Genesys Cloud - Main

Hi,

Hoping someone here can help. I have been waiting for Genesys to give me an answer for over a month and still nothing from receivables or global disputes, just saying they are still looking at it!

We just start to use STA. I created the program and added 5 queues to the it. I enabled voice transcription in speech and text analytics, its disabled for digital interactions. 

In the program i did  enable AI insights. 

I was told the token usage was 30 tokens per agent per month. 3 of the queues have the mostly the ame set of agents  and the other 2 queues have the same set. The total agent count is 20. 

If the usage is per agent per QUEUE (yet to be confirmed by Genesys),  the total agent count is 48.

Our usage is increasing and is now showing we have consumed 2580 tokens.  That divided by 30 is 84. we do not have 84 agents. 

The AI Summary is showing only 23 tokens consumed. (this is in the subscription, billing and usage)

Today we are at an overage of over 600GBP. 

If anyone can offer any insight of help id really appreacite it. 

thanks

Hi Jacquie,

If you have a case raised to the billing team, they should be best placed to give you the exact detail of what is being billed, but there are a couple of things you can check.

If you download your Billable Usage report from Account > Subscription, it should list all the agents being billed for usage.  You could then check it against Preventing unintended billing for STA add-ons to see if any of them have the AI/STA permissions that can cause them to be billed for usage.

Hi,

Hoping someone here can help. I have been waiting for Genesys to give me an answer for over a month and still nothing from receivables or global disputes, just saying they are still looking at it!

We just start to use STA. I created the program and added 5 queues to the it. I enabled voice transcription in speech and text analytics, its disabled for digital interactions. 

In the program i did  enable AI insights. 

I was told the token usage was 30 tokens per agent per month. 3 of the queues have the mostly the ame set of agents  and the other 2 queues have the same set. The total agent count is 20. 

If the usage is per agent per QUEUE (yet to be confirmed by Genesys),  the total agent count is 48.

Our usage is increasing and is now showing we have consumed 2580 tokens.  That divided by 30 is 84. we do not have 84 agents. 

The AI Summary is showing only 23 tokens consumed. (this is in the subscription, billing and usage)

Today we are at an overage of over 600GBP. 

If anyone can offer any insight of help id really appreacite it. 

thanks

thank you. That really helped. I checked the usage report and it saw some supervisors on there. Checked their roles and the STA Topis was enabled for supervisors which added up to 84! So as soon as it was enabled it automatically bills the 30 tokens per person then. 

Do you know if the tokens are per agent per month or per agent per queue per month.  ?

Thank you so much. it has really helped. 

Hi Jacquie,

If you have a case raised to the billing team, they should be best placed to give you the exact detail of what is being billed, but there are a couple of things you can check.

If you download your Billable Usage report from Account > Subscription, it should list all the agents being billed for usage.  You could then check it against Preventing unintended billing for STA add-ons to see if any of them have the AI/STA permissions that can cause them to be billed for usage.

Hi,

Hoping someone here can help. I have been waiting for Genesys to give me an answer for over a month and still nothing from receivables or global disputes, just saying they are still looking at it!

We just start to use STA. I created the program and added 5 queues to the it. I enabled voice transcription in speech and text analytics, its disabled for digital interactions. 

In the program i did  enable AI insights. 

I was told the token usage was 30 tokens per agent per month. 3 of the queues have the mostly the ame set of agents  and the other 2 queues have the same set. The total agent count is 20. 

If the usage is per agent per QUEUE (yet to be confirmed by Genesys),  the total agent count is 48.

Our usage is increasing and is now showing we have consumed 2580 tokens.  That divided by 30 is 84. we do not have 84 agents. 

The AI Summary is showing only 23 tokens consumed. (this is in the subscription, billing and usage)

Today we are at an overage of over 600GBP. 

If anyone can offer any insight of help id really appreacite it. 

thanks

Hi,

Hoping someone here can help. I have been waiting for Genesys to give me an answer for over a month and still nothing from receivables or global disputes, just saying they are still looking at it!

We just start to use STA. I created the program and added 5 queues to the it. I enabled voice transcription in speech and text analytics, its disabled for digital interactions. 

In the program i did  enable AI insights. 

I was told the token usage was 30 tokens per agent per month. 3 of the queues have the mostly the ame set of agents  and the other 2 queues have the same set. The total agent count is 20. 

If the usage is per agent per QUEUE (yet to be confirmed by Genesys),  the total agent count is 48.

