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  • 1.  AI scoring support

    Posted 05-14-2025 10:01

    Good morning, our organization is interested in try the AI assisted scoring.  I understand that the following licenses allow AI scoring.  How can I verify that we have the correct licensing for our Quality department to begin using this feature?  

    Available with the following licenses:

    GC 1 WEM Add-on II

    GC 2 WEM Add-on I

    GC 3 & 4


    #QualityManagement

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    Yvonne Martinez
    AVP, Contact Center
    Rally Credit Union
    Corpus Christi TX
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  • 2.  RE: AI scoring support

    Posted 05-15-2025 06:04

    Hello,

    You'll also need AI Tokens to be able to enable the permission required, otherwise you'll see the setting but the required permission won't be available in your Org.

    You should see the AI Scoring option when you edit a question in Evaluation Forms

    If it's greyed out you'll need to add permissions for Quality > Evaluation Form > Edit AI scoring



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 3.  RE: AI scoring support

    Posted 05-21-2025 16:39

    what is the cost of the AI token? Does the token expire?  



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    Yvonne Martinez
    AVP, Contact Center
    Rally Credit Union
    Corpus Christi TX
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  • 4.  RE: AI scoring support

    Posted 05-22-2025 06:46

    Each org gets a free allocation of tokens each month, currently 250 tokens for named and 350 for concurrent.

    If you use more than that you get billed for the amount you used, you can see details in the Resource Center for cost of each feature and price per token.

    https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/

    If you Org was created before AI tokens were available you'll need to add that to your current contract to get the free allocation and permissions for the features.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 5.  RE: AI scoring support

    Posted 05-23-2025 09:19

    Not all orgs have tokens enabled. If you had Genesys Cloud CX enabled before the release of tokens you need to add via the AppFoundry if you do not have any of the historical AI skus. If you do have the ai skus you can't use the AppFoundry and will need to work with your rep at Genesys or you partner to perform an amendment. 



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    Steve Alix
    EDCi
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