Billing scenarios for Genesys Cloud Journey Management

AI-generated summary

Genesys Cloud Journey Management operates on a dual-component billing model that charges organizations based on user count and event tracking across multiple pricing tiers. Named agents are billed at $30 per month with 20,000 included events, while concurrent agents cost $45 monthly with 26,000 included events. User-based billing follows a 1:1 mimic model that directly matches Journey Management charges to total Genesys Cloud user counts during each billing period, distinguishing this approach from other add-ons such as CX Cloud and Work Automation that bill according to specific permission assignments. Event usage exceeding allocated thresholds incurs tiered overage charges, and when concurrent user usage surpasses committed amounts, additional charges apply proportionally to both services. The system maintains event data for 400 days, with the most recent 365 days accessible for analysis through Journey Analyzer via daily data ingestion processes. Newly onboarded organizations may initially display less than 400 days of historical data, which grows incrementally through continuous daily updates. Organizations receive up to 25 query analyses per day per organization. Journey Management licensing is directly tied to user count, requiring billing for matching concurrent users across both platforms. When concurrent user usage exceeds committed amounts—for example, exceeding a 100-user commit by 50 concurrent users—billing increases proportionally for both additional Genesys Cloud CX 3 users and additional Journey Management users. The Genesys Cloud CX 4 license includes Agent Copilot by default and exempts organizations from standard Journey Management billing scenarios. A 60-day free trial is available through Genesys AppFoundry, enabling organizations to evaluate Journey Management capabilities before committing to full-scale deployment.

Note: The scenarios do not apply if you have Genesys Cloud CX 4 license. Genesys Cloud CX 4 includes Agent Copilot by default.

The billing for Journey Management is based on the count of Genesys Cloud users in an org.

User-based billing for Journey Management is based on a mimic billing model. This means that billing for Journey Management users in a billing period will always match 1:1 the Genesys Cloud user count during a billing period. This is applicable for named, concurrent, and hourly interacting users.
Billing covers analysis of up to 25 queries per org per day.

Key billing model differences

Journey Management: Journey Management user charges are based on a 1:1 match with the Genesys Cloud user count during a billing period.
Other Add-ons (CX Cloud, Work Automation): The user charges for the CX Cloud and Work Automation add-ons are based on specific users being assigned the necessary permissions or roles.

Billing scenarios

Scenario 1: Named vs. concurrent agent licensing

Named agents: Priced at $30 per agent/month.
Concurrent agents: Priced at $45 per agent/month.
Additional volume-based pricing: If event volume surpasses these thresholds, additional charges are applied on a tiered basis.

Scenario 2: Data ingestion and event retention

Journey Management incorporates an initial data ingestion process, followed by rolling daily updates that keep event data refreshed every 24 hours. Journey Management stores up to 400 days of event data, of which the most recent 365 days are available for analysis.

Data ingestion process: After the initial setup, new event data is added daily to maintain the 400-day archive.
Data available for analysis: Up to 365 of these days are fully accessible for analysis in Journey Analyzer.
New organizations: If you are newly onboarded to Genesys Cloud, you may see less than 400 days of data initially, which will grow as new events are ingested daily.

Scenario 3: User-based billing

In December, a customer’s Genesys Cloud organization has a commit for 100 concurrent Genesys Cloud CX 3 users and 100 concurrent Journey Management users. In January, the usage for Genesys Cloud CX 3 users in that organization is measured as 150 concurrent users. Since Journey Management always matches the Genesys Cloud user count, this customer will be billed for an additional 50 concurrent Genesys Cloud CX 3 users and an additional 50 concurrent Journey Management users.

Trial and purchase options

A 60-day free trial is available via Genesys AppFoundry, so organizations can test Journey Management before they commit to a full-scale purchase.

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