Surge Rates

All about Surge Windows

In this Article:

The rate displayed on the banner doesn't match the rate I was told when onboarding

Will Surge Rates apply to scheduled calls? 

How will I know Surge Rates are active and when they expire?

How will Surge Rates be reflected in my Call History?

How will I be able to see when Surge Rates were active?

What happens if my call starts or ends when Surge Pricing is in effect? 

The rate displayed on the banner doesn't match the rate I was told when onboarding

The Surge Rate banner displays a base rate for your language. You may qualify for a higher rate than the one shown in the banner. Please refer to the email you received from our Onboarding & Compliance team to see your rate. The Surge Rate amount will be added to your rate. 

Example: 

The banner shows a $0.10 surge and the rate showing is $0.25 for a total per-minute rate of $0.35. Your rate from the Onboarding & Compliance team is $0.30. Your total per-minute rate will be $0.40 ($0.30 + $0.10 Surge).

Will Surge Rates apply to scheduled calls? 

No, Surge Rates only apply to on-demand calls. Pre-scheduled calls do not qualify for Surge Rates. 

How will I know Surge Rates are active and when they expire?

When a Surge Rate is set, you will receive a notification on your app with the per-minute Surge Rate, and the start date and time of the upcoming Surge Rate. When a Surge Rate is in effect, your app will have a ticker at the top with the Surge Rate and expiration time.  

How will Surge Rates be reflected in my Call History?

At this time, you will not be able to see Surge Rates in your Call History. 

Enhancements are coming to the Call History tab in the web app (app.jeenie.com) that will show your per-minute rate earned when you export your Call History in a .csv file. Rates, including Surge Rates, will not show in the mobile call history.

I calculate my estimated pay at the end of the month, how will I be able to see when Surge Rates were active?

You will be unable to see when Surge Rates were or were not active during the month.

Enhancements are coming to the Call History tab in the web app (app.jeenie.com) that will show your per-minute rate earned when you export your Call History in a .csv file. Rates, including Surge Rates, will not show in the mobile call history.

What happens if my call starts or ends when Surge Pricing is in effect? 

If the call starts during a Surge Rate window, the Surge Rate applies to the entire call. If the call starts before the Surge Rate is active, the call will be paid at the standard rate, not the Surge Rate. 

Examples: 

The Surge Rate is from 8 - 9 am ET and you were on a call from 7:55 - 8:05 am ET, the Surge Rate does not apply as the call started before the Surge Rate was active. 

The Surge Rate is from 8 - 9 am ET and you were on a call from 8:55 - 9:05 am ET, the Surge Rate applies to all 10 minutes as the call started while the Surge Rate was active.