Add Workforce Engagement Management to your subscription

Prerequisites

Any of the following Billing permissions:

  • Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I 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 topic is detected in an interaction involving an agent.
    • When an agent’s call segment is transcribed using Native Voice Transcription. However, transcribing an agent’s call segment with Extended Voice Transcription Service (EVTS) does not incur WEM Add-On charges for the agent. For more information about EVTS pricing, 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.

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.

Click the license to expand. Check your roles and remove the following permissions to prevent incorrect billing: 

Feature Permissions
Feature Permissions
 Analytics   Analytics > Speech and Text Analytics Aggregates > View  
 Analytics   Analytics > Survey Aggregate > View  
 Coaching   Coaching > Appointment > Add  
 Coaching   Coaching > Appointment > Delete  
 Coaching   Coaching > Appointment > Edit  
 Coaching   Coaching > Appointment Status > Edit  
 Employee Performance   Employee Performance > External Metric Data > Add  
 Employee Performance   Employee Performance > External Metric Definition > View  
 Employee Performance   Employee Performance > External Metric Definition > Add  
 Employee Performance   Employee Performance > External Metric Definition > Edit  
 Employee Performance   Employee Performance > External Metric Definition > Delete  
 Learning   Learning > Assignment > Add  
 Learning   Learning > Cover Art > Upload  
 Learning   Learning > Cover Art > View  
 Learning   Learning > Module > Add  
 Learning   Learning > Module > Edit  
 Learning   Learning > Module > Delete  
 Learning   Learning > Rule > Edit  
 Quality Management   Quality > Calibration > Add  
 Quality Management   Quality > Calibration > Delete  
 Quality Management   Quality > Calibration > Edit  
 Quality Management   Quality > Calibration > View  
 Quality Management   Quality > Evaluation > Add  
 Quality Management   Quality > Evaluation > Delete  
 Quality Management   Quality > Evaluation > Edit  
 Quality Management   Quality > Evaluation > Edit Score  
 Quality Management   Quality > Evaluation Form > Add  
 Quality Management   Quality > Evaluation Form > Delete  
 Quality Management   Quality > Evaluation Form > Edit  
 Quality Management   Quality > survey > delete  
 Quality Management   Quality > survey > edit  
 Quality Management   Quality > survey > view  
 Quality Management   Quality > Survey Form > Add  
 Quality Management   Quality > Survey Form > Delete  
 Quality Management   Quality > Survey Form > Disable  
 Quality Management   Quality > Survey Form > Edit  
 Speech and Text Analytics   Speech and Text Analytics > Topic > View  
 Speech and Text Analytics   Speech and Text Analytics > Topic > Add  
 Speech and Text Analytics   Speech and Text Analytics > Topic > Delete 
 Speech and Text Analytics   Speech and Text Analytics > Topic > Edit  
 Speech and Text Analytics   Speech and Text Analytics > Program > View  
 Speech and Text Analytics   Speech and Text Analytics > Program > Add  
 Speech and Text Analytics   Speech and Text Analytics > Program > Delete  
 Speech and Text Analytics   Speech and Text Analytics > Program > Edit  
 Speech and Text Analytics   Speech and Text Analytics > Program > Publish  
 Speech and Text Analytics   Speech and Text Analytics > Settings > View  
 Speech and Text Analytics   Speech and Text Analytics > Settings > Edit  
 Speech and Text Analytics   Speech and Text Analytics > Topic > Publish  
 Speech and Text Analytics   Speech and Text Analytics > Feedback > View  
 Speech and Text Analytics   Speech and Text Analytics > Feedback > Add  
 Speech and Text Analytics   Speech and Text Analytics > Feedback > Delete  
 Speech and Text Analytics   Speech and Text Analytics > Category > View  
 Speech and Text Analytics   Speech and Text Analytics > Category > Add  
 Speech and Text Analytics   Speech and Text Analytics > Category > Delete  
 Speech and Text Analytics   Speech and Text Analytics > Category > Edit  
 Workforce Management   Workforce Management > Activity Code > Add  
 Workforce Management   Workforce Management > Activity Code > Delete  
 Workforce Management   Workforce Management > Activity Code > Edit  
 Workforce Management   Workforce Management > Activity Code > View  
 Workforce Management   Workforce Management > Agent Adherence Explanation > Submit  
 Workforce Management   Workforce Management > Adherence Explanation > Add  
 Workforce Management   Workforce Management > Adherence Explanation > Notify  
 Workforce Management   Workforce Management > Adherence Explanation > Edit  
 Workforce Management   Workforce Management > Adherence Explanation > View  
 Workforce Management   Workforce Management > Adhoc Forecast > Add  
