What defines a billable concurrent user for Genesys Cloud contact center services?
In a concurrent licensing model, Genesys charges for the maximum number (peak) of concurrent (simultaneous) users during a billing period. To support shift changes, we disregard usage peaks shorter than 30 minutes in duration. Usage peaks can occur in non-consecutive intervals. The charges reflect the highest Genesys Cloud level license that users were assigned during the billing period. Concurrent billing in Genesys Cloud is limited to organizations that are contained within a single geographic region and they are billed separately for each region.
If you select a concurrent license model, all Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3 users are licensed as concurrent. To see an example of a concurrent usage report, see Download your usage reports.
To see other FAQs about named user licenses, see FAQs: Pricing and billing.