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 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 GC1. Quality Management is included in GC2.

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

    • When a call is transcribed using Genesys Native Voice Transcription or a digital interaction topic is spotted for any agents associated with the interaction.

    • 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.

    • When a module is assigned to an agent.

    • When a gamification point is generated for an agent.

    • When a screen is recorded for an agent. This only applies to systems with a GC1 base license. Screen recording is already included in GC2. 

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 > 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:

    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 42.00 240.00 7,200.00 852.00
    Genesys Cloud User 1 WEM Upgrade II Concurrent 84.00 92.00 109.00 118.00 67.00 59.00 336.00 10,080.00 1,193.00
    Genesys Cloud User 2 WEM Upgrade I 40.00 44.00 52.00 56.00 32.00 28.00 160.00 4,800.00 568.00
    Genesys Cloud User 2 WEM Upgrade I Concurrent 56.00 62.00 73.00 78.00 45.00 39.00 224.00 6,720.00 795.00

    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 GC1/2 WEM Add-On) 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.

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

    June 24, 2020

    Article posted.