Genesys Cloud fair use policy

Data storage fair use policy overview

Genesys has a fair use policy for data storage charges. The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user to determine the total amount of allocated data storage for your organization during the period. 

The following items count towards your allocated data storage:

• Policy-based call recordings
• Policy-based digital recordings (email, message, chat), including any attachments
• Policy-based screen recordings

The following items do not count towards your allocated data storage:

• Policy-based items that have been archived
• User recordings (ad-hoc recordings)
• Collaborate chats
• Voicemails
• Transcripts of policy-based call recordings

Genesys Cloud allows data to be retained on its platforms for the term of the Genesys Cloud Agreement with Genesys. Genesys provides you with a way to track actual data storage usage and the ability to adjust your retention policy.

If you exceed your provided allocation, you are billed an overage charge for the additional storage.

Data storage fair use allocation

The data storage fair use allocation is available for all the Genesys Cloud license tiers and the Named and Concurrent license types. Each tier/type has a specific gigabyte per month allocation.

Overage charges

If your organization exceeds your specified allocation in a given month, you are billed per GB for any data storage over that allocation amount for that month.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 2 Named user plan for 20 agents, they would have a combined data allowance of 500GB for their Genesys Cloud org. The combined data allowance is a result of the 25GB per billable agent and the number of agents. The company is billed for all gigabytes of data storage over 500GB each month at a rate of $0.25/GB USD. If the customer’s actual storage for the month was 400GB then there would be no charges as the usage is below the amount included in the organization’s data storage allocation.
• Over allocation: If Company B purchases a Genesys Cloud CX 2 Named user plan for 10 agents, they would have a combined data allowance of 250GB for their Genesys Cloud org. The combined data allowance is a result of the 25GB per billable agent and the number of agents. The company is billed for all gigabytes of data storage over 250GB each month at a rate of $0.25/GB USD. If the customer’s actual storage for the month was 300GB, then the Data Storage Charge would be $12.5 USD for that month (50GB * $0.25).

For more examples of data storage charges, see Data storage examples.

Track data storage usage

You can track your data storage usage on the Billing & Usage page. For more information, see View your billing and usage summary. You can also use the Storage calculator to estimate your Genesys Cloud data storage usage and charges.

Invoice

Any overage charge for data storage appears on your Genesys Cloud invoice as PC-170-NV-PCDSOVER.

Basic routing / IVR fair use policy overview

Genesys has a fair use policy for basic routing / IVR charges. Basic routing / IVR includes these features:

• DTMF
• Set Language
• Transfer to Queue
• Play Audio
• Decision Trees
• Switch Statements
• Menus, Transfers, Disconnects
• External Data Dips
• Genesys native ASR
• Genesys native TTS

You can use up to the “fair use” basic routing / IVR amounts allocated by user without charge. Basic IVR is consumed when using inbound call, outbound call, and secure call flows and includes the full set of IVR features. The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance shown in the table below for each user. Genesys uses this formula to determine the total amount of allocated basic routing / IVR minutes for your organization during the period. Genesys provides you with a way to track actual basic routing / IVR usage.

A session timer measures IVR usage. The session timer records a session duration that starts at the IVR flow initiation and ends at the end of IVR flow execution. This includes time spent in the inbound call flow and, if present, the bot flow. These session durations are then aggregated to monthly IVR duration values for the billing period. The timer measures each IVR session to the millisecond. IVR flows ending events include transfer to ACD, disconnect, and exit.

If you exceed your basic IVR allocation, you are billed an overage charge per minute, per month.

Basic routing / IVR fair use allocation

The basic routing / IVR fair use allocation is available for all the Genesys Cloud license tiers the Named and Concurrent license types. Each tier/type has a specific minutes per month allocation.

Overage charges

If your organization exceeds the provided allocation in a given month, you are billed for the basic IVR minutes consumed over the allocation amount.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive a 50,000 basic IVR minutes that month. If they have 70,000 minutes of IVR usage and queue wait time, which consists of 40,000 minutes in IVR usage and 30,000 minutes of queue, there would be no IVR usage charge. This is because the IVR usage of 40,000 is below the amount in the organizations IVR fair use allocation and in-queue call flows do not count against IVR usage.
• Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive a 50,000 basic IVR minutes that month. If they have 70,000 minutes of IVR usage and queue wait time, which consists of 60,000 minutes in IVR usage and 10,000 minutes of queue, they would exceed their monthly allotment by 10,000 minutes (60,000 – 50,000 = 10,000) and would incur an IVR usage charge of $100 USD for that month (10,000 minutes * $0.01).