 Workforce Management   Workforce Management > Adhoc Forecast > View  
 Workforce Management   Workforce Management > Adhoc ACD Modeling > Add  
 Workforce Management   Workforce Management > Adhoc ACD Modeling > View  
 Workforce Management   Workforce Management > Agent > Edit  
 Workforce Management   Workforce Management > Agent > View  
 Workforce Management   Workforce Management > Business Unit > Add  
 Workforce Management   Workforce Management > Business Unit > Delete  
 Workforce Management   Workforce Management > Business Unit > Edit  
 Workforce Management   Workforce Management > Business Unit > Search  
 Workforce Management   Workforce Management > Business Unit > View  
 Workforce Management   Workforce Management > Historical Adherence > View  
 Workforce Management   Workforce Management > Historical Data > Upload  
 Workforce Management   Workforce Management > Intraday Monitoring > View  
 Workforce Management   Workforce Management > Management Unit > Add  
 Workforce Management   Workforce Management > Management Unit > Delete  
 Workforce Management   Workforce Management > Management Unit > Edit  
 Workforce Management   Workforce Management > Management Unit > Search  
 Workforce Management   Workforce Management > Management Unit > View  
 Workforce Management   Workforce Management > Planning Group > Add  
 Workforce Management   Workforce Management > Planning Group > Delete  
 Workforce Management   Workforce Management > Planning Group > Edit  
 Workforce Management   Workforce Management > Planning Group > View  
 Workforce Management   Workforce Management > Published Schedule > View  
 Workforce Management   Workforce Management > Real-Time Adherence > View  
 Workforce Management   Workforce Management > Schedule > Add  
 Workforce Management   Workforce Management > Schedule > Delete  
 Workforce Management   Workforce Management > Schedule > Edit  
 Workforce Management   Workforce Management > Schedule > Generate  
 Workforce Management   Workforce Management > Schedule > View  
 Workforce Management   Workforce Management > Predictions AI-Driven Scheduling Request > Add  
 Workforce Management   Workforce Management > Predictions AI-Driven Scheduling Request > View  
 Workforce Management   Workforce Management > Service Goal Group > Add  
 Workforce Management   Workforce Management > Service Goal Group > Delete  
 Workforce Management   Workforce Management > Service Goal Group > Edit  
 Workforce Management   Workforce Management > Service Goal Group > View  
 Workforce Management   Workforce Management > Service Goal Template > Add  
 Workforce Management   Workforce Management > Service Goal Template > Delete  
 Workforce Management   Workforce Management > Service Goal Template > Edit  
 Workforce Management   Workforce Management > Service Goal Template > View  
 Workforce Management   Workforce Management > Shift Trade Request > Edit  
 Workforce Management   Workforce Management > Shift Trade Request > View  
 Workforce Management   Workforce Management > Forecast > Add  
 Workforce Management   Workforce Management > Forecast > Delete  
 Workforce Management   Workforce Management > Forecast > Edit  
 Workforce Management   Workforce Management > Forecast > View  
 Workforce Management   Workforce Management > Time Off Request > Add  
 Workforce Management   Workforce Management > Time Off Request > Delete  
 Workforce Management   Workforce Management > Time Off Request > Edit  
 Workforce Management   Workforce Management > Time Off Request > View  
 Workforce Management   Workforce Management > Time Off Request > Notify  
 Workforce Management   Workforce Management > Work Plan > Add  
 Workforce Management   Workforce Management > Work Plan > Delete  
 Workforce Management   Workforce Management > Work Plan > Edit  
 Workforce Management   Workforce Management > Work Plan > View  
 Workforce Management   Workforce Management > Agent Schedule > Sync  
 Workforce Management   Workforce Planning > Decisions Data Download > Download  
 Workforce Management   Workforce Management > Time Off Limit > Add  
 Workforce Management   Workforce Management > Time Off Limit > Edit  
 Workforce Management   Workforce Management > Time Off Limit > View  
 Workforce Management   Workforce Management > Time Off Limit > Delete  
 Workforce Management   Workforce Management > Time Off Plan > Add  
 Workforce Management   Workforce Management > Time Off Plan > edit  
 Workforce Management   Workforce Management > Time Off Plan > view  
 Workforce Management   Workforce Management > Time Off Plan > delete  
 Gamification   Gamification > Profile > View  
 Gamification   Gamification > Profile > Update  
 Gamification   Gamification > Scorecard > View  
 Gamification   Gamification > Scorecard > View All  
 Gamification   Gamification > Leaderboard > View  
 Gamification   Gamification > Leaderboard > View All  
 Engagement   Engagement > Recognition > Add

