This is the hardest thing to grasp with Genesys Cloud - no licenses are actually assigned to users. The only assignable license is for Stand-alone phones. All other licenses or subscriptions are actually monthly usage based on the permissions assigned to users through roles. The only way to equate licensing to users is to create roles for each subscription type - like CX3 Agent, Communicate User, WEM Agent. Unfortunately, this is not 100% accurate since the communicate subscription is in the Agent license so you would not be billed for both Agent and Communicate. WEM would only be consumed if the agent is involved in something having to do with WEM or assigned to a function like Gamification or WFM. The AI Experience Tokens are similar and are triggered when the user starts using it and billed for the entire month. All others are usually usage based on sessions or minutes.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-13-2025 09:19
From: Samuel Jillard
Subject: Licenses doubt
Hi Manuel,
The license is assigned based on the permissions within roles: Important: The license that each role uses corresponds to the most expensive permission assigned to the role. The license represents the cost associated with assigning the role. (Assign roles, divisions, licenses, and add-ons)
Therefore, I believe it does still consume that license even if they haven't utilized the functions of the license.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 02-13-2025 08:34
From: Manuel Jesús Romero Ganaza
Subject: Licenses doubt
If a user has been assigned an add-on II digital license but only answers calls, does this consume a digital license?
#DigitalChannels
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Manuel Jesús Romero Ganaza
Control Técnico / Reporting
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