Genesys Cloud - Main

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Hi Anik,

Would you happen to know if there's a better way to track our org's AI token usage? So far we use Subscription > Billing & Usage page but we'd like to pull this data from an API. api/v2/billing/reports/billableusage doesn't really give us much details.

Thank you!

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

You have contradictory statements here. Can I use CoPilot without WEM/STA or not?  If no STA, then what exactly do we get with CoPilot?

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

You have contradictory statements here. Can I use CoPilot without WEM/STA or not?  If no STA, then what exactly do we get with CoPilot?

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

You can use Agent Copilot without WEM/STA Add Ons. But for Supervisor Copilot, WEM/STA is a prerequisite.

More on Agent Copilot here - https://help.mypurecloud.com/articles/about-genesys-agent-copilot/

More on Supervisor Copilot here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/

You have contradictory statements here. Can I use CoPilot without WEM/STA or not?  If no STA, then what exactly do we get with CoPilot?

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Hello. What do you call "supervisor copilot" and how to get it ? Just someone having "copilot admin" role or do you speak about something else ? 

Do you mean that a supervisor who is supervising his team, who is looking to the communication translation (voice) in performance,  is consuming STA tokens ? Voice translation minutes ? ? That was not the case with agent assist...!

And what about summary in performance ? This feature is still not available in French (and we are waiting for it impatiently), but when it will be available, will this consume anything extra ? ?

My clients appreciate copilot, but everyone becomes very prudent, regarding all bad surprises and all tokens consumed by mistake, they are a bit fed up of this. We must be very careful and explain very clearly how it works and what is consuming what...

In one specific client case, supervisors have the copilot admin role. They need to use performance, to see the conversation translation and, when it will be available, they will need the summary. What do they consume ? What is included or not ?

If it's ok, in a 2nd time, I think they will implement sentiment analysis, but in a few months only, when they will have a good grasp on the costs involved . 

Thanks for your help, it is very important for all our clients. 

Catherine 

You can use Agent Copilot without WEM/STA Add Ons. But for Supervisor Copilot, WEM/STA is a prerequisite.

More on Agent Copilot here - https://help.mypurecloud.com/articles/about-genesys-agent-copilot/

More on Supervisor Copilot here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/

You have contradictory statements here. Can I use CoPilot without WEM/STA or not?  If no STA, then what exactly do we get with CoPilot?

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Hello. What do you call "supervisor copilot" and how to get it ? Just someone having "copilot admin" role or do you speak about something else ? 

Do you mean that a supervisor who is supervising his team, who is looking to the communication translation (voice) in performance,  is consuming STA tokens ? Voice translation minutes ? ? That was not the case with agent assist...!

And what about summary in performance ? This feature is still not available in French (and we are waiting for it impatiently), but when it will be available, will this consume anything extra ? ?

My clients appreciate copilot, but everyone becomes very prudent, regarding all bad surprises and all tokens consumed by mistake, they are a bit fed up of this. We must be very careful and explain very clearly how it works and what is consuming what...

In one specific client case, supervisors have the copilot admin role. They need to use performance, to see the conversation translation and, when it will be available, they will need the summary. What do they consume ? What is included or not ?

If it's ok, in a 2nd time, I think they will implement sentiment analysis, but in a few months only, when they will have a good grasp on the costs involved . 

Thanks for your help, it is very important for all our clients. 

Catherine 

You can use Agent Copilot without WEM/STA Add Ons. But for Supervisor Copilot, WEM/STA is a prerequisite.

More on Agent Copilot here - https://help.mypurecloud.com/articles/about-genesys-agent-copilot/

More on Supervisor Copilot here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/

You have contradictory statements here. Can I use CoPilot without WEM/STA or not?  If no STA, then what exactly do we get with CoPilot?

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

Hello. What do you call "supervisor copilot" and how to get it ? Just someone having "copilot admin" role or do you speak about something else ? 

Do you mean that a supervisor who is supervising his team, who is looking to the communication translation (voice) in performance,  is consuming STA tokens ? Voice translation minutes ? ? That was not the case with agent assist...!

