Genesys Cloud FedRAMP region
Streamlined license usage logic for greater flexibility

Announced on Effective date Aha! idea
2025-01-20 - Aha! link

In a future release, Genesys Cloud will simplify the logic for calculating license usage when switching between Hourly Interacting, Named, and Concurrent license models. Usage will now be counted based on the user’s latest license type during the billing period, regardless of when the change is made. Previously, when an admin switched a user from Named or Concurrent licenses to Hourly Interacting, the change would not take effect until the following billing period. Additionally, changes from Hourly Interacting to Named or Concurrent licenses required a 24-hour delay before taking effect. With this update, admins will have a more straightforward and predictable experience: the most recent license type will always determine usage. 

What will change

Simplified logic will reflect that usage is now based on the user’s most recent license type during the current billing period. This change reduces confusion, eliminates inconsistencies, and simplifies the billing process for both administrators and the support team. The simplified logic offers greater flexibility for organizations to adjust licenses as needed during a billing cycle, ensuring the logic aligns with expectations and is easier to communicate.
Note: This update has no affect on the user interface. Administrators will continue to change license types using the same interface; the update applies only to the underlying business logic.