Genesys Cloud - Main

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

Hello Catherine, 

Hopefully I can help explain how STA tokens trigger and how they are consumed. The two main scenarios where STA tokens are consumed. 

A. Admin Role (Permission-based billing) 

• Tokens are consumed when users have specific STA-Related admin permissions:
  
  • Routing > Transcription Settings > View, Add, Edit
  • Speech and Text Analytics > Settings > View, Edit
  • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Feedback > View, Add, Delete

B. Agent Use (Feature-Based billing)

• Tokens are consumed when agents use specific STA features:
  • Topic spotting: When a topic is detected in an agent's interaction. 
  • Transcription: When an agent's call segment is transcribed using Native Voice Transcription

Because of the number of Agent using STA tokens (45) suggests they are being billed for STA usage. Even if the "Speech & Text Analytics" permission isn't checked in the role, agents might still consume tokens if their interactions are being transcribed, topic spotting is enabled for their queues, or they are subject to sentiment analysis.

STA tokens are linked to both permissions AND feature usage. The 45 token consumption sounds like its being used by agents who are subject to the STA features as described above. For sentiment analysis, if you're seeing both STA tokens AND STA fair-use charges, you should open a case with your CSM/TAM to make sure you are not being double charged. 

Hope this helps.  

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

Hi Cameron,

I thought STA was an out of the box Genesys feature that wasn't part of the tokenised cost model?

We have been digging into improving the OOTB list of topics to make them more fit for purpose recently and looking into sentiment topic trends but I wouldn't expect this to consume extra AI tokens.

Cheers

Hello Catherine, 

Hopefully I can help explain how STA tokens trigger and how they are consumed. The two main scenarios where STA tokens are consumed. 

A. Admin Role (Permission-based billing) 

• Tokens are consumed when users have specific STA-Related admin permissions:
  
  • Routing > Transcription Settings > View, Add, Edit
  • Speech and Text Analytics > Settings > View, Edit
  • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Feedback > View, Add, Delete

B. Agent Use (Feature-Based billing)

• Tokens are consumed when agents use specific STA features:
  • Topic spotting: When a topic is detected in an agent's interaction. 
  • Transcription: When an agent's call segment is transcribed using Native Voice Transcription

Because of the number of Agent using STA tokens (45) suggests they are being billed for STA usage. Even if the "Speech & Text Analytics" permission isn't checked in the role, agents might still consume tokens if their interactions are being transcribed, topic spotting is enabled for their queues, or they are subject to sentiment analysis.

STA tokens are linked to both permissions AND feature usage. The 45 token consumption sounds like its being used by agents who are subject to the STA features as described above. For sentiment analysis, if you're seeing both STA tokens AND STA fair-use charges, you should open a case with your CSM/TAM to make sure you are not being double charged. 

Hope this helps.  

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

STA does not consume tokens under CX3 licensing, but below that level it does consume tokens.  

Hi Cameron,

I thought STA was an out of the box Genesys feature that wasn't part of the tokenised cost model?

We have been digging into improving the OOTB list of topics to make them more fit for purpose recently and looking into sentiment topic trends but I wouldn't expect this to consume extra AI tokens.

Cheers

Hello Catherine, 

Hopefully I can help explain how STA tokens trigger and how they are consumed. The two main scenarios where STA tokens are consumed. 

A. Admin Role (Permission-based billing) 

• Tokens are consumed when users have specific STA-Related admin permissions:
  
  • Routing > Transcription Settings > View, Add, Edit
  • Speech and Text Analytics > Settings > View, Edit
  • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Feedback > View, Add, Delete

B. Agent Use (Feature-Based billing)

• Tokens are consumed when agents use specific STA features:
  • Topic spotting: When a topic is detected in an agent's interaction. 
  • Transcription: When an agent's call segment is transcribed using Native Voice Transcription

Because of the number of Agent using STA tokens (45) suggests they are being billed for STA usage. Even if the "Speech & Text Analytics" permission isn't checked in the role, agents might still consume tokens if their interactions are being transcribed, topic spotting is enabled for their queues, or they are subject to sentiment analysis.