Track basic routing /IVR usage

You can track your basic routing /IVR usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for data storage appears on your Genesys Cloud invoice as PC-170-NV-PCIVRPERMIN.

API on-demand fair use policy overview

Genesys has a fair use policy for API on-demand usage. Genesys Cloud provides fair use allocations for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total amount of allocated API on-demand requests for your organization during the period. Genesys provides you with a way to track actual API on-demand usage.

If you exceed your provided allocation, you are billed an overage charge for each additional API request.

API on-demand fair use allocation

The API on-demand fair use allocation is available for all the Genesys Cloud license tiers and the Named and Concurrent license types. Each tier/type has a specific API request per month allocation.

Overage charges

If your organization exceeds the provided allocation in a given month, you are billed for API Requests consumed over the allocation amount.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would have a combined API request allocation of 2,200,000 per month for their Genesys Cloud org. The combined API request allocation is a result of the 110,000 API requests allotment per billable agent and the number of agents (20). If the company generated 1,300,000 API requests in a month there would be no charges as the usage is below the amount included in the organizations API request allocation.
  
• Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 10 agents, they would have a combined API request allocation of 1,100,000 per month for their Genesys Cloud org. The combined API request allocation is a result of the 110,000 API requests allotment per billable agent and the number of agents (10). The company is billed for all API requests over 1,100,000 each month at a rate of $0.0001 USD per request (one hundredth of one cent). If the company generated 1,300,000 API requests, they would exceed their monthly allotment by 200,000 requests (1,300,000 – 1,100,000 = 200,000) and would incur an API on-demand charge of $20 USD for that month (200,000 requests * $0.0001). 

Track API on-demand usage

You can track your API on-demand usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for API requests appear on your Genesys Cloud invoice as PC-170-NV-PCAPIOVER.

Voice transcription fair use policy overview

Genesys has a fair use policy for voice transcription usage. Voice transcription includes these features:

• Transcription of voice interactions (both external and internal channels) into words.
• Confidence scores for every word detected.
• Time stamps for the start of every word detected and the word duration.
• Participant information for each fragment of the transcript.

The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total amount of allocated voice transcription minutes for your organization during the period. Genesys provides you with a way to track actual voice transcription usage.

If you exceed the voice transcription allocation, you are billed an overage charge per minute per month.

Voice transcription fair use allocation

The voice transcription fair use allocation is available for the Genesys Cloud CX 3 license tiers and all the license types. The voice transcription fair use allocation is available for the Genesys Cloud CX 1 and 2 license tiers with the WEM Addon and the Named and Concurrent license types. Voice Transcription in available in Communicate when Voicemail notifications is enabled. For more information see, Enable voicemail notifications. Each tier/type has a specific minutes per month allocation.

Overage charges

If your organization exceeds your voice transcription allocation in a given month, you are billed per minute for voice transcription over your allocation amount.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 80,000 minutes of call recordings are transcribed then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
• Over allocation: If Company B purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 110,000 minutes of call recordings are transcribed then they would exceed their monthly allotment by 10,000 minutes (110,000 – 100,000 = 10,000) and would incur a voice transcription usage charges of $100 USD for that month (10,000 minutes * $0.01). 
  
  
• Within allocation: If Company C purchases a Genesys Cloud CX 2 with WEM Addon named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 80,000 minutes of call recordings are transcribed then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
• Over allocation: If Company D purchases a Genesys Cloud CX 2 with WEM Addon named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 110,000 minutes of call recordings are transcribed then they would exceed their monthly allotment by 10,000 minutes (10,000 – 100,000 = 10,000) and would incur a voice transcription usage charges of $100 USD for that month (10,000 minutes * $0.01).

Track voice transcription usage

You can track your voice transcription usage on the Billing & Usage page. For more information,  see View your billing and usage summary.

Invoice

Any overage charge for API requests appear on your Genesys Cloud invoice as GC-170-NV-VTFAIRUSEO.