Prerequisites
  • Genesys Cloud EX license

Any of the following billing permissions:

  • Billing > All Permissions
  • Billing > Subscription > Add
  • Billing > Subscription > View

With your Genesys Cloud EX (Employee Experience) base subscription, you can access all workforce engagement capabilities for any set of users within your organization. Organizations that have a Genesys Cloud EX base product and license do not handle interactions inside Genesys Cloud, but can synchronize over data and voice interactions from any external platform.

Note: A Genesys Cloud EX subscription expects that an organization has Collaborate subscriptions as prerequisites. Collaborate subscriptions do not incur charges.

Collaborate subscription  

An employee with Collaborate permissions automatically receives a Collaborate license/subscription. Collaborate permissions include:

  • Attributes > Attribute > Edit, Add, Delete, View
  • SSO > Provider > View, Delete, Add, Edit
  • Documents > Audit > View, Search

Genesys Cloud EX subscription  

Organizations are billed for the following scenarios:

Employee use

Genesys bills for the Genesys Cloud EX base product all users who are the subject of workforce engagement-related capabilities. The following list describes some of the scenarios that incur monthly billing charges when an employee logs in during the month:

  • When a schedule is created for the employee using the workforce management scheduler. 
  • When a coaching session is scheduled for an employee. 
  • When a development and feedback module is assigned to an employee. 
  • When a gamification point is generated for an employee. 
  • When an Interaction Event is injected for an employee.
  • When an evaluation is created for an employee.
    Note: This scenario does not require the employee to log in during the month.

Administrator role (permissions)

Genesys bills for the Genesys Cloud EX base product all users who have administrator permissions.

  • Alerting > Alert > Add, Delete, Edit, View
  • Alerting > Rule > View, Add, Delete, Edit
  • Analytics > Conversation Properties > Index
  • Analytics > Dashboard Configurations > View, Edit, Publish
  • Analytics > Queue Observation > View
  • Analytics > Tab Configurations > View, Delete, Edit
  • Analytics > User Aggregate > View
  • Analytics > User Detail > View
  • Analytics > User Observation > View
  • Analytics > View Configurations > Edit, View
  • Analytics > Agent Conversation Detail > View
  • Analytics > Conversation Aggregate > View
  • Analytics > Conversation Detail > View
  • Analytics > Data Export > Add, Delete, View, Publish, Schedule, Edit
  • Analytics > Insight Configurations > Edit, View
  • Architect > Datatable > Add
  • Architect > Datatable > Delete
  • Architect > Datatable > Edit
  • Architect > Datatable > Search
  • Architect > Datatable > View
  • Architect > Datatable Row > Add
  • Architect > Datatable Row > Delete
  • Architect > Datatable Row > Edit
  • Architect > Datatable Row > View
  • Architect > Dependency Tracking > Rebuild
  • Architect > Dependency Tracking > View
  • Architect > Flow > Add
  • Architect > Flow > Delete
  • Architect > Flow > Edit
  • Architect > Flow > Launch
  • Architect > Flow > Publish
  • Architect > Flow > Search
  • Architect > Flow > Unlock
  • Architect > Flow > View
  • Architect > Flow Execution > View
  • Architect > System Prompt > Edit
  • Architect > System Prompt > View
  • Architect > UI > View
  • Architect > User Prompt > Add
  • Architect > User Prompt > Delete
  • Architect > User Prompt > Edit
  • Architect > User Prompt > View
  • Audits > Audit > View
  • Conversation > Communication > View
  • Conversation > External Tag > Edit
  • External Contacts > Conversation > Associate, View All
  • External Contacts > Custom Fields > Add, Edit, View
  • External Contacts > Identity > Merge, Promote
  • Groups > Team > Assign, Add, Delete, Edit, View
  • Presence > Presence Definition > Add, Delete, Edit
  • Reporting > ACD > View
  • Reporting > Custom Participant Attributes > View
  • Reporting > Interactions > View
  • Routing > Queue > Add, Edit, Delete, View, Search, Readonly
  • Routing > Settings > Edit
  • Routing > Skill > Assign, Manage
  • Routing > Wrap-up Code > Add, Delete, Edit, Search, View
  • Routing > Language > Assign, Manage
  • UI > Agent Queue Activity > View
  • UI > Supervisor Agent Details > View
  • UI > Supervisor Dashboard > View
  • UI > Supervisor DNIS Performance > View
  • UI > Supervisor Performance > View
  • UI > Supervisor Queue Details > View
  • UI > Supervisor Wrap Up Performance > View

