Genesys Cloud - Main

Hi

Can anyone please explain how concurrent licenses work on Purecloud as compared to Pureconnect ?

I have checked the Resource page and not much info available there.

Thanks

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Mohammed Cassim
Pivotal Data (Pty) Ltd
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Hi Mohammed
We opted for concurrent licensing I have up to about 100 users from Administrators to Agents.
Agents who go "On-Queue" and exceed more than 30 minutes simultaneously are billed depending on the peak amount of agents.

As Genesys do not support a blended user billing we opted for concurrent based around the nature of the call center being shift work.
On average monthly charges its rather impressive to operate such functions for a call center is relatively cheap.

Named users on the other hand i suspect are billed no matter what and this type of billing maybe far more expensive

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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Hi Darryn

Thanks for the info.

So basically the concurrent part takes effect once an agent goes onqueue status ?

Regards,

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Mohammed Cassim
Pivotal Data (Pty) Ltd
------------------------------

Original Message:
Sent: 07-03-2018 03:58
From: Darryn Chang
Subject: Concurrent license

Hi Mohammed
We opted for concurrent licensing I have up to about 100 users from Administrators to Agents.
Agents who go "On-Queue" and exceed more than 30 minutes simultaneously are billed depending on the peak amount of agents.

As Genesys do not support a blended user billing we opted for concurrent based around the nature of the call center being shift work.
On average monthly charges its rather impressive to operate such functions for a call center is relatively cheap.

Named users on the other hand i suspect are billed no matter what and this type of billing maybe far more expensive

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Correct for example last month although we have 90 agents across a blended environment of Inbound and Outbound. At peak period the maximum users were 24. Given we also operate 2 customer self service IVR services it was only the 24 agents that were charged as it exceeded the 30 minute "On-queue" period in a month.

I have found that concurrent licensing far better as far as cost goes, think about those periods if applicable to your organisation when there is a need for reduced capacity lets say holiday periods. If your business practice is to reduce the workflow for such periods then of course your billing charges for that month may potentially be reduced as you have less agents on-queue.




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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 07-03-2018 04:03
From: Mohammed Cassim
Subject: Concurrent license

Hi Darryn

Thanks for the info.

So basically the concurrent part takes effect once an agent goes onqueue status ?

Regards,

------------------------------
Mohammed Cassim
Pivotal Data (Pty) Ltd
------------------------------


Original Message:
Sent: 07-03-2018 03:58
From: Darryn Chang
Subject: Concurrent license

Hi Mohammed
We opted for concurrent licensing I have up to about 100 users from Administrators to Agents.
Agents who go "On-Queue" and exceed more than 30 minutes simultaneously are billed depending on the peak amount of agents.

As Genesys do not support a blended user billing we opted for concurrent based around the nature of the call center being shift work.
On average monthly charges its rather impressive to operate such functions for a call center is relatively cheap.

Named users on the other hand i suspect are billed no matter what and this type of billing maybe far more expensive

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Hello Mohammed,

Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. For example, if a customer has agents who work in consecutive shifts, i.e. 1st shift works 6am-3pm, 2nd shift works 3pm-12am, then they can use concurrent licenses because only part of the workforce is active on the platform at any given time, and this saves the customer money.

I hope this helps too.


------------------------------
Marie Grace Delos Santos
Genesys - Employees
------------------------------

So how do you identify concurrent licences?
We have seen a large increase in our billing cycle. We only have 16 agents but can see we get billed for 19,20,21 +

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Lee Jacques
Turners Group NZ Limited
------------------------------

Original Message:
Sent: 09-21-2018 10:46
From: Marie Grace Delos Santos
Subject: Concurrent license

Hello Mohammed,

Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. For example, if a customer has agents who work in consecutive shifts, i.e. 1st shift works 6am-3pm, 2nd shift works 3pm-12am, then they can use concurrent licenses because only part of the workforce is active on the platform at any given time, and this saves the customer money.

I hope this helps too.


------------------------------
Marie Grace Delos Santos
Genesys - Employees
------------------------------

I wonder if its to do with the amount of sessions connected.
For example if you open more than 1 browser window but login twice on 2 screens.
Plus considering that using the X to close off Purecloud but not necessarily logging out the correct way, I wonder if this has an effect on how the concurrent users are calculated at peak period.




