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Below the three types of Agents are explained and how they interrelate.
User-Service Agent:
The User-Service Agent component is added to a User-Service within a User-Package that resides on a User/Account (via edit Package -> edit Service on the Packages or Overview tab)
The User-Service Agent component will take precedence (override) User-Agent settings on the account (if a User-Agent is configured on the account or parent account)
If 'Commission Details' are configured on the User-Service Agent then commission will be applicable regardless of which Commission Type is configured on the User-Service. Matching the exact Commission Type specified on the User-Service is not required when Commission Details are defined on the User-Service Agent, any commissionable Service will result in commission being earned in this scenario
If Commission Details are not configured on the User-Service Agent then Agent commission settings (Setup tab -> Agents -> Agent Commission Details) will be referenced. If the 'Commission Type' on the User-Service matches the Agent Commission Details -> Commission Type then commission will be earned based on the the Agent Commission Detail configuration. If the Commission Type does not match, no commission will be applicable (Note: how commission is applied is laid out in a flow chart below this section)
User-Agent:
The User-Agent added to a User/Account (from the Tools tab)
The User-Agent commission settings will not be referenced for a User-Service on the account if the User-Service has a Agent Component on it (the lower level User-Service Agent agent takes precedence over the User-Agent)
If UserAgent Commission Details are configured for the User-Agent then a "Commission Type" defined in one of the UserAgent Commission Details must match the Commission Type setup on the User-Service. If the Commission Type does not match then Agent Commission Details (commission details configured for the Agent on the Setup tab) will be evaluated to see if commission is applicable, i.e. if the User Service -> Commission Type matches the Agent -> Commission Type then Agent commission settings will be applicable, if not no commission will be paid
If no UserAgent Commission Details are configured for the User-Agent then Agent commission settings will be evaluated, if there is no type match at the Agent level then no commission is applicable
Agent:
The Agent settings are configured on the Setup tab (Setup -> Commission -> Agents)
Agents are tied to and created from existing EngageIP accounts, i.e. accounts need to exist/be created for each sales agent that earns commission
Once Agents are defined they will be selectable when adding a User-Service Agent component to a User-Service or a User-Agent to an Account
Agent commission details are not referenced independently, they are only evaluated if a User-Service Agent/User-Agent is present on a User-Service/User and the Commission Detail Settings for these Agents are either:
a. Not configured or.
b. The User-Agent Commission Details > Commission Type does not match the User-Service
Commission TypeLike the User-Agent, the Agent Commission Detail settings will only be applied if the "Commission Type" (for instance 'One Time' commission) matches the Commission Type set on the Commission Type Component that is connected to the User-Service. If there is no Commission Type match (Service Component -> Commission Type matches Agent Commission Details -> Commission Type) then commission is not applicable
Agents and their commission configuration under one Owner can be shared with other branded owners (configuration steps are listed in this article below)
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The Event Manager Windows Service must be running for commissions to be applied
The 'Commission Pay Type' must be configured on the AdminPortal Configuration page
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A Commission Type Component MUST exist on the Service or commission will not be applied
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The Commission Type Component must match the Commission Type setup on the User-Agent/Agent or commission will not be applied
Note: the 'User-Service Agent' only requires a (i.e. "Any") Commission Type component to be on the User-Service in question when User-Service Agent Commission Details are configured, the type does not need to match when User-Service Agent Commission Details have been configured
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Commission details must be defined at some level (i.e. if not at a lower level Agent they must be configured at the Agent level) or commission will not be applied
Upgrading from EngageIP 8.5.25.x and Earlier Releases
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Load the Setup tab
Locate the Commissions section and click on Commission Type
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Click the Add button
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Enter a Name for the commission type (e.g. "One-Time", "Recurring", etc.)
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Click Save
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Add additional types as needed
Agent Configuration
Agents in EngageIP are entities earn commission (dealers, inside sales reps, etc.). Agents are associated with accounts in EngageIP, the accounts for Agents in the AdminPortal must be setup before you can add Agents on the Setup tab and specify Agents Commission Details.
