Hi Sarah
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I'm not sure if the same organization can have two types of licenses; it would be good to check that.
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You can approach this evaluation by focusing on actual platform usage.
Hourly licensing in Genesys Cloud usually works well for users who only log in occasionally (for example supervisors, back-office staff, or teams that assist during peak periods).
Some useful questions to consider are:
- How often do they log in? Users under ~30–40 hours/month are often good candidates.
- Do they need constant access to interaction tools? Full-time agents usually benefit more from a full license.
- What features do they use? Some users may not require the full CX capabilities.
- Is their usage predictable or occasional?
A common approach is to review login duration over the last few months, identify low-usage groups.
One important detail: in the hourly model, time is counted while the user is logged in, not only when handling interactions. Reviewing login behavior is therefore important to avoid unexpected hourly usage.
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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