Prerequisites

Any of the following Billing permissions:

  • 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
  • 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 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?
    • 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 Genesys Cloud CX 1 base license. Screen recording is already included in Genesys Cloud CX 2. 

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 CX 1 WEM Add-on II Genesys Cloud CX 2 WEM Add-on I
  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 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.

Date Revision
July 14, 2023

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.

 

Apr 28, 2023

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. 

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 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.

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.