Feature Permissions
Feature Permissions
 Analytics   Analytics > Speech And Text Analytics Aggregates > View  
 Analytics   Analytics > Survey Aggregate > View  
 Coaching   Coaching > Appointment > Add  
 Coaching   Coaching > Appointment > Delete  
 Coaching   Coaching > Appointment > Edit  
 Coaching   Coaching > Appointment Status > Edit  
 Employee Performance   Employee Performance > externalMetricData > Add  
 Employee Performance   Employee Performance > externalMetricDefinition > View  
 Employee Performance   Employee Performance > externalMetricDefinition > Add  
 Employee Performance   Employee Performance > externalMetricDefinition > Edit  
 Employee Performance   Employee Performance > externalMetricDefinition > Delete  
 Learning   Learning > Assignment > Add  
 Learning   Learning > Cover Art > Upload  
 Learning   Learning > Cover Art > View  
 Learning   Learning > Module > Add  
 Learning   Learning > Module > Edit  
 Learning   Learning > Module > Delete  
 Learning   Learning > Rule > Edit  
 Quality Management   Quality > Survey > Delete  
 Quality Management   Quality > Survey > Edit  
 Quality Management   Quality > Survey > View  
 Quality Management   Quality > Survey Form > Add  
 Quality Management   Quality > Survey Form > Delete  
 Quality Management   Quality > Survey Form > Disable  
 Quality Management   Quality > Survey Form > Edit  
 Speech and Text Analytics   Speech And Text Analytics > Topic > View  
 Speech and Text Analytics   Speech And Text Analytics > Topic > Add  
 Speech and Text Analytics   Speech And Text Analytics > Topic > Delete  
 Speech and Text Analytics   Speech And Text Analytics > Topic > Edit  
 Speech and Text Analytics   Speech And Text Analytics > Program > View  
 Speech and Text Analytics   Speech And Text Analytics > Program > Add  
 Speech and Text Analytics   Speech And Text Analytics > Program > Delete  
 Speech and Text Analytics   Speech And Text Analytics > Program > Edit  
 Speech and Text Analytics   Speech And Text Analytics > Program > Publish  
 Speech and Text Analytics   Speech And Text Analytics > Settings > View  
 Speech and Text Analytics   Speech And Text Analytics > Settings > Edit 
 Speech and Text Analytics   Speech And Text Analytics > Topic > Publish  
 Speech and Text Analytics   Speech And Text Analytics > Feedback > View  
 Speech and Text Analytics   Speech And Text Analytics > Feedback > Add  
 Speech and Text Analytics   Speech And Text Analytics > Feedback > Delete  
 Speech and Text Analytics   Speech And Text Analytics > Category > View  
 Speech and Text Analytics   Speech And Text Analytics > Category > Add  
 Speech and Text Analytics   Speech And Text Analytics > Category > Delete  
 Speech and Text Analytics   Speech And Text Analytics > Category > Edit  
 Workforce Management   Workforce Management > Adhoc Forecast > Add  
 Workforce Management   Workforce Management > Adhoc Forecast > View  
 Workforce Management   Workforce Management > Adhoc ACD Modeling > Add  
 Workforce Management   Workforce Management > Adhoc ACD Modeling > View  
 Workforce Management   Workforce Management > Agent Schedule > Sync  
 Workforce Management   Workforce Management > Agent Adherence Explanation > Submit  
 Workforce Management   Workforce Management > Adherence Explanation > Add  
 Workforce Management   Workforce Management > Adherence Explanation > Notify  
 Workforce Management   Workforce Management > Adherence Explanation > Edit  
 Workforce Management   Workforce Management > Adherence Explanation > View  
 Workforce Management   Workforce Management > Business Unit > Add  
 Workforce Management   Workforce Management > Business Unit > Delete  
 Workforce Management   Workforce Management > Business Unit > Edit  
 Workforce Management   Workforce Management > Business Unit > Search  
 Workforce Management   Workforce Management > Business Unit > View  
 Workforce Management   Workforce Management > Historical Adherence > View  
 Workforce Management   Workforce Management > Historical Data > Upload  
 Workforce Management   Workforce Management > Intraday Monitoring > View  
 Workforce Management   Workforce Management > Planning Group > Add  
 Workforce Management   Workforce Management > Planning Group > Delete  
 Workforce Management   Workforce Management > Planning Group > Edit  
 Workforce Management   Workforce Management > Planning Group > View  
