Add Workforce Engagement Management to your subscription

Prerequisites

Any of the following Billing permissions:

  • Billing > All Permissions
  • Billing > Subscription > Add
  • Billing > Subscription > View

Upgrade your subscription to include Workforce Engagement Management (WEM). If you are a Genesys Cloud 1 or 2 customer, you can access Genesys Cloud 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 administer permissions for WEM related capabilities will be billed for the WEM add on product.
  • 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 GC1. Quality Management is included in GC2.

    • When a web survey for an agent is sent for feedback.

    • When a call is transcribed or a digital interaction topic is spotted for any agents associated with the interaction.

    • 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 Upgrade add on in the “Genesys Add Ons” area.

Notes:
  • 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 1 add on Genesys Cloud 2 add on
    analytics > surveyAggregate > view analytics > surveyAggregate > view
    coaching > all > all coaching > all > all
    gamification > all > all gamification > all > all
    learning > module > all learning > module > all
    quality > calibration > All quality > survey > All
    quality > evaluation > All quality > surveyForm > All
    quality > evaluationForm > All recording > screenRecording > All
    quality > survey > All recording > settings > editScreenRecordings
    quality > surveyForm > All speechAndTextAnalytics > all > all
    recording > screenRecording > All wfm > adhocForecast > All
    recording > settings > editScreenRecordings wfm > agentSchedule > sync
    speechAndTextAnalytics > all > all wfm > agentSchedule > utilizeLoadBased
    wfm > All > All wfm > businessUnit > All
    wfp > decisionsDataDownload > download wfm > historicalAdherence > view
      wfm > historicalData > upload
      wfm > intraday > view
      wfm > planningGroup > All
      wfm > realtimeAdherence > view
      wfm > schedule > generate
      wfm > schedulingrequest > All
      wfm > serviceGoalGroup > All
      wfm > serviceGoalTemplate > All
      wfm > shiftTradeRequest > All
      wfm > shortTermForecast > All
      wfm > timeOffRequest > All
      wfm > workPlan > All
      wfp > decisionsDataDownload > download

To add WEM to your subscription, perform these steps:

  1. Click Admin.
  2. Under Account settings, click Genesys Add Ons. The Genesys Add Ons page appears. 
  3. In the Workforce Engagement Management tile, click Activate. The Activate dialog box appears.
  4. Select the I accept the Genesys Terms of Service checkbox.
  5. 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
Genesys Cloud User 1 WEM Upgrade II 60.00 66.00 78.00 84.00 48.00 42.00 180.00 7,200.00 852.00
Genesys Cloud User 1 WEM Upgrade II Concurrent 78.00 85.80 101.40 109.20 62.40 54.60 234.00 9,360.00 1,107.60
Genesys Cloud User 2 WEM Upgrade I 18.00 19.80 23.40 25.20 14.40 12.60 54.00 2,160.00 255.60
Genesys Cloud User 2 WEM Upgrade I Concurrent 23.40 25.74 30.42 32.76 18.72 16.38 70.20 2,808.00 332.28

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

Date Revision
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 User 1 WEM Upgrade II Concurrent and Genesys Cloud User 2 WEM Upgrade I Concurrent pricing.

June 24, 2020

Article posted.