STA tokens are linked to both permissions AND feature usage. The 45 token consumption sounds like its being used by agents who are subject to the STA features as described above. For sentiment analysis, if you're seeing both STA tokens AND STA fair-use charges, you should open a case with your CSM/TAM to make sure you are not being double charged. 

Hope this helps.  

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

Hello Catherine, 

Hopefully I can help explain how STA tokens trigger and how they are consumed. The two main scenarios where STA tokens are consumed. 

A. Admin Role (Permission-based billing) 

• Tokens are consumed when users have specific STA-Related admin permissions:
  
  • Routing > Transcription Settings > View, Add, Edit
  • Speech and Text Analytics > Settings > View, Edit
  • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Feedback > View, Add, Delete

B. Agent Use (Feature-Based billing)

• Tokens are consumed when agents use specific STA features:
  • Topic spotting: When a topic is detected in an agent's interaction. 
  • Transcription: When an agent's call segment is transcribed using Native Voice Transcription

Because of the number of Agent using STA tokens (45) suggests they are being billed for STA usage. Even if the "Speech & Text Analytics" permission isn't checked in the role, agents might still consume tokens if their interactions are being transcribed, topic spotting is enabled for their queues, or they are subject to sentiment analysis.

STA tokens are linked to both permissions AND feature usage. The 45 token consumption sounds like its being used by agents who are subject to the STA features as described above. For sentiment analysis, if you're seeing both STA tokens AND STA fair-use charges, you should open a case with your CSM/TAM to make sure you are not being double charged. 

Hope this helps.  

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

@Cameron Tomlin Since you seem to have mastered invoicing, I'll allow myself to go a little overboard....

How is the "supervisor copilot" feature billed? 

For example, let's imagine I've got 2 supervisors, who want to be able to get the summaries in performance of their 10 copilot agents. And only the summary feature.

I will give them the permissions (Speech and Text Analytics > AiSummary > View permission , and Recording > Recording > View Sensitive Data permission): Is this simple affectation consumming  tokens ? How many per supervisor ? 

Then , I will activate sta, create a program on queues and flows. 

If I understand corectly, this will consume 1 token for 50 summaries ? whatever the number of supervisors or copilot agents ? 

And I think it will also consume Speach & text analytics minutes (deducted from fair-use) ? 

Is that correct ? 

I understand that not only the copilot conversations will be summarized, but all concerned by my program. And that only AI summary tokens are consumed, depending of the number of conversations. But not sure about tokens consumed by admin permissions. 

Thanks for your help. 

Catherine  

Hello Catherine, 

Hopefully I can help explain how STA tokens trigger and how they are consumed. The two main scenarios where STA tokens are consumed. 

A. Admin Role (Permission-based billing) 

• Tokens are consumed when users have specific STA-Related admin permissions:
  
  • Routing > Transcription Settings > View, Add, Edit
  • Speech and Text Analytics > Settings > View, Edit
  • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Feedback > View, Add, Delete

B. Agent Use (Feature-Based billing)

• Tokens are consumed when agents use specific STA features:
  • Topic spotting: When a topic is detected in an agent's interaction. 
  • Transcription: When an agent's call segment is transcribed using Native Voice Transcription

Because of the number of Agent using STA tokens (45) suggests they are being billed for STA usage. Even if the "Speech & Text Analytics" permission isn't checked in the role, agents might still consume tokens if their interactions are being transcribed, topic spotting is enabled for their queues, or they are subject to sentiment analysis.

STA tokens are linked to both permissions AND feature usage. The 45 token consumption sounds like its being used by agents who are subject to the STA features as described above. For sentiment analysis, if you're seeing both STA tokens AND STA fair-use charges, you should open a case with your CSM/TAM to make sure you are not being double charged. 

Hope this helps.  

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

Hello Catherine, 

Simply assigning the permissions does NOT consume any tokens. Permission assignment is free, the charges are purely consumption based. 

Your understanding is correct, the consumption rate is 1 token = 50 summaries. This is independent of the number of supervisors or copilot agents. Tokens are only consumed when summaries are generated, not when they are viewed or retrieved via API. 

As for the speech and text analytics minutes will be consumed and deducted from your your fair use allocation. The program you create will analyze all conversations within the configured queues and flows, not just copilot conversations. 