 Workforce Management   Workforce Management > Real-Time Adherence > View  
 Workforce Management   Workforce Management > Schedule > Generate  
 Workforce Management   Workforce Management > Predictions AI-Driven Scheduling Request > Add  
 Workforce Management   Workforce Management > Predictions AI-Driven Scheduling Request > View  
 Workforce Management   Workforce Management > Service Goal Group > Add  
 Workforce Management   Workforce Management > Service Goal Group > Delete  
 Workforce Management   Workforce Management > Service Goal Group > Edit  
 Workforce Management   Workforce Management > Service Goal Group > View  
 Workforce Management   Workforce Management > Service Goal Template > Add  
 Workforce Management   Workforce Management > Service Goal Template > Delete  
 Workforce Management   Workforce Management > Service Goal Template > Edit  
 Workforce Management   Workforce Management > Service Goal Template > View  
 Workforce Management   Workforce Management > Shift Trade Request > Edit  
 Workforce Management   Workforce Management > Shift Trade Request > View  
 Workforce Management   Workforce Management > Forecast > Add  
 Workforce Management   Workforce Management > Forecast > Delete  
 Workforce Management   Workforce Management > Forecast > Edit  
 Workforce Management   Workforce Management > Forecast > View  
 Workforce Management   Workforce Management > Time Off Request > Add  
 Workforce Management   Workforce Management > Time Off Request > Delete  
 Workforce Management   Workforce Management > Time Off Request > Edit  
 Workforce Management   Workforce Management > Time Off Request > View  
 Workforce Management   Workforce Management > timeOffRequest > Notify  
 Workforce Management   Workforce Management > Work Plan > Add  
 Workforce Management   Workforce Management > Work Plan > Delete  
 Workforce Management   Workforce Management > Work Plan > Edit  
 Workforce Management   Workforce Management > Work Plan > View  
 Workforce Management   Workforce Planning > Decisions Data Download > Download  
 Workforce Management   Workforce Management > Time Off Limit > Add  
 Workforce Management   Workforce Management > Time Off Limit > Edit  
 Workforce Management   Workforce Management > Time Off Limit > View  
 Workforce Management   Workforce Management > Time Off Limit > Delete  
 Workforce Management   Workforce Management > Time Off Plan > Add  
 Workforce Management   Workforce Management > Time Off Plan > Edit  
 Workforce Management   Workforce Management > Time Off Plan > View  
 Workforce Management   Workforce Management > Time Off Plan > Delete  
 Gamification   Gamification > Profile > View  
 Gamification   Gamification > Profile > Update  
 Gamification   Gamification > Scorecard > View  
 Gamification   Gamification > Scorecard > View All  
 Gamification   Gamification > Leaderboard > View  
 Gamification   Gamification> Leaderboard > View All  
 Engagement   Engagement > Recognition > Add


To add WEM to your subscription, follow these steps:

  1. Navigate to the Genesys AppFoundry.
  2. Search for Workforce Management.
  3. 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.

      Modified date
      (YYYY-MM-DD)      		 Revision
      2025-02-18

      Updated the Agent Use section.
      2025-01-21

      Added “engagement > recognition > add” permission to for both ‘Genesys Cloud CX 1 WEM Add-on II’ and ‘Genesys Cloud CX 2 WEM Add-on I’.
      2023-12-06

      Screen recording is available as a part of the Genesys Cloud CX 1 license. Included billing and permission information for the same.
      2023-09-28

      Updated the procedure and removed instances of the Add Ons page and replaced with AppFoundry.
      2023-07-14

      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.
      2023-04-28

      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. 
      2022-02-23

      The base pricing of the WEM add-on has increased. The Pricing section of this article has been updated with the latest pricing information.
      2021-12-08

      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.
      2020-10-28

      Pricing reduced for all upgrades.
      2020-07-15

      Added Genesys Cloud CX 1 WEM Add-on II Concurrent and Genesys Cloud CX 2 WEM Add-on I Concurrent pricing.
      2020-06-24

      Article posted.