Add Workforce Engagement Management to your subscription

Any of the following Billing permissions:

  • Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license
  • Billing > All Permissions
  • Billing > Subscription > Add
  • Billing > Subscription > View

Upgrade your subscription to include Workforce Engagement Management (WEM). If you are a Genesys Cloud CX 1 or Genesys Cloud CX 2 customer, you can access Genesys Cloud CX 3-level WEM capabilities for a subset of users by upgrading with the WEM add on.

Organization are billed for the following two scenarios:

  • 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.
  • Agent use – All users who are the subject of WEM related capabilities will be billed for the WEM add on. The following is a list of some of the features that will be billed when used.
    • When a schedule is created for the agent using the WFM Scheduler.
    • When an evaluation is assigned to an agent. This only applies if your base license is Genesys Cloud CX 1. Quality Management is included in Genesys Cloud CX 2.
    • When a web survey for an agent is sent for feedback.
    • 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. For more information about EVTS pricing, see How much does Extended Voice Transcription Services cost?.
    • When a coaching session is scheduled for an agent.
    • When a module is assigned to an agent.
    • When a gamification point is generated for an agent.

Existing Genesys direct customers can add the Genesys Cloud WEM Upgrades by navigating to the Genesys AppFoundry.

Notes:
  • If you are a Genesys Cloud partner or partner customer, navigate to the Genesys AppFoundry. Reach out to your sales representative to explore further.
  • Administrative users with Master Admin, Performance Management Admin, Quality Admin, or Quality Evaluator type roles may be billed immediately for the WEM Upgrades once your org is upgraded.

Click the license to expand. Check your roles and remove the following permissions to prevent incorrect billing: 

FeaturePermissions
FeaturePermissions
 Analytics   Analytics > Speech and Text Analytics Aggregates > View  
 Analytics   Analytics > Survey Aggregate > View  
 Coaching   Coaching > Appointment > Add  
 Coaching   Coaching > Appointment > Delete  
 Coaching   Coaching > Appointment > Edit  
 Coaching   Coaching > Appointment Status > Edit  
 Employee Performance   Employee Performance > External Metric Data > Add  
 Employee Performance   Employee Performance > External Metric Definition > View  
 Employee Performance   Employee Performance > External Metric Definition > Add  
 Employee Performance   Employee Performance > External Metric Definition > Edit  
Showing 1 to 10 of 136 entries

FeaturePermissions
FeaturePermissions
 Analytics   Analytics > Speech And Text Analytics Aggregates > View  
 Analytics   Analytics > Survey Aggregate > View  
 Coaching   Coaching > Appointment > Add  
 Coaching   Coaching > Appointment > Delete  
 Coaching   Coaching > Appointment > Edit  
 Coaching   Coaching > Appointment Status > Edit  
 Employee Performance   Employee Performance > externalMetricData > Add  
 Employee Performance   Employee Performance > externalMetricDefinition > View  
 Employee Performance   Employee Performance > externalMetricDefinition > Add  
 Employee Performance   Employee Performance > externalMetricDefinition > Edit  
Showing 1 to 10 of 109 entries


To add WEM to your subscription, follow these steps:

  1. Navigate to the Genesys AppFoundry.
  2. Search for Workforce Management.
  3. Click the card and follow the instructions. 

    While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process completes, your new services are ready to apply to users. For more information, see Assign roles, divisions, licenses, and add-ons.

      Pricing 

      Charge Type USD CAD AUD NZD EUR GBP BRL YEN ZAR
      Genesys Cloud CX 1 WEM Add-on II 65.00 71.50 84.50 91.00 52.00 45.50 260.00 7,800.00 923.00
      Genesys Cloud CX 1 WEM Add-on II Concurrent 95.00 104.50 123.50 133.00 76.00 66.50 380.00 11,400.00 1,349.00
      Genesys Cloud CX 2 WEM Add-on I 40.00 44.00 52.00 56.00 32.00 28.00 160.00 4,800.00 568.00
      Genesys Cloud CX 2 WEM Add-on I Concurrent 60.00 66.00 78.00 84.00 48.00 42.00 240.00 7,200.00 852.00

      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. 

      For more information about volume discounts, contact your designated Customer Success Manager.

      Modified date
      (YYYY-MM-DD)      		 Revision
      2025-02-18

      Updated the Agent Use section.
      2025-01-21

      Added “engagement > recognition > add” permission to for both ‘Genesys Cloud CX 1 WEM Add-on II’ and ‘Genesys Cloud CX 2 WEM Add-on I’.
      2023-12-06

      Screen recording is available as a part of the Genesys Cloud CX 1 license. Included billing and permission information for the same.
      2023-09-28

      Updated the procedure and removed instances of the Add Ons page and replaced with AppFoundry.
      2023-07-14

      Updated the pricing information in the Pricing table for Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 1 WEM Add-on II concurrent, and Genesys Cloud CX 2 WEM Add-on I concurrent licenses.
      2023-04-28

      Updated the header in the roles and responsibilites table in the notes section with new license information Genesys Cloud CX 1 WEM Add-on II and Genesys Cloud CX 2 WEM Add-on I. 
      2022-02-23

      The base pricing of the WEM add-on has increased. The Pricing section of this article has been updated with the latest pricing information.
      2021-12-08

      As of this release, billable users (agents) will be counted according to when WEM features are used. Previously, billable users were counted according to when the participant permission was added for the user.
      2020-10-28

      Pricing reduced for all upgrades.
      2020-07-15

      Added Genesys Cloud CX 1 WEM Add-on II Concurrent and Genesys Cloud CX 2 WEM Add-on I Concurrent pricing.
      2020-06-24

      Article posted.