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  • 1.  Hourly Licensing Model

    Posted an hour ago

    Our organization is re-evaluating our CX 2 licenses. We have some departments who spend less than 40 hours each month, interacting and communicating. It has been recommended to us to re-evaluate who needs a full license vs who may benefit being moved to an hourly license. 

    I am asking what your experience has been moving agents to an hourly license, what type of questions we should be asking, what we should look, etc. 

    Thank you


    #Other

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    Sarah Blizzard
    Workforce Performance Specialist, PEFCU
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  • 2.  RE: Hourly Licensing Model

    Posted an hour ago

    Hello Sarah,

    Good Afternoon!

    Hourly licensing works extremely well when applied surgically, not broadly.
    The biggest wins come from:

    • Low‑usage, predictable roles
    • Strong reporting and governance
    • Willingness to adjust quickly if patterns change

    If you want, I can also help you:

    • Create a decision matrix (Full vs Hourly)
    • Define eligibility rules
    • Draft a stakeholder/business justification
    • Build a monthly license review checklist

    Just tell me what you need next.

    Regard's

    Nitin Patil



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    Nitin Patil
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    Original Message


  • 3.  RE: Hourly Licensing Model

    Posted an hour ago

    Hi Sarah 

    -

    I'm not sure if the same organization can have two types of licenses; it would be good to check that.

    -

    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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    Original Message


  • 4.  RE: Hourly Licensing Model

    Posted 36 minutes ago

    Sarah, olá!

    Como você fez o devido estudo sobre o consumo de horas que sua equipe utiliza o GC2 você não terá impactos negativos em migrar para o licenciamento por hora.



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    Augusto Aranha
    Gerente de Desenvolvimento de Sistemas e Planejamento
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    Original Message


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