Configured licenses are invoiced based on TOTAL number of users active on the platform within a billing cycle; Concurrent licenses are invoiced based on the PEAK number of users active on the platform within a billing cycle.

If a contact center has just one shift, or a few shifts that all overlap with one another, e.g., all agents work 8-5, OR agents work sliding shifts between 7 am and 6 pm, so that all agents will be active on the platform at the same time at some point during the day, configured licenses are needed.

However, when users work in shifts, e.g., 1st shift works 6 a.m. - 3 p.m. and 2nd shift works 3 p.m. - 12 a.m., Concurrent licenses may be a better fit. Because only part of the workforce is active on the platform at any given time and the peak number of users active on the platform determines concurrent license needs and billing.