Overview of Genesys Cloud CX 2 Digital and Genesys Cloud CX 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 CX packages, they do not include voice. They also can leverage the CX digital agent workspace. This workspace is optional, but optimizes the management of digital exchanges, enables multi-channel management in parallel, and includes customizable panels.

For more information about the CX digital agent workspace and the CX agent workspace capabilities, see Comparison of Genesys Cloud CX 2, 3 and Genesys Cloud CX 2, 3 Digital licenses.

For more information about the capabilities of the CX digital agent workspace and the CX agent workspace, see Supported capabilities of the CX digital agent workspace and the CX workspace.

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

Genesys Cloud CX 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 CX 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 CX Digital licenses

If you have a Genesys Cloud CX subscription, then to work with Genesys Cloud CX 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 CX 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 CX license automatically activates.
  7. Click Save.
  8. Navigate to People.
  9. Locate the agent or agents who use Genesys Cloud CX 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.

    Notes:
    • The Communicate license is not included with Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses and fair use allocations do not apply.
    • If you add Communicate license to your Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital license, your license automatically upgrades to Genesys Cloud CX 2 or Genesys Cloud CX 3 license, respectively.