FAQ: What defines a billable concurrent user for Genesys Cloud contact center services?
Concurrent users are available for Genesys Cloud 1, 2, or 3 license types. Any users with a Communicate or Collaborate license type are treated as named. If a concurrent license model is selected, all Genesys Cloud 1, 2, or 3 users are licensed as concurrent. It’s not possible to mix named and concurrent Genesys Cloud 1, 2, or 3 user types at this time.
In a concurrent licensing model, the maximum number (peak) of concurrent (simultaneous) users during a billing period is charged. To support shift changes, usage peaks shorter than 30 minutes in duration are disregarded.
The user type billed is the highest Genesys Cloud level license that they were assigned during the billing period. Concurrent billing in Genesys Cloud is limited to organizations that are contained within a single geographic region.
Concurrent usage is calculated and billed separately for each geographic region.