------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 10-15-2018 18:53
From: Lee Jacques
Subject: Concurrent license

So how do you identify concurrent licences?
We have seen a large increase in our billing cycle. We only have 16 agents but can see we get billed for 19,20,21 +

------------------------------
Lee Jacques
Turners Group NZ Limited
------------------------------


Original Message:
Sent: 09-21-2018 10:46
From: Marie Grace Delos Santos
Subject: Concurrent license

Hello Mohammed,

Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. For example, if a customer has agents who work in consecutive shifts, i.e. 1st shift works 6am-3pm, 2nd shift works 3pm-12am, then they can use concurrent licenses because only part of the workforce is active on the platform at any given time, and this saves the customer money.

I hope this helps too.


------------------------------
Marie Grace Delos Santos
Genesys - Employees

HI Darren, an old topic but did you ever find clarification around your thought here?

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Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 10-16-2018 20:17
From: Darryn Chang
Subject: Concurrent license

I wonder if its to do with the amount of sessions connected.
For example if you open more than 1 browser window but login twice on 2 screens.
Plus considering that using the X to close off Purecloud but not necessarily logging out the correct way, I wonder if this has an effect on how the concurrent users are calculated at peak period.




------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------


Original Message:
Sent: 10-15-2018 18:53
From: Lee Jacques
Subject: Concurrent license

So how do you identify concurrent licences?
We have seen a large increase in our billing cycle. We only have 16 agents but can see we get billed for 19,20,21 +

------------------------------
Lee Jacques
Turners Group NZ Limited


Original Message:
Sent: 09-21-2018 10:46
From: Marie Grace Delos Santos
Subject: Concurrent license

Hello Mohammed,

Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. For example, if a customer has agents who work in consecutive shifts, i.e. 1st shift works 6am-3pm, 2nd shift works 3pm-12am, then they can use concurrent licenses because only part of the workforce is active on the platform at any given time, and this saves the customer money.

I hope this helps too.


------------------------------
Marie Grace Delos Santos
Genesys - Employees

Hi Marie Grace
I found on the knowledge base that there is a report for concurrent users for Purecloud - see at bottom of the following article 
https://help.mypurecloud.com/articles/purecloud-pricing-and-concurrency-update/
But When i look into my report section although I'm admin for all our divisions I can't find that report 
https://apps.mypurecloud.de/directory/#/engage/reports/new
Any tip to get to that report ?
tx in advance 
Renaud Larcier
Purecloud admin since a few months only :-)

------------------------------
renaud larcier
Travelport
------------------------------

Original Message:
Sent: 09-21-2018 10:46
From: Marie Grace Delos Santos
Subject: Concurrent license

Hello Mohammed,

Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. For example, if a customer has agents who work in consecutive shifts, i.e. 1st shift works 6am-3pm, 2nd shift works 3pm-12am, then they can use concurrent licenses because only part of the workforce is active on the platform at any given time, and this saves the customer money.

I hope this helps too.


------------------------------
Marie Grace Delos Santos
Genesys - Employees
------------------------------

I found in the meantime another threaad where this was explained 

Did you check the Reports under   Admin --> Subscription   and then "Download Usage Report" ?
Sorry

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renaud larcier
Travelport
------------------------------

Original Message:
Sent: 01-16-2020 07:11
From: renaud larcier
Subject: Concurrent license

Hi Marie Grace
I found on the knowledge base that there is a report for concurrent users for Purecloud - see at bottom of the following article
https://help.mypurecloud.com/articles/purecloud-pricing-and-concurrency-update/
But When i look into my report section although I'm admin for all our divisions I can't find that report
https://apps.mypurecloud.de/directory/#/engage/reports/new
Any tip to get to that report ?
tx in advance
Renaud Larcier
Purecloud admin since a few months only :-)

------------------------------
renaud larcier
Travelport
------------------------------


Original Message:
Sent: 09-21-2018 10:46
From: Marie Grace Delos Santos
Subject: Concurrent license

Hello Mohammed,

Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. For example, if a customer has agents who work in consecutive shifts, i.e. 1st shift works 6am-3pm, 2nd shift works 3pm-12am, then they can use concurrent licenses because only part of the workforce is active on the platform at any given time, and this saves the customer money.

I hope this helps too.


------------------------------
Marie Grace Delos Santos
Genesys - Employees