Add Workforce Engagement Management to your subscription
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 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. 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, follow these steps:
- Navigate to the Genesys AppFoundry.
- Search for Workforce Management.
- 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.
| Date | Revision |
|---|---|
| September 28, 2023 |
Updated the procedure and removed instances of the Add Ons page and replaced with AppFoundry. |
| 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. |
