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 PureCloud 1 or 2 customer, you can access PureCloud 3-level WEM capabilities for a subset of users by upgrading with the WEM add on.

To upgrade users, an administrator first applies the capabilities to their organization through a subscription upgrade, then assigns the appropriate permissions to users participating in or administering advanced workforce engagement capabilities. These capabilities include screen recording, evaluations, surveys, and workforce management. Participating users must have these permissions:

  • Quality > Survey > Participate
  • Quality > Evaluation > Participate
  • Recording > Screen Recording > Participate
  • WFM > Agent Schedule > Utilize Load Based

Existing Genesys direct customers can add the Genesys Cloud WEM Upgrade add on in the “Genesys Add Ons” area.

Notes:
  • If you are a PureCloud partner or partner customer, click Genesys Add Ons to prompt you to contact your sales representative.
  • Administrative users with Master 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:
    PureCloud 1 add on PureCloud 2 add on
    analytics > surveyAggregate > view analytics > surveyAggregate > view
    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 wfm > adhocForecast > All
    recording > screenRecording > All wfm > agentSchedule > sync
    recording > settings > editScreenRecordings 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 check box.
  5. Click Activate.

While PureCloud 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 EUR GBP YEN
Genesys Cloud User 1 WEM Upgrade II 78.00 85.80 101.40 62.40 54.60 9,360.00
Genesys Cloud User 1 WEM Upgrade II Concurrent 101.40 111.54 131.82 81.12 70.98 12,168
Genesys Cloud User 2 WEM Upgrade I 36.00 39.60 46.80 28.80 25.20 4,320.00
Genesys Cloud User 2 WEM Upgrade I Concurrent 46.80 51.48 60.84 37.44 32.76 5,616.00

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


Date Revision
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.