How are users counted in Genesys Cloud services, as named or concurrent? 

Genesys Cloud 1, 2, and 3 can be licensed as either a named user or a concurrent user. Genesys Cloud does not support mixing named and concurrent users for Genesys Cloud contact center. Genesys Cloud does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Genesys Cloud 1 or 2.  See About your subscription for a full listing of available add ons.