed time between:
- time that enQ bridged your call to the IRS line and
- hangup time.
The billing increment is one second.
The credits-per-minute rate is dynamic and determined by the aggregate supply and demand through the enQ platform. The credits-per-minute rate may vary depending on the department and time of day called.
Supply is defined as the quantity and difficulty in reaching an agent at a particular department at that time of day. Supply is limited as the IRS answers a finite number of calls per day. In addition, reaching an IRS agent can be difficult due to the IRS’ courtesy disconnects and long hold times.
Demand is defined as the number of enQ customers desiring to connect to those agents at that particular department and time of day.
enQ’s objective is to charge the lowest credits per minute rate that provides an adequate level of service balancing the supply and demand across all of its customers.
The credits-per-minute rate for a popular IRS department at 7 am EST may be significantly less than the same department at noon. The rate for a low-demand IRS department may be low regardless of the time of the day.
If the call duration is 330 seconds (5.5 minutes) at a rate of 70 credits per minute, the billed fee would be 5.5*70 → 385 credits. This fee excludes taxes. Taxes will be applied on the invoice at the end of the billing cycle.