  • Workforce Management > Activity Code > Add
  • Workforce Management > Activity Code > Delete
  • Workforce Management > Activity Code > Edit
  • Workforce Management > Activity Code > View
  • Workforce Management > Ad Hoc Forecast > Add
  • Workforce Management > Ad Hoc Forecast > View
  • Workforce Management > Ad Hoc Model > Add
  • Workforce Management > Ad Hoc Model > View
  • Workforce Management > Adherence Explanation > Add
  • Workforce Management > Adherence Explanation > Edit
  • Workforce Management > Adherence Explanation > Notify
  • Workforce Management > Adherence Explanation > Submit
  • Workforce Management > Adherence Explanation > View
  • Workforce Management > Agent > Edit
  • Workforce Management > Agent > View
  • Workforce Management > Agent Adherence > Notify
  • Workforce Management > Agent Schedule > Sync
  • Workforce Management > Agent Schedule > View
  • Workforce Management > Agent Schedule Notification > View
  • Workforce Management > Agent Shift Trade Request > Participate
  • Workforce Management > Agent Time Off Request > Submit
  • Workforce Management > Business Unit > Add
  • Workforce Management > Business Unit > Delete
  • Workforce Management > Business Unit > Edit
  • Workforce Management > Business Unit > Search
  • Workforce Management > Business Unit > View
  • Workforce Management > Forecast > Add
  • Workforce Management > Forecast > Delete
  • Workforce Management > Forecast > Edit
  • Workforce Management > Forecast > View
  • Workforce Management > Historical Adherence > View
  • Workforce Management > Historical Data > Upload
  • Workforce Management > Intraday > View
  • Workforce Management > Management Unit > Add
  • Workforce Management > Management Unit > Delete
  • Workforce Management > Management Unit > Edit
  • Workforce Management > Management Unit > Search
  • Workforce Management > Management Unit > View
  • Workforce Management > Planning Group > Add
  • Workforce Management > Planning Group > Delete
  • Workforce Management > Planning Group > Edit
  • Workforce Management > Planning Group > View
  • Workforce Management > Published Schedule > View
  • Workforce Management > Real-Time Adherence > View
  • Workforce Management > Schedule > Add
  • Workforce Management > Schedule > Delete
  • Workforce Management > Schedule > Edit
  • Workforce Management > Schedule > Generate
  • Workforce Management > Schedule > View
  • Workforce Management > Scheduling Request > Add
  • Workforce Management > Scheduling Request > View
  • Workforce Management > Service Goal Group > Add
  • Workforce Management > Service Goal Group > Delete
  • Workforce Management > Service Goal Group > Edit
  • Workforce Management > Service Goal Group > View
  • Workforce Management > Service Goal Template > Add
  • Workforce Management > Service Goal Template > Delete
  • Workforce Management > Service Goal Template > Edit
  • Workforce Management > Service Goal Template > View
  • Workforce Management > Shift Trade Request > Edit
  • Workforce Management > Shift Trade Request > View
  • Workforce Management > Shrinkage > View
  • Workforce Management > Time Off Limit > Add
  • Workforce Management > Time Off Limit > Delete
  • Workforce Management > Time Off Limit > Edit
  • Workforce Management > Time Off Limit > View
  • Workforce Management > Time Off Plan > Add
  • Workforce Management > Time Off Plan > Delete
  • Workforce Management > Time Off Plan > Edit
  • Workforce Management > Time Off Plan > View
  • Workforce Management > Time Off Request > Add
  • Workforce Management > Time Off Request > Delete
  • Workforce Management > Time Off Request > Edit
  • Workforce Management > Time Off Request > Notify
  • Workforce Management > Time Off Request > View
  • Workforce Management > Work Plan > Add
  • Workforce Management > Work Plan > Delete
  • Workforce Management > Work Plan > Edit
  • Workforce Management > Work Plan > View
  • Workforce Management > Work Plan Rotation > Add
  • Workforce Management > Work Plan Rotation > Delete
  • Workforce Management > Work Plan Rotation > Edit
  • Workforce Management > Work Plan Rotation > View

