Overview of Genesys Cloud 2 Digital and Genesys Cloud 3 Digital licenses

Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses are Genesys Cloud packages. While these licenses are similar to the regular Genesys Cloud packages, they do not include voice. This workspace is optional, but optimizes the management of digital exchanges, enables multi-channel management in parallel, and includes customizable panels.

Add Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses to your subscription

Genesys Cloud Digital licenses include the Digital agent role by default. Assign the digital agent role to users so agents can start to use services Genesys Cloud Digital licenses offer.

To assign the Digital agent role: 

1. Log in to Genesys Cloud and click Admin.
2. Under People & Permissions, click People.
3. Locate the agent or agents who you want to assign the digital agent role to.
4. Click More , and from the menu that appears, click Edit Person. The view opens to the Roles tab.
5. Under View, select All.
6. In the Search box, begin typing digital agent, and then select it from the list.
7. In the Assigned column, click to enable the digital agent role for the user. 

For more information, see Assign roles, divisions, licenses, and add-ons.

Edit existing roles assigned to agents to work together with Genesys Cloud Digital licenses

If you have a Genesys Cloud subscription, then to work with Genesys Cloud Digital services, assign these roles to the respective agents:

• the digital agent role
• a custom role which excludes voice-related permissions

Create a custom role without voice-related permissions

If you don’t have a custom role which excludes voice-related permissions, the easiest way to create it is to make a copy of one of your Genesys Cloud roles and modify the assigned permissions.

1. Log in to Genesys Cloud and click Admin.
2. Under People & Permissions, click Roles / Permissions.
3. Locate the Genesys Cloud role you want to copy.
4. Click More , and from the menu that appears, click Copy role.
5. Name the copied role.
   
   Example: You copy a Genesys Cloud Supervisor role and want to add a Genesys Cloud Digital license. The license does not include voice, so you might name the copied role accordingly: Genesys Cloud Supervisor Without Voice.
6. Disable the checkbox for the following permissions:
   • Conversation > Call > Accept
   • Conversation > Call > Add
   • Conversation > Call > Record
   • Conversation > Callback > Accept
   • Conversation > Callback > Create
     Note: Make sure that you disable the check box for all of the voice-related permissions listed in this step. If you leave any voice-related permissions enabled, the Genesys Cloud license automatically activates.
7. Click Save.
8. Navigate to People.
9. Locate the agent or agents who use Genesys Cloud Digital subscription and assign the newly created role to them.

For more information, see Assign roles, divisions, licenses, and add-ons.

Master Admin role for digital-only organizations

Roles in digital-only organizations do not use voice-related permissions at all. The Digital agent role includes every necessary permission; however, the Master Admin role includes a permission list that enables the full Genesys Cloud CX 2 or Genesys Cloud CX 3 license in your organization. In this way, your organization may be billed for the full licenses.

To avoid the full Genesys Cloud CX 2 or Genesys Cloud CX 3 license enablement in your organization, you have to manually remove some permissions from the Master Admin role.

1. Log in to Genesys Cloud and click Admin.
2. Under People & Permissions, click Roles / Permissions.
3. Locate the Master Admin role.
4. Disable the checkbox for the following permissions:
   • Conversation > Call > Accept
   • Conversation > Call > Add
   • Conversation > Call > Record
   • Conversation > Callback > Accept
   • Conversation > Callback > Create
     Note: Make sure that you disable the check box for all of the voice-related permissions listed in this step. If you leave any voice-related permissions enabled, the Genesys Cloud license automatically activates.
5. Click Save.
6. Navigate to People.
7. Locate the agent or agents who use Genesys Cloud Digital subscription and assign the newly created role to them.

For more information, see Assign roles, divisions, licenses, and add-ons.

Fair use policy

For more information, see Genesys Cloud fair use policy.