Billing scenarios for Genesys Cloud Journey Management

The billing for Journey Management consists of two components: the count of Genesys Cloud users in an org and the count of Journey Management events.

  • User-based billing for Journey Management is based on a mimic billing model. This means that billing for Journey Management users in a billing period will always match 1:1 the Genesys Cloud user count during a billing period. This is applicable for named, concurrent, and hourly interacting users.
  • Genesys Cloud has a fair use policy for Journey Management events. You can use Journey Management events up to the fair use allocation at no additional charge. If your Journey Management events in a billing period exceed the monthly fair use allocation, you will be billed for the excess events. For more information about fair use allocations for Journey Management events, see the Genesys Fair Use Policy.

Key billing model differences

  • Journey Management: Journey Management user charges are based on a 1:1 match with the Genesys Cloud user count during a billing period.
  • Other Add-ons (CX Cloud, Work Automation): The user charges for the CX Cloud and Work Automation add-ons are based on specific users being assigned the necessary permissions or roles.

Billing scenarios

Scenario 1: Named vs. concurrent agent licensing

  • Named agents: Priced at $30 per agent/month. Covers analysis of up to 20,000 events per agent each month.
  • Concurrent agents: Priced at $45 per agent/month. Covers up to 26,000 events per agent monthly.
  • Additional volume-based pricing: If event volume surpasses these thresholds, additional charges are applied on a tiered basis.
Example: If a customer has 100 named agents, they are billed $3,000 per month (100 agents x $30 each). If 22,500 events are generated in a single month, then an overage is incurred based on the additional events (2,500) at a volume rate specified in the Genesys Fair Use Policy.

Scenario 2: Data ingestion and event retention

Journey Management incorporates an initial data ingestion process, followed by rolling daily updates that keep event data refreshed every 24 hours. Journey Management stores up to 400 days of event data, of which the most recent 365 days are available for analysis.

  • Data ingestion process: After the initial setup, new event data is added daily to maintain the 400-day archive.
  • Data available for analysis: Up to 365 of these days are fully accessible for analysis in Journey Analyzer.
  • New organizations: If you are newly onboarded to Genesys Cloud, you may see less than 400 days of data initially, which will grow as new events are ingested daily.

Scenario 3: Overages and fair use policy

When event usage surpasses the allocated threshold per agent, overage charges are applied following the Genesys Cloud fair use policy guidelines. This ensures fair access to resources for all customers.

Example: For 100 concurrent agents billed at $45 each (totaling $4,500 per month), if total monthly events exceed the allocated 26,000 per agent, any additional events trigger overage charges based on a volume-tiered rate. If these agents together generate 5,000 extra events, the overage cost is calculated based on these excess events and billed accordingly.

Scenario 4: User-based billing

In December, a customer’s Genesys Cloud organization has a commit for 100 concurrent Genesys Cloud CX 3 users and 100 concurrent Journey Management users. In January, the usage for Genesys Cloud CX 3 users in that organization is measured as 150 concurrent users. Since Journey Management always matches the Genesys Cloud user count, this customer will be billed for an additional 50 concurrent Genesys Cloud CX 3 users and an additional 50 concurrent Journey Management users.

Trial and purchase options

A 60-day free trial is available via Genesys AppFoundry, so organizations can test Journey Management before they commit to a full-scale purchase.