Important note on duplicate charges: As far as I am aware, If an interaction has already been summarized by Agent Copilot, you shouldn't be charged again for Supervisor Copilot AI summary and insights for the same interaction. If you are seeing this please contact your CSM to get a case opened with our billing team. 

Thats a lot of information so to summarize:

1. No token consumption for setting up permissions
2. Token consumption will be based soley on the number of summaries generated (1 token per 50 summaries)
3. STA minutes will be consumed for the analysis
4. The summaries will be generated for all conversation in your configured program, not just those involving copilot agents. 

Hope this helps a bit!

@Cameron Tomlin Since you seem to have mastered invoicing, I'll allow myself to go a little overboard....

How is the "supervisor copilot" feature billed? 

For example, let's imagine I've got 2 supervisors, who want to be able to get the summaries in performance of their 10 copilot agents. And only the summary feature.

I will give them the permissions (Speech and Text Analytics > AiSummary > View permission , and Recording > Recording > View Sensitive Data permission): Is this simple affectation consumming  tokens ? How many per supervisor ? 

Then , I will activate sta, create a program on queues and flows. 

If I understand corectly, this will consume 1 token for 50 summaries ? whatever the number of supervisors or copilot agents ? 

And I think it will also consume Speach & text analytics minutes (deducted from fair-use) ? 

Is that correct ? 

I understand that not only the copilot conversations will be summarized, but all concerned by my program. And that only AI summary tokens are consumed, depending of the number of conversations. But not sure about tokens consumed by admin permissions. 

Thanks for your help. 

Catherine  

Hello Catherine, 

Hopefully I can help explain how STA tokens trigger and how they are consumed. The two main scenarios where STA tokens are consumed. 

A. Admin Role (Permission-based billing) 

• Tokens are consumed when users have specific STA-Related admin permissions:
  
  • Routing > Transcription Settings > View, Add, Edit
  • Speech and Text Analytics > Settings > View, Edit
  • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Feedback > View, Add, Delete

B. Agent Use (Feature-Based billing)

• Tokens are consumed when agents use specific STA features:
  • Topic spotting: When a topic is detected in an agent's interaction. 
  • Transcription: When an agent's call segment is transcribed using Native Voice Transcription

Because of the number of Agent using STA tokens (45) suggests they are being billed for STA usage. Even if the "Speech & Text Analytics" permission isn't checked in the role, agents might still consume tokens if their interactions are being transcribed, topic spotting is enabled for their queues, or they are subject to sentiment analysis.

STA tokens are linked to both permissions AND feature usage. The 45 token consumption sounds like its being used by agents who are subject to the STA features as described above. For sentiment analysis, if you're seeing both STA tokens AND STA fair-use charges, you should open a case with your CSM/TAM to make sure you are not being double charged. 

Hope this helps.  

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

I presume you do not have CX3 licenses for those agents?

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

I presume you do not have CX3 licenses for those agents?

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics 

@Cameron Tomlin thanks so much.

Teh consumption is not 45, but 1620. I supposed these 1620 were 45 * 36. So 36 users.

In billing report, I found 83 users using 45 tokens each, but we are in concurrent mode. (GCX2 concurrent)

Thanks for your explanations, it's quite clear. 

I presume you do not have CX3 licenses for those agents?

Hi all. I notice a high consumption og STA tokens, and I try to find where this come sfrom. 

In all the roles configured, none is using STA add-on 

In the billing report, I can see that a lot of agents are consumming 45 STA tokens. These agents are using 1 unique role "standard agent" , and I can't find any permission consuming tokens in this role. How can I find it. There is no "speech & text" analytics permission checked in this role. 

How are these tokens counted? Are they linked to a permission or to calls? In the doc I see that 1 agent consumes 45 tokens (in named), but what type of agents? What permission?

Are these the agents that respond to queues on which STA has been activated for sentiment analysis? Which would mean that the STA is charged twice: in the STA tokens + in the STA fair-use ? 

Does someone know when (in which cases) the STA tokens are incremented please ? And which permissions increment them ? 

Thanks a lot 

Catherine 

#Tokens #SpeechandTextAnalytics