Hello Timothy,
Genesys doesn't currently provide native division level or business unit level billing break downs. The billing and usage data in Genesys is measured and reported at the org level. This makes it hard to track usage per business unit or department, allocate costs to different for internal chargebacks and monitor which teams are consuming resources like AI token, transcription minutes or API calls.
For current workarounds:
Manual usage reports - Export usage data from the Billing & Usage reports (available under Account > Subscription) and manually allocate based on queue or agent assignment
API queries - Use the Billing API (GET /api/v2/billing/reports/billableusage) to retrieve billable usage, though this still doesn't provide division-level granularity
Analytics API aggregation - Query analytics endpoints to aggregate interaction data by division/queue, then estimate billing impact (the "guesstimating" you mentioned)
Contact your CSM/TAM - They can sometimes provide more granular billing breakdowns, though this still requires manual work
These are your best bets currently. I know that improvements are on the way but it could still be awhile before they launch.
Hope this helps!
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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 05-04-2026 10:37
From: Timothy Alexander
Subject: Billing Breakdown for multiple Divisions / Queues in larger orgs
Hello All,
I was wondering how everyone is handling usage based billing for multiple orgs. I've got quite a number of business units/internal departments who need to have billing broken down for each.
Has anyone come up with a good solution for this? Outside of running usage reports and manually querying API for each interaction or just "guesstimating" based on queue stats?
Tim
#ArchitectandDesign
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Timothy Alexander
Global Network And Unified Communications Architect
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