  • Coaching > Annotation > Add
  • Coaching > Annotation > Delete
  • Coaching > Annotation > Edit
  • Coaching > Annotation > View
  • Coaching > Appointment > Add
  • Coaching > Appointment > Delete
  • Coaching > Appointment > Edit
  • Coaching > Appointment > Participate
  • Coaching > Appointment > View
  • Coaching > Appointment Status > Edit
  • Coaching > Appointment Status > View
  • Coaching > Notification > View
  • Coaching > Private Annotation > Add
  • Coaching > Private Annotation > Delete
  • Coaching > Private Annotation > Edit
  • Coaching > Private Annotation > View
  • Employee Performance > External Metric Data > Add
  • Employee Performance > External Metric Definition > Add
  • Employee Performance > External Metric Definition > Delete
  • Employee Performance > External Metric Definition > Edit
  • Employee Performance > External Metric Definition > View
  • Gamification > Leaderboard > View
  • Gamification > Leaderboard > View All
  • Gamification > Profile > Update
  • Gamification > Profile > View
  • Gamification > Scorecard > View
  • Gamification > Scorecard > View All
  • Learning > Assignment > Add
  • Learning > Assignment > Delete
  • Learning > Assignment > Reset
  • Learning > Assignment > View
  • Learning > Cover Art > Upload
  • Learning > Cover Art > View
  • Learning > Module > Add
  • Learning > Module > Archive
  • Learning > Module > Delete
  • Learning > Module > Edit
  • Learning > Module > Publish
  • Learning > Module > View
  • Learning > Rule > Edit
  • Learning > Rule > View
  • UI > Agent Activity > View

  • Analytics > Data Retention > View
  • Analytics > Data Retention > Edit
  • Analytics > Evaluation Aggregate > View
  • Audits > Interaction Details > View
  • Quality > Calibration > Add
  • Quality > Calibration > Delete
  • Quality > Calibration > Edit
  • Quality > Calibration > View
  • Quality > Evaluation > Add
  • Quality > Evaluation > Delete
  • Quality > Evaluation > Edit
  • Quality > Evaluation > Edit Agent Signoff
  • Quality > Evaluation > Edit Score
  • Quality > Evaluation > Participate
  • Quality > Evaluation > View
  • Quality > Evaluation Form > Add
  • Quality > Evaluation Form > Delete
  • Quality > Evaluation Form > Edit
  • Quality > Evaluation Form > View
  • Recording > Annotation > Add
  • Recording > Annotation > Delete
  • Recording > Annotation > Edit
  • Recording > Annotation > View
  • Recording > Deletion Protection > Apply
  • Recording > Deletion Protection > Revoke
  • Recording > Encryption Key > Edit
  • Recording > Encryption Key > View
  • Recording > Job > Add
  • Recording > Job > Delete
  • Recording > Job > Edit
  • Recording > Job > View
  • Recording > Recording > Delete
  • Recording > Recording > Download
  • Recording > Recording > Edit Retention
  • Recording > Recording > Restore
  • Recording > Recording > View
  • Recording > Recording > View Sensitive Data
  • Recording > Recording Segment > View
  • Recording > Retention Policy > Add
  • Recording > Retention Policy > Delete
  • Recording > Retention Policy > Edit
  • Recording > Retention Policy > View
  • UI > Agent Dashboard Evaluations > View

  • Conversation > Conversation > Inject
  • Presence > User Presence > Inject
  • Recording > Recording > Upload
  • Recording > Upload Report > Add
  • Recording > Upload Report > View
  • Routing > Routing Status > Inject

Genesys Cloud EX pricing 

Named License Type List Price (USD) List Price (CAD) List Price (AUD) List Price (NZD) List Price (GBP) List Price (EUR) List Price (BRL) List Price (JPY) List Price (ZAR)
Annual pre-pay 90.00 99.00 117.00 126.00 63.00 72.00 360.00 10800.00 1278.00
Annual Month to Month 94.50 103.95 122.85 132.30 66.15 75.60 378.00 11340.00 1341.90
Month to Month 108.00 118.80 140.40 151.20 75.60 86.40 432.00 12960.00 1533.60

For more information about volume discounts, contact your designated Customer Success Manager.

Fair use overage

A Genesys Cloud EX organization is subject to data storage and API request allocations according to fair use policy. Overage charges are applied when allocation is exceeded.

The total allocation for an organization is based on the number of employee licenses applied to the organization. For example, if an organization has 20 named user licenses, and since each user receives 75,000 API requests per month, the total allocation is 1,500,000 (=75,000*20). If an organization exceeds the total allocation, the organization is billed an overage charge for each additional API request.

For more information, see: Genesys Cloud fair use policy.

Revision history

Date Revision
January 4, 2024

Removed Workforce Management > Agent Schedule > Utilize Load Based permission from the Workforce management administrator permissions section.
June 15, 2023

Added Interaction recording and quality management administrator permissions section. Expanded Injection permissions section. Updated Pricing details.
January 12, 2023

Created article.