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  • 1.  WEM License

    Posted 22 days ago

    Hi Team, do you know how to identify how the use of WEM licenses is calculated when a customer uses Speech Analytics?

    Is it only when transcription is enabled, or when the content search option is enabled?


    #SpeechandTextAnalytics

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    David Betoni
    Principal PS Consultant
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  • 2.  RE: WEM License
    Best Answer

    Posted 22 days ago
    Edited by David Betoni 21 days ago

    Hey David,

    This article seems to cover it pretty well:
    https://help.mypurecloud.com/articles/add-workforce-engagement-management-to-your-subscription/

    It's about permissions or if it's being used on interactions.

    Administrator role (permission) – All users who have administrator permissions for WEM related capabilities will be billed for the WEM add on product. See the notes section below for a list of the permissions.
    (This would apply to any role, out of the box or custom that utilizes a permission requiring the WEM license.)

    Agent use 

    • When a topic is detected in an interaction involving an agent.
    • When an agent's call segment is transcribed using Native Voice Transcription. However, transcribing an agent's call segment with Extended Voice Transcription Service (EVTS) does not incur WEM Add-On charges for the agent.

    Note: For organizations that have a concurrent license, the billable user count will be calculated according to the concurrent peak for the set of users who used WEM features (as applicable for Genesys Cloud CX 1 WEM Add-on II or Genesys Cloud CX 2 WEM Add-on I) at some point in a given billing month. Concurrency is measured based on when users are logged in, not when they are using a feature. 


    I believe those are the only Speech and Text related events that trigger the use of the WEM license.

    I hope that answers the question!

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    Tristen Schwarzenberger
    IT Engineer
    GCP
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    Original Message


  • 3.  RE: WEM License

    Posted 21 days ago

    Our team is having a problem with the license transferring to communicate users. We have some queue groups with transcription enabled and no matter what we try, it is still passing the permissions/license to other users. 



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    Stacey Sanchez
    PACU- Workforce Operations MGR
    Winston-Salem, NC
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    Original Message


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