Adding Agents
Load the Setup tab
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Locate the Commissions section and click on Agents
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Click on the Add button
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Select the appropriate account as the Agent
MakeNewAgent - select the account in EngageIP that represents the Sales Agent you are
setting upHold Period (introduced in EngageIP 8.5.24.2) used to hold back commission payment until a
certain period of time has passed (i.e. 2M = hold off paying out commissions to this agent until
the Effective Date of the first package on the customer's account is two months old)Retire (introduced in EngageIP 8.5.26.0) used to set the Agent as retired stopping all
commission calculations from being applied for this Agent
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Click Save when finished or Save/New to add another agent
Adding Commission Details to Agents
Load the Setup tab
Locate the Commissions section and click on Agents
Click on the name of the Agent you wish to add Commission Details for
The Agent Commission Detail page will load, click Add on this page
Enter the Agent Commission Details (required fields are in red):
Select the CommissionType in the drop down list
Select the Commission Calculation Type (Flat rate or Percentage)
Enter the Rate to be in sync with the Commission Calculation Type. For example entering 5 with the type of Flat is $5.00, entering 0.05 with the type as Percentage is 5%
In the Occurrences field enter number of times commission should be applied when the service is billed/payment is collected (leaving this field empty or blank means keep applying commission indefinitely)
Calculate Commission On First Invoice Only (Introduced in EngageIP 8.5.19.0): should be selected if you want to pay out commission on the initial invoice onlyNote: the invoice must be paid for commission to be granted, not merely issued
If an agent should earn commission for both the first invoice and for subsequent Service billing/payments for the Commission Type in question, then Agent Commission Details will need to be added at least twice. I.e. if the desired configuration is to pay out commission for the first invoice and to pay out monthly commission each time a particular Service is billed then define:
Agent->Add Commission Detail->Configure for proper Commission Type (matches the Service Component Commission Type), enable 'Calculate Commission On First Invoice Only'
Agent->Add Commission Detail->Use the same Commission Type, do not enable 'Calculate Commission On First Invoice Only'
Result: if the Commission Type on the Service (component) matches the Agent Commission Type -> Payout once for the first invoice when billing/payment occurs & also pay commission out as the service is billed/paid going forward based on the "Occurrences" setting
Clawback (Introduced in EngageIP 8.5.24.2): can be used to change the rule from a commission payout rule to a Clawback commission rule
Clawback rules allow commission payout to reclaimed in whole or in part when services are canceled on a new account prior to meeting a minimum number of billed months
For example: you can configure a commission rule to pay out 10% commission for each service (Type Percent, Rate 0.10) and a separate Clawback rule to take back 5% commission (Type Percent, Rate 0.05) for each service if the Minimum Period is not met.
Clawback Minimum Period (Introduced in EngageIP 8.5.24.2): used when Clawback is enabled in order to specify the number of billing periods that need to be billed for clawback rules to be ignored
For example: if set to 3 (three months) then commission will be taken back (at the Rate specified in the Clawback rule) for commission paid out prior to reaching the third month. If the new account is canceled in the fourth month however, no commission will be reclaimed
Note: the Clawback Minimum Period will be considered when Commission Detail Types of 'Default' or 'New Order' are used but not 'Renewal' types. A Clawback minimum period will always be calculated against the start of a contract (New Order), it will not factor in renewal periods
Commission Detail Type (Introduced in EngageIP 8.5.26.0): determines in what scenario the commission applies
Default: the stock behavior, apply commission based upon Commission Detail Type matching (User Service Component > User Agent/Agent Commission Detail rules). Detailed in the How Commission is Applied section above
New Order: trigger commission calculations when a new User-Contract is activated on an Account. When the User-Contract is activated the normal commission calculation rules will be executed to determine if commission is applicable (i.e. Commission Types on User-Services within the User-Contract must match Commission Types configured in User Agent settings on the Account or failing that Commission Types configured at the Agent level). New Order Commissions will continue to pay out for subsequent months (they are not one-time bonuses), if you wish commission to be paid out only once for the new User-Contract then set the Occurrences value to 1