Our usage is increasing and is now showing we have consumed 2580 tokens.  That divided by 30 is 84. we do not have 84 agents. 

The AI Summary is showing only 23 tokens consumed. (this is in the subscription, billing and usage)

Today we are at an overage of over 600GBP. 

If anyone can offer any insight of help id really appreacite it. 

thanks

Hi Jacquie, have you received any confirmation from Genesys regarding your hypothesis?

I'd interested to understand the way that Genesys uses to bill the agents related to STA capabilties.

Thanks a lot

Francesco

Hi,

Hoping someone here can help. I have been waiting for Genesys to give me an answer for over a month and still nothing from receivables or global disputes, just saying they are still looking at it!

We just start to use STA. I created the program and added 5 queues to the it. I enabled voice transcription in speech and text analytics, its disabled for digital interactions. 

In the program i did  enable AI insights. 

I was told the token usage was 30 tokens per agent per month. 3 of the queues have the mostly the ame set of agents  and the other 2 queues have the same set. The total agent count is 20. 

If the usage is per agent per QUEUE (yet to be confirmed by Genesys),  the total agent count is 48.

Our usage is increasing and is now showing we have consumed 2580 tokens.  That divided by 30 is 84. we do not have 84 agents. 

The AI Summary is showing only 23 tokens consumed. (this is in the subscription, billing and usage)

Today we are at an overage of over 600GBP. 

If anyone can offer any insight of help id really appreacite it. 

thanks

Hi,

I have not received anything from them. Its very furstrating to be honest. 

Its now Day3 of the new billing cycle and its telling me we have consumed 150 tokens and the billable usage report only shows 2 agents consuming 30 Token each. 

Hi Jacquie, have you received any confirmation from Genesys regarding your hypothesis?

I'd interested to understand the way that Genesys uses to bill the agents related to STA capabilties.

Thanks a lot

Francesco

Hi,

Hoping someone here can help. I have been waiting for Genesys to give me an answer for over a month and still nothing from receivables or global disputes, just saying they are still looking at it!

We just start to use STA. I created the program and added 5 queues to the it. I enabled voice transcription in speech and text analytics, its disabled for digital interactions. 

In the program i did  enable AI insights. 

I was told the token usage was 30 tokens per agent per month. 3 of the queues have the mostly the ame set of agents  and the other 2 queues have the same set. The total agent count is 20. 

If the usage is per agent per QUEUE (yet to be confirmed by Genesys),  the total agent count is 48.

Our usage is increasing and is now showing we have consumed 2580 tokens.  That divided by 30 is 84. we do not have 84 agents. 

The AI Summary is showing only 23 tokens consumed. (this is in the subscription, billing and usage)

Today we are at an overage of over 600GBP. 

If anyone can offer any insight of help id really appreacite it. 

thanks

Hi, thanks for your feedback.Do you mean that the two agents shown in the usage report don't have any STA permissions? In other words, are these agents simply members of a queue with transcription enabled?Can you tell me what phrase you have in your report that identifies the consumption of 30 tokens?
Thank you
Francesco

Hi,

I have not received anything from them. Its very furstrating to be honest. 

Its now Day3 of the new billing cycle and its telling me we have consumed 150 tokens and the billable usage report only shows 2 agents consuming 30 Token each. 

Hi Jacquie, have you received any confirmation from Genesys regarding your hypothesis?

I'd interested to understand the way that Genesys uses to bill the agents related to STA capabilties.

Thanks a lot

Francesco

Hi,

Hoping someone here can help. I have been waiting for Genesys to give me an answer for over a month and still nothing from receivables or global disputes, just saying they are still looking at it!

We just start to use STA. I created the program and added 5 queues to the it. I enabled voice transcription in speech and text analytics, its disabled for digital interactions. 

In the program i did  enable AI insights. 

I was told the token usage was 30 tokens per agent per month. 3 of the queues have the mostly the ame set of agents  and the other 2 queues have the same set. The total agent count is 20. 

If the usage is per agent per QUEUE (yet to be confirmed by Genesys),  the total agent count is 48.

Our usage is increasing and is now showing we have consumed 2580 tokens.  That divided by 30 is 84. we do not have 84 agents. 

The AI Summary is showing only 23 tokens consumed. (this is in the subscription, billing and usage)

Today we are at an overage of over 600GBP. 

If anyone can offer any insight of help id really appreacite it. 

thanks