Your Genesys Cloud invoice includes all of the items on your Genesys Cloud subscription, including user licenses (both pre-paid and on-demand), device charges, resource charges, telco usage charges and applicable taxes.  

Here’s what to look for: 

Billing Details 

  • Payable in: Customer’s currency for payment 
  • Payment Terms: Net 30″ indicates that full payment is expected within 30 days.  
  • Service Period: The dates of service for which usage is being billed.  
  • Description: Name of the product.  
  • Qty: Quantity of the product consumed during the service period. 
  • Rate: Per Unit Rate for the product 
  • Amount: Total amount for the line item  

Core Services and Fees:  

These include your user licenses for Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Communicate, and apps or add-ons to Genesys Cloud purchased via the AppFoundry .  

Genesys Cloud User vs. Genesys Cloud User – Prepay: 

Your invoice may contain both “User” and “User – Prepay” line items for products that have pre-paid and on-demand rates.  

  • Genesys Cloud User: Number of Genesys Cloud users to be paid in the billing cycle at the on-demand (non-prepay) rate 
  • Genesys Cloud User – Prepay: Number of Genesys Cloud users to be paid in the billing cycle at the pre-pay rate 

Resource Charges: 

These include any IVR On-demand or Data Storage charges for usage in the period above the Fair Use Policy, as well as SMS & Messaging charges (Genesys Cloud CX 3 and Genesys Cloud CX 2 customers). 

Your Genesys Cloud subscription comes with an allocation of monthly included IVR minutes and Data Storage.  

IVR allocations are described in detail here: Fair use routing usage charges. 

Data Storage allocations are described in detail here: Fair use data storage usage and charges.  

Public API usage charges are described in detail here: Fair use API on-demand charges.

SMS messages are billed per message sent or received. ACD messaging is billed per conversation.  

SMS and ACD Messaging rates and charges are described here: ACD messaging and SMS pricing.

Device Charges:  

These include charges for Physical Edges, Virtual Edges, Phones or other physical devices that may be included on your subscription.  

Telco Usage Charges: These charges include Toll-Free Calling Service, Inbound and Outbound Calling Service, Call Surcharges and Number Setup Charges. Telco Usage Charges and bill reconciliation processes are described in detail here: Reconcile your Genesys Cloud Voice invoice against your usage report. 

Taxes and Fees: These include federal, state, and local taxes and fees that apply to your Genesys Cloud charges.  

Finding Genesys Cloud Usage Information  

You can view your billing and usage summary inside of Genesys Cloud as described here: View your billing and usage summary.

The subscription area will show you the Users, Devices and Resources that you are consuming including contracted (committed) and on-demand amounts.  

Understanding Committed Users 

Question: I committed to 20 users, and only used 10, why I am still being billed for 20?   

You will be billed for at least your committed user amount, regardless of actual usage. Any users over the committed amount are billed at an on-demand rate.  

Understanding Ramp Billing 

Question: I am in the ramp period, why does my invoice have 20 prepay on it?   

On your last invoice during the ramp period, you will start being invoiced for your prepay users.  

Understanding Resource On-demand

Question: I had 3671 GB of on-demand storage. Where do I see my usage? 

Go to Admin > Sub > Resources Report 

Understanding License Usage 

Question: I had 25 Genesys Cloud CX 2 Users and 10 Genesys Cloud CX 2 User-Prepay. Where do I see my usage? 

Go to Admin > Sub > Usage Report