What Are Subscription Usage Limits?
Subscription Usage Limits control how your team’s total monthly Shilo hours are allocated. You can use limits to make sure your subscription hours are being used intentionally and that one feature, source, or user does not consume more time than expected.
Call analysis, role play, and coaching all use time from the same subscription hour bucket. If all of your hours are used by automatic call analysis, your team may not have enough remaining time for role play or coaching.
By setting subscription-level limits, you can decide how much time should be used for call processing and how much should be reserved for practice or coaching.
For example, if your team has 20 monthly hours, you may choose to use 15 hours for call analysis and reserve 5 hours for role play.
When To Use Subscription Usage Limits
Use Subscription Usage Limits when you want to:
- Reserve time for role play or coaching
- Prevent automatic call analysis from using all available hours
- Control monthly usage more predictably
- Keep your subscription aligned with your team’s priorities
- Avoid unexpected overuse of call processing time
If your call analysis limit is set too low, Shilo may not analyze enough calls to provide clear trends or accurate coaching insights. We recommend reviewing your team’s usage before making major adjustments.
What Are User Usage Limits?
User Usage Limits control how much usage an individual team member can consume.
This is helpful for larger teams where multiple users share the same subscription hours. Without user-level limits, one or two highly active users could use a large portion of the team’s available coaching or role play time.
User Usage Limits help keep usage balanced across your team.
When To Use User Usage Limits
Use User Usage Limits when you want to:
- Give each team member a fair amount of coaching or role play time
- Prevent a few users from consuming the full team allocation
- Control access to usage-based features
- Manage adoption gradually across a larger team
- Monitor how individual users are engaging with Shilo
For example, you may choose to give each agent one hour of coaching time per month, then adjust that limit as you review usage and adoption.
How To Manage Usage Limits
1. Go to Settings.
2. Select Integrations.
3. Open Preferences
4. Locate your usage limit settings. - toward the bottom
5. Adjust your subscription-level or user-level limits.
6. Save your changes.
After updating your limits, monitor usage during the month to make sure the settings match your team’s workflow.
Best Practices
Start with a balanced allocation between call analysis and role play. If your team relies heavily on coaching, reserve enough hours for practice instead of allowing call analysis to use the entire subscription.
Review usage regularly, especially after onboarding new users or enabling new features. If your team is not ready to use a feature that consumes hours, you can turn it off or limit access until you have a usage plan in place.
Usage limits can be adjusted over time, so your first setup does not need to be permanent. Start with a thoughtful limit or no limit, and then review how your team uses Shilo, and update your preferences as needed.