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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. Click each license to expand and view WEM Admin permissions.

Click the license to expand and view WEM Admin permissions.

  • Agent use: Agents are billed for the WEM add-on when the following capabilities are 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: Users are billed for WEM when they are assigned the Billing > User > WEMUpgrade administrative permission. Assigning this permission upgrades the user to a WEM license and triggers WEM billing.

Existing Genesys direct customers can add the Genesys Cloud WEM Upgrades by navigating to the .

Notes:
  • If you are a Genesys Cloud partner or partner customer, access this offering through the . Contact your Genesys sales representative for more information.
  • 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 have 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 does not trigger WEM or STA add-on charges. The system draws transcription minutes from the organization’s shared global transcription pool, regardless of user permissions. If usage exceeds the allocated pool, overage charges apply. For current rates, see the Genesys Cloud Fair Use Policy in the . 

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.

    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 .

      Pricing 

      For information about workforce management pricing, see the Add-ons section of the .

      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.