And what about summary in performance ? This feature is still not available in French (and we are waiting for it impatiently), but when it will be available, will this consume anything extra ? ?

My clients appreciate copilot, but everyone becomes very prudent, regarding all bad surprises and all tokens consumed by mistake, they are a bit fed up of this. We must be very careful and explain very clearly how it works and what is consuming what...

In one specific client case, supervisors have the copilot admin role. They need to use performance, to see the conversation translation and, when it will be available, they will need the summary. What do they consume ? What is included or not ?

If it's ok, in a 2nd time, I think they will implement sentiment analysis, but in a few months only, when they will have a good grasp on the costs involved . 

Thanks for your help, it is very important for all our clients. 

Catherine 

You can use Agent Copilot without WEM/STA Add Ons. But for Supervisor Copilot, WEM/STA is a prerequisite.

More on Agent Copilot here - https://help.mypurecloud.com/articles/about-genesys-agent-copilot/

More on Supervisor Copilot here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/

You have contradictory statements here. Can I use CoPilot without WEM/STA or not?  If no STA, then what exactly do we get with CoPilot?

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.

FAQ for Virtual Supervisor and Supervisor Copilot added here:

https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/

Hello. What do you call "supervisor copilot" and how to get it ? Just someone having "copilot admin" role or do you speak about something else ? 

Do you mean that a supervisor who is supervising his team, who is looking to the communication translation (voice) in performance,  is consuming STA tokens ? Voice translation minutes ? ? That was not the case with agent assist...!

And what about summary in performance ? This feature is still not available in French (and we are waiting for it impatiently), but when it will be available, will this consume anything extra ? ?

My clients appreciate copilot, but everyone becomes very prudent, regarding all bad surprises and all tokens consumed by mistake, they are a bit fed up of this. We must be very careful and explain very clearly how it works and what is consuming what...

In one specific client case, supervisors have the copilot admin role. They need to use performance, to see the conversation translation and, when it will be available, they will need the summary. What do they consume ? What is included or not ?

If it's ok, in a 2nd time, I think they will implement sentiment analysis, but in a few months only, when they will have a good grasp on the costs involved . 

Thanks for your help, it is very important for all our clients. 

Catherine 

You can use Agent Copilot without WEM/STA Add Ons. But for Supervisor Copilot, WEM/STA is a prerequisite.

More on Agent Copilot here - https://help.mypurecloud.com/articles/about-genesys-agent-copilot/

More on Supervisor Copilot here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/

You have contradictory statements here. Can I use CoPilot without WEM/STA or not?  If no STA, then what exactly do we get with CoPilot?

Yes, currently you do need either WEM or STA, as they provide the transcriptions required to generate AI Summaries and AI Insights.

If you're using Agent Copilot without WEM or STA, you can still receive a summary and some AI Insights (such as Reason for Contact, Resolution, Auto Wrap Up Code).

However, Supervisor Copilot Insights-like Reason for Sentiment and the upcoming Training Opportunities Insights -require WEM or STA.

Also, please note that there is no fair use transcription allocation specifically for Virtual Supervisor or Supervisor Copilot features. Transcription allocation comes with base licenses like GC3/GC4 and add-ons such as Agent Copilot, STA, or WEM.

Another question came up.  Do we need STA or WEM for AI Insights and how does fair use for transcription work for just AI Insights?

Yes, you have the correct understanding. We will get all these documented. 

Thanks Anik.  Always helpful!

To clarify:

Transcription - This is included if you have STA or +WEM or GC3 according to the Fair Use allocation based on named or concurrent licensing.

AI Insights - Gives you summary, reason for contact, outcome, follow-up (tbd), and reason for sentiment.  This is assigned in a program and is applied to every interaction for the queue assigned to the program.  This does not require Agent CoPilot, but if an agent has the Copilot permissions, you will only be charged the CoPilot license and not the AI Insights consumption.  Every 50 interactions consuming AI Insights will consume one token.

Supervisor CoPilot and Virtual Supervisor are merely market constructs to group features together, but each is billed separately according to AI Token usage including Translation, AI Scoring and possible future AI tools for supervisors and quality managers.

