Add Workforce Engagement Management to your subscription
Upgrade your subscription to include Workforce Engagement Management (WEM). If you are a Genesys Cloud CX 1 or Genesys Cloud CX 2 customer, you can access Genesys Cloud CX 3-level WEM capabilities for a subset of users by upgrading with the WEM add on.
Organization are billed for the following three scenarios:
- Administrator role (permission) – All users who have administrator permissions for WEM related capabilities will be billed for the WEM add on product. See the notes section below for a list of the permissions.
- Agent use – All users who are the subject of WEM related capabilities will be billed for the WEM add on. The following is a list of some of the features that will be billed when used.
- When a schedule is created for the agent using the WFM Scheduler.
- When an evaluation is assigned to an agent. This only applies if your base license is Genesys Cloud CX 1. Quality Management is included in Genesys Cloud CX 2.
- When a voice survey is initiated for an agent.
- When a web survey for an agent is sent for feedback.
- When a coaching session is scheduled for an agent.
- When a module is assigned to an agent.
- When a gamification point is generated for an agent.
- Billing > User > WEMUpgrade (permission) – Users are billed for WEM when they are assigned administrative permissions associated with Workforce Engagement Management. Assigning this permission explicitly upgrades the user to a WEM license and incurs WEM billing.
Existing Genesys direct customers can add the Genesys Cloud WEM Upgrades by navigating to the Genesys AppFoundry.
Notes:
- If you are a Genesys Cloud partner or partner customer, navigate to the Genesys AppFoundry. Reach out to your sales representative to explore further.
- Administrative users with Master Admin, Performance Management Admin, Quality Admin, or Quality Evaluator type roles may be billed immediately for the WEM Upgrades once your org is upgraded.
- Genesys Cloud partners and partner customers can access this offering through the Genesys AppFoundry. For more information, contact your Genesys sales representative.
- After your organization is upgraded, users assigned to the following roles may incur WEM upgrade charges immediately: Master Admin, Performance Management Admin, Quality Admin, and Quality Evaluator.
- Your organization can enable both the WEM add-on and the STA add-on. However, each user can be assigned only one add-on at a time. Because the WEM add-on includes a broader set of features, it takes precedence over the STA add-on.
- Transcription usage alone no longer triggers WEM or STA add-on license charges. Transcription minutes are drawn from the organization’s shared global transcription pool, regardless of user permissions. If your organization exceeds its pooled allocation, overage charges apply. For current overage rates, see the Genesys Cloud Fair Use Policy in the Resource Center.
Workforce Engagement Management (WEM) Add-on Licensing and Transcription Allocation
For Genesys Cloud CX 1 or Genesys Cloud CX 2 customers with the WEM Add-on
- Users who actively use WEM capabilities such as coaching, evaluations, gamification, or surveys receive a WEM license and transcription allocation according to the organization’s transcription SKU.
- Users who only consume transcription and do not use other WEM capabilities, but require transcription on every interaction to support conversation intelligence and insights, should be assigned the:
- Billing > User > WEM Upgrade permission.
- Assigning this permission grants the WEM Add-on license and ensures the user receives transcription allocation.
- If a user participates in a customer interaction (for example, through a blind transfer, warm transfer, or conference) and does not have a WEM Add-on license or the Billing > User > WEM Upgrade permission, the transcription minutes consumed are applied to the organization’s total fair use transcription allocation.
Click the license to expand. Check your roles and remove the following permissions to prevent incorrect billing:
To add WEM to your subscription, follow these steps:
- Navigate to the Genesys AppFoundry.
- Search for Workforce Management.
- Click the card and follow the instructions.
While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process completes, your new services are ready to apply to users. For more information, see Assign roles, divisions, licenses, and add-ons.
Pricing
| Charge Type | USD | CAD | AUD | NZD | EUR | GBP | BRL | YEN | ZAR |
|---|---|---|---|---|---|---|---|---|---|
| Genesys Cloud CX 1 WEM Add-on II | 65.00 | 71.50 | 84.50 | 91.00 | 52.00 | 45.50 | 260.00 | 7,800.00 | 923.00 |
| Genesys Cloud CX 1 WEM Add-on II Concurrent | 95.00 | 104.50 | 123.50 | 133.00 | 76.00 | 66.50 | 380.00 | 11,400.00 | 1,349.00 |
| Genesys Cloud CX 2 WEM Add-on I | 40.00 | 44.00 | 52.00 | 56.00 | 32.00 | 28.00 | 160.00 | 4,800.00 | 568.00 |
| Genesys Cloud CX 2 WEM Add-on I Concurrent | 60.00 | 66.00 | 78.00 | 84.00 | 48.00 | 42.00 | 240.00 | 7,200.00 | 852.00 |
Note: For organizations that have a concurrent license, the billable user count will be calculated according to the concurrent peak for the set of users who used WEM features (as applicable for Genesys Cloud CX 1 WEM Add-on II or Genesys Cloud CX 2 WEM Add-on I) at some point in a given billing month. Concurrency is measured based on when users are logged in, not when they are using a feature.
For more information, contact your sales representative. In Genesys Cloud, to find details about your sales representative, click Orchestrators > Profile > My Contacts.
[NEXT] Was this article helpful?
Get user feedback about articles.