Add Workforce Engagement Management to your subscription
Any of the following Billing permissions:
- Billing > All Permissions
- Billing > Subscription > Add
- Billing > Subscription > View
- WEM Add On, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3 license
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.
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When a schedule is created for the agent using the WFM Scheduler.
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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.
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When a web survey for an agent is sent for feedback.
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When a call is transcribed using Genesys Native Voice Transcription or a digital interaction topic is spotted for any agents associated with the interaction.
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When a call is transcribed using Extended Voice Transcription Services (EVTS) and a topic is spotted for any agents associated with the interaction (in addition to EVTS charges). For more information, see How much does Extended Voice Transcription Services cost?.
Feature coming soon: Extended Voice Transcription Services (EVTS) -
When a coaching session is scheduled for an agent.
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When a module is assigned to an agent.
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When a gamification point is generated for an agent.
- When a screen is recorded for an agent. This only applies to systems with a Genesys Cloud CX 1 base license. Screen recording is already included in Genesys Cloud CX 2.
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Existing Genesys direct customers can add the Genesys Cloud WEM Upgrade add on in the Genesys Add Ons area.
- If you are a Genesys Cloud partner or partner customer, click Genesys Add Ons to prompt you to contact your sales representative.
- Administrative users with Master Admin, Performance Management Admin, Quality Admin, or Quality Evaluator type roles may be billed immediately for the WEM Upgrade add on once your org is upgraded. Check your roles and remove the following permissions to prevent incorrect billing:
Genesys Cloud CX 1 add on Genesys Cloud CX 2 add on analytics > speechAndTextAnalyticsAggregates > view analytics > speechAndTextAnalyticsAggregates > view analytics > surveyAggregate > view analytics > surveyAggregate > view coaching > appointment > add coaching > appointment > add coaching > appointment > delete coaching > appointment > delete coaching > appointment > edit coaching > appointment > edit coaching > appointmentStatus > edit coaching > appointmentStatus > edit employeePerformance > externalMetricData > add employeePerformance > externalMetricData > add employeePerformance > externalMetricDefinition > view employeePerformance > externalMetricDefinition > view employeePerformance > externalMetricDefinition > add employeePerformance > externalMetricDefinition > add employeePerformance > externalMetricDefinition > edit employeePerformance > externalMetricDefinition > edit employeePerformance > externalMetricDefinition > delete employeePerformance > externalMetricDefinition > delete learning > assignment > add learning > assignment > add learning > coverart > upload learning > coverart > upload learning > coverart > view learning > coverart > view learning > module > add learning > module > add learning > module > edit learning > module > edit learning > module > delete learning > module > delete learning > rule > edit learning > rule > edit quality > calibration > add quality > survey > delete quality > calibration > delete quality > survey > edit quality > calibration > edit quality > survey > view quality > calibration > view quality > surveyForm > add quality > evaluation > add quality > surveyForm > delete quality > evaluation > delete quality > surveyForm > disable quality > evaluation > edit quality > surveyForm > edit quality > evaluation > editScore speechAndTextAnalytics > topic > view quality > evaluationForm > add speechAndTextAnalytics > topic > add quality > evaluationForm > delete speechAndTextAnalytics > topic > delete quality > evaluationForm > edit speechAndTextAnalytics > topic > edit quality > survey > delete speechAndTextAnalytics > program > view quality > survey > edit speechAndTextAnalytics > program > add quality > survey > view speechAndTextAnalytics > program > delete quality > surveyForm > add speechAndTextAnalytics > program > edit quality > surveyForm > delete speechAndTextAnalytics > program > publish quality > surveyForm > disable speechAndTextAnalytics > settings > view quality > surveyForm > edit speechAndTextAnalytics > settings > edit recording > screenRecording > editRetention speechAndTextAnalytics > topic > publish recording > screenRecording > restore speechAndTextAnalytics > feedback > view recording > screenRecording > stop speechAndTextAnalytics > feedback > add recording > screenRecording > download speechAndTextAnalytics > feedback > delete recording > screenRecording > view speechAndTextAnalytics > category > view recording > settings > editScreenRecordings speechAndTextAnalytics > category > add speechAndTextAnalytics > topic > view speechAndTextAnalytics > category > delete speechAndTextAnalytics > topic > add speechAndTextAnalytics > category > edit speechAndTextAnalytics > topic > delete wfm > adhocForecast > add speechAndTextAnalytics > topic > edit wfm > adhocForecast > view speechAndTextAnalytics > program > view wfm > adhocModel > add speechAndTextAnalytics > program > add wfm > adhocModel > view speechAndTextAnalytics > program > delete wfm > agentSchedule > sync speechAndTextAnalytics > program > edit wfm > agentAdherenceExplanation > submit speechAndTextAnalytics > program > publish wfm > adherenceExplanation > add speechAndTextAnalytics > settings > view wfm > adherenceExplanation > notify speechAndTextAnalytics > settings > edit wfm > adherenceExplanation > edit speechAndTextAnalytics > topic > publish wfm > adherenceExplanation > view speechAndTextAnalytics > feedback > view wfm > businessUnit > add speechAndTextAnalytics > feedback > add wfm > businessUnit > delete speechAndTextAnalytics > feedback > delete wfm > businessUnit > edit speechAndTextAnalytics > category > view wfm > businessUnit > search speechAndTextAnalytics > category > add wfm > businessUnit > view speechAndTextAnalytics > category > delete wfm > historicalAdherence > view speechAndTextAnalytics > category > edit wfm > historicalData > upload wfm > activityCode > add wfm > intraday > view wfm > activityCode > delete wfm > planningGroup > add wfm > activityCode > edit wfm > planningGroup > delete wfm > activityCode > view wfm > planningGroup > edit wfm > agentAdherenceExplanation > submit wfm > planningGroup > view wfm > adherenceExplanation > add wfm > realtimeAdherence > view wfm > adherenceExplanation > notify wfm > schedule > generate wfm > adherenceExplanation > edit wfm > schedulingrequest > add wfm > adherenceExplanation > view wfm > schedulingrequest > view wfm > adhocForecast > add wfm > serviceGoalGroup > add wfm > adhocForecast > view wfm > serviceGoalGroup > delete wfm > adhocModel > add wfm > serviceGoalGroup > edit wfm > adhocModel > view wfm > serviceGoalGroup > view wfm > agent > edit wfm > serviceGoalTemplate > add wfm > agent > view wfm > serviceGoalTemplate > delete wfm > businessUnit > add wfm > serviceGoalTemplate > edit wfm > businessUnit > delete wfm > serviceGoalTemplate > view wfm > businessUnit > edit wfm > shiftTradeRequest > edit wfm > businessUnit > search wfm > shiftTradeRequest > view wfm > businessUnit > view wfm > shortTermForecast > add wfm > historicalAdherence > view wfm > shortTermForecast > delete wfm > historicalData > upload wfm > shortTermForecast > edit wfm > intraday > view wfm > shortTermForecast > view wfm > managementUnit > add wfm > timeOffRequest > add wfm > managementUnit > delete wfm > timeOffRequest > delete wfm > managementUnit > edit wfm > timeOffRequest > edit wfm > managementUnit > search wfm > timeOffRequest > view wfm > managementUnit > view wfm > workPlan > add wfm > planningGroup > add wfm > workPlan > delete wfm > planningGroup > delete wfm > workPlan > edit wfm > planningGroup > edit wfm > workPlan > view wfm > planningGroup > view wfp > decisionsDataDownload > download wfm > publishedSchedule > view wfm > timeOffLimit > add wfm > realtimeAdherence > view wfm > timeOffLimit > edit wfm > schedule > add wfm > timeOffLimit > view wfm > schedule > delete wfm > timeOffLimit > delete wfm > schedule > edit wfm > timeOffPlan > add wfm > schedule > generate wfm > timeOffPlan > edit wfm > schedule > view wfm > timeOffPlan > view wfm > schedulingrequest > add wfm > timeOffPlan > delete wfm > schedulingrequest > view wfm > timeOffRequest > notify wfm > serviceGoalGroup > add gamification > profile > view wfm > serviceGoalGroup > delete gamification > profile > update wfm > serviceGoalGroup > edit gamification > scorecard > view wfm > serviceGoalGroup > view gamification > scorecard > viewAll wfm > serviceGoalTemplate > add gamification > leaderboard > view wfm > serviceGoalTemplate > delete gamification > leaderboard > viewAll wfm > serviceGoalTemplate > edit wfm > serviceGoalTemplate > view wfm > shiftTradeRequest > edit wfm > shiftTradeRequest > view wfm > shortTermForecast > add wfm > shortTermForecast > delete wfm > shortTermForecast > edit wfm > shortTermForecast > view wfm > timeOffRequest > add wfm > timeOffRequest > delete wfm > timeOffRequest > edit wfm > timeOffRequest > view wfm > workPlan > add wfm > workPlan > delete wfm > workPlan > edit wfm > workPlan > view wfm > agentSchedule > sync wfp > decisionsDataDownload > download wfm > timeOffLimit > add wfm > timeOffLimit > edit wfm > timeOffLimit > view wfm > timeOffLimit > delete wfm > timeOffPlan > add wfm > timeOffPlan > edit wfm > timeOffPlan > view wfm > timeOffPlan > delete wfm > timeOffRequest > notify gamification > profile > view gamification > profile > update gamification > scorecard > view gamification > scorecard > viewAll gamification > leaderboard > view gamification > leaderboard > viewAll
To add WEM to your subscription, perform these steps:
- Click Admin.
- Under Account settings, click Genesys Add Ons. The Genesys Add Ons page appears.
- In the Workforce Engagement Management tile, click Activate. The Activate dialog box appears.
- Select the I accept the Genesys Terms of Service checkbox.
- Click Activate.
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 |
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Genesys Cloud CX 1 WEM Add-on II | 60.00 | 66.00 | 78.00 | 84.00 | 48.00 | 42.00 | 240.00 | 7,200.00 | 852.00 |
Genesys Cloud CX 1 WEM Add-on II Concurrent | 84.00 | 92.00 | 109.00 | 118.00 | 67.00 | 59.00 | 336.00 | 10,080.00 | 1,193.00 |
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 | 56.00 | 62.00 | 73.00 | 78.00 | 45.00 | 39.00 | 224.00 | 6,720.00 | 795.00 |
For more information about volume discounts, contact your designated Customer Success Manager.
Date | Revision |
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Feb 23, 2022 |
The base pricing of the WEM add-on has increased. The Pricing section of this article has been updated with the latest pricing information. |
December 8, 2021 |
As of this release, billable WEM Add On users (agents) will be counted according to when WEM features are used. Previously, billable WEM Add On users were counted according to when the participant permission was added for the user. |
Oct. 28,2020 |
Pricing reduced for all upgrades. |
July 15, 2020 |
Added Genesys Cloud CX 1 WEM Add-on II Concurrent and Genesys Cloud CX 2 WEM Add-on I Concurrent pricing. |
June 24, 2020 |
Article posted. |