There is no license required to view a summary in AI Insights or through the API.

Please let me know if I got anything wrong and can you please adjust the Resource Center documentation to reflect some of this?  

Thanks.  

Robert

1. Transcription fair use allocation available for STA, WEM, Agent Copilot and GC3/GC4 license tiers. Paying for STA gives you the allocation, and the same is true for the other Add Ons and license tiers. This is outlined in this table: https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/
2. If your default program doesn't have any queues or flows assigned, nothing is getting AI Insights
3. We are billing based on events the system generates when an interaction is summarized or insights generated based on your Program settings. How much is outlined here: https://help.mypurecloud.com/articles/genesys-cloud-tokens-based-pricing-model/ (refer to AI Summary & Insights)
4. Just for generation
5. You can say its an umbrella term for a collection of individually consumed AI features for Supervisors
6. Virtual Supervisor is the umbrella term for AI Scoring which automatically scores an interaction using Gen AI with evaluation forms. It is also individually consumed like Supervisor Copilot features

More questions:

1. If you are paying for STA and you get minutes with that, what about the transcription minutes you get with the Fair Use?  Are they combined?
2. What if you just turn on at the Default program and don't assign queues or flows and just set the default under Speech and Text Analytics?
3. Since there are no real permissions with Supervisor CoPilot, how can there be billing for it and for how much?
4. Ok, just for generation, not for viewing or pulling
5. Yes, but what is the charge of Supervisor CoPilot or is it just a marketing term for the individually charged items and not billed separately?
6. How does Virtual Supervisor fit into this mess?

As you can see, none of this make sense.  If I can't decipher the information, I bet most of the rest of the world is just as confused.  

Hey Robert,

Let me answer your questions here, and we can add them to the Resource Center FAQ so everyone is aligned:

1. Yes STA Add On includes the combined Voice Transcription Offer (Native and Extended) (with SKU: GC-170-NV-VOICETRANSCRIPTION) and you get 1500 minutes with Named and 1950 minutes with Concurrent
2. AI Insights can be turned on the Program level. All interactions that belong to the queue/flow mapped to that program will have Summary & Insights generated and billed at 1 token = 50 interaction summaries & insights
3. No you are not charged for viewing a summary or insight if it was already generated with Agent Copilot. Supervisor Copilot billing will ignore interactions that already has Agent Copilot summaries/insights
4. No you don't get charged for pulling summaries/insights using the API
5. AI Insights and AI Summary is part of Supervisor Copilot, the features are described here - https://help.mypurecloud.com/articles/about-virtual-supervisor-and-supervisor-copilot/  - STA is separate and includes transcription, topic spotting, interaction categories, sentiment, empathy, sensitive data masking, and content search https://help.mypurecloud.com/articles/about-speech-and-text-analytics/
6. Permissions don't activate billing for Supervisor Copilot features such as AI Summary and AI Insights - they are consumption based and billed when consumed when summaries/insights are generated

The entire AI Token thing is getting to be a mess.  Someone at Genesys needs to clearly define the following:

• Is the STA Add-on inclusive of Transcription and is Fair Use calculated in and how?
• How does AI Insights billed if you turn it on at a Program Level - by Supervisor accessing, but queues assigned, by users in the queues?
• If you are charging for summary/reason/outcome for CoPilot already, how can someone be charged Supervisor CoPilot to just look at it?
• If you pull summary using an API, where would that be billed?
• What is the differences between Supervisor CoPilot, STA, and AI Insights?
• What permissions sets are involved that would turn on billing of the above?

The only thing we have on this is a few minutes on a Q&A show from last month and that was so disjointed in the presentation it just confused people all the more.  @Jason Kleitz or @Samuel Jillard, can you pull in a PM to answer these questions and please get decent documentation on the Resource Center?  As I see it now, I am paying for transcription with fair use and STA. I am paying for the summary with AI Insights and Agent CoPilot and Supervisor CoPilot.  I am being nickeled and dimed with transcriptions and evaluations, and if I have WEM or GC3, I am paying for a lot of this already.