Billing scenarios for Genesys Agent Assist SKUs
If an organization has one of the two Genesys Agents Assist SKUs, and an administrator assigns a user any of the following permissions, Genesys Cloud prompts Genesys Agent Assist billing corresponding to that user.
| SKU |
Necessary permissions |
|---|---|
|
Genesys Native Agent Assist Digital Genesys Native Agent Assist Digital Concurrent |
|
|
Genesys Native Agent Assist Voice Genesys Native Agent Assist Voice Concurrent |
|
How does Genesys Cloud determine billing?
If you assign the related permissions, Genesys Cloud bills the Genesys Agent Assist SKUs for both administrators and agents.
- Administrators (by permission): Genesys bills all users who have administrator permissions for Agent Assist Digital or Voice-related capabilities for the appropriate Genesys Agent Assist SKU subscription.
- Agents (by permission): Genesys Cloud bills all users who work with Agent Assist Digital or Voice-related capabilities for the applicable Genesys Agent Assist SKU.
Example:
When you assign a queue to an assistant, the following process happens:
- Genesys Cloud summarizes all agent conversations in the background. Only agents with the respective permission can see the summary. Genesys Cloud performs the billing for the appropriate Agent Assist SKU.
- Genesys Cloud transcribes all agent voice conversations on this queue, which incurs usage toward their Fair Usage Allocation. Only agents with the respective permission to view the transcription can see the transcription.
Note: If your organization uses manual search only, and does not have a Genesys Agent Assist license, then it does not incur extra charges.