Renewal: trigger commission calculations when a User-Contract is manually Renewed on an Account. Commission calculations will not occur if a User-Contract is set to 'Auto Renewable' (as in that scenario the Agent had nothing to do with getting the Contract Renewed). Renewal commission will only be calculated if a new User-Contract is created when the old User-Contract expires and the new User-Contract > 'Renewed From User Attribute Contract' field is set to the ID value of the expired User-Contract. Once the User-Contract is renewed the normal commission calculation rules still apply to determine if commission is applicable (Commission Type matching). Like the New Order functionality, Commission for a Renewed User-Contract will continue to pay out for subsequent periods if the renewed contract and applicable User-Packages remain active, to control the payout length define an Occurrences value
Advancement (Introduced in EngageIP 8.5.26.0): when enabled permits sales agents to earn commission for services connected to a User-Contract in advance of Services in the Contract being billed/paid. For more information see the Configuring Advancement section below
Retire (Introduced in EngageIP 8.5.26.0): allows you to retire the Commission Detail so that the Agent no longer earns commission for it. Used in conjunction with the 'Effective Date' field
[glossary_exclude]Effective Date[/glossary_exclude] (Introduced in EngageIP 8.5.26.0): is used when the Retire option is enabled to indicate the exact date a Commission Detail will be retired. Commissions will continue to be calculated in relation to the Commission Detail rule until this retirement date is reached
Click Save
Repeat the process above for all the Agents you wish to setup commissions for
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Bonus Commission can be paid out when a certain commission threshold is reached across all accounts that an agent receives commission for. Bonuses can be tiered and multiple bonuses can be configured so that more than one Bonus is applicable for an Agent. Bonus commission is determined when the Commission Statement for an Agent is closed. For example if an Agent is configured to receive a bonus of 10% commission when $1,000 of commission is earned for any Commission Type, then when the Agent's Commission Statement is closed a $100 bonus will be applicable if the commission payable equals or exceeds $1,000.
Load the Setup tab
Click Agents
Click on the Name of the Agent you want to setup Bonus Commission for
On the Edit Agent page under the Agent Bonus Commission Detail section click Add
Fill in the Bonus detail (required fields are in red)
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Name: enter a name (label) for the bonus commission
Retire: this option will disable the Bonus Commission Detail for the Agent until it is unchecked
CommissionType: this field will indicate what Commission Type will be shown in the Commission
Type field on ReportsConditions: click 'Add Condition' to define what Commission Types Bonus Commission will apply to
Note: you must set at least one Condition for Bonus Commission to be usedAll Commission Types: set this if you wish to total up the commission for all Commission Types that the Agent receives commission for
Other Commission Types: if you wish to calculate the bonus (tier threshold) against the total commission for specific Commission Types specify them here
Add Condition: use this option to total up the commissions for multiple types (one-time commission + hardware commission for instance)
Tiers:
Threshold: set this to pay out on the total commission earned for the Commission Types defined in Conditions above (e.g. if Conditions = Commission Type hardware and you want to pay out a bonus once $2,000 of commission has been earned for hardware sales in a period enter 2000 in the threshold field)
Calculation Type: set either a percentage bonus payout or a flat bonus amount to payout
Rate: works in conjunction with the Calculation Type. If set to 100 and Flat, a $100 payout will occur when the commission threshold is reached, if set to 0.10 and Percent, a 10% bonus will be paid out on the commission earned
Click Save
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Load the Setup tab
Click Services
Click on the name of the service you wish to add the commission component to
Under the Components heading click Add
Select the Commission Type component
In the CommissionType field select the appropriate type
Note: if this field is empty then Commission Types are not setup, ensure you have followed the instructions under 'Adding Commission Types' above firstClick Save and the Component will be listed on the Service edit page
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8. Click Save on the Service Edit page
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Go to the Setup tab
Scroll Down to Commissions
Select Commission Owners
A list of branded owners will be presented, select which owners you want to share the Top Owner's Agents with
5. Once you have made your selection you will be able to use the Agents from the Top Owner in the branded owners that you selected
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