Genesys Cloud users are typically licensed, counted, and invoiced according to Named or Concurrent counting models. There are two hourly alternatives to this traditional model. Users may be counted under the Hourly Interacting model or the legacy Hourly Logged In model. Most of this article applies to Hourly Interacting.

• In the Hourly Interacting model, users are counted for the time they spend on Interactions.
• In the Hourly Logged In model, users are counted for the time they are online. 

Hourly interacting model

Hourly Interacting is intended to be used alongside your general Named or Concurrent subscription. All new named and concurrent customers will have access to the Hourly Interacting license by default. All existing named and concurrent customers will gain access to the Hourly Interacting license upon renewal. Prior to renewal, existing customers may order via AppFoundry or by speaking with your Genesys representative. If your org is set up with the Hourly Logged In subscription, then you are not eligible to use Hourly Interacting. You must switch to a Named or Concurrent plan. For more information, see the Genesys Cloud pricing hub.

Enabling hourly interacting license

The Hourly Interacting license is set per user with the application of the Billing > User > hourlyInteracting permission by way of the Hourly Interacting User role.

Associated add-ons

When a user is configured with the Hourly Interacting license, their time is counted against any of the following qualifying licenses that they may also hold.

• Genesys Cloud CX 1
• Genesys Cloud CX 2
• Genesys Cloud CX 2 Digital
• Genesys Cloud CX 3
• Genesys Cloud CX 3 Digital
• Genesys Cloud CX 4
• Genesys Cloud CX 1 Digital Add-on II
• Genesys Cloud CX 1 WEM Add-on II
• Genesys Cloud CX 2 WEM Add-on I
• Work Automation Add-on

For example: A given user has the Hourly Interacting license, the Genesys Cloud CX 1 license, and the Genesys Cloud Digital Add-on. This user has 10 hours of interacting time, so those 10 hours are counted against the Genesys Cloud CX 1 license and Genesys Cloud Digital Add-on.

Hourly interacting metering

The Hourly Interacting meter makes use of an existing user field called Routing Status. For more information, see the Developer Center article Routing & Conversation Handling. Essentially, the time spent interacting is defined as the sum of the amount of time spent with a Routing Status equal to Communicating or a Routing Status equal to Interacting. This information is available to administrators and agents and can be found in the Communicating and Interacting columns in the Agent Status View. For more information, see Agents Performance views overview.

How types of interactions are counted

The following table shows the types of interactions for Non-ACD and ACD; and indicates whether they count for Hourly Interacting. 

Hourly interacting, hold, and parking

If a given user only has held interactions, their Routing Status will be Communicating or Interacting and thus WILL be charged for that time.

If a given user only has parked interactions, their Routing Status will not be in Communicating or Interacting and thus WILL NOT be charged for that time.

Hourly interacting metering exceptional cases

The following scenarios are being called out either because the behavior is other than might be expected or the behavior is temporary and will be altered in the future.

Disconnected Users

This behavior may be unexpected, but users who disconnect while they still have connected or held interactions will continue to be billed for the time those interactions remain active. The same applies when an interaction is manually transferred directly to a disconnected user.* For voice interactions, this generally makes sense because the user may still be handling the call. For digital interactions, the behavior is more of a grey area, given the possibilities available through the Public API, but it needs to remain consistent across interaction types. 

*As a best practice, Genesys recommends that interactions be transferred through ACD queues rather than directly to individual users. This process allows the system to select the best available target, apply overflow handling where needed, and prevent interactions from becoming stranded with a particular user.

Include Non-ACD = False

Users with Non-ACD interactions should be accruing billable time, but this may or may not be the case at this time. Currently, the “Include Non-ACD” setting can force this time to go unmetered. This behavior will be changed in a future update. For more information, see the Block calls when on a non-ACD call section of the Agent utilization article.

Not Responding

Users who are on an Interaction accruing billable time may cease accruing billable time if a second ACD interaction is offered and goes unanswered. This behavior will be changed in a future update. For more information, see What does Not responding mean?

Video

Currently, if a user only has a non-ACD video interaction, their Routing Status doesn’t change to Communicating. This will be changed in a future release.

Hourly interacting pricing

For more information about hourly interacting pricing, see the Genesys Cloud licenses and core bundles in the Genesys Cloud pricing hub.

Hourly user licensing fair use

Both the Hourly Interacting and Hourly Logged In models have fair use allocations. For more information, see Genesys Cloud fair use policy.

Hourly Logged In model

The legacy Hourly Logged In model differs from Hourly Interacting in the following ways:

• This cannot be ordered alongside named and concurrent. This model is for all users.
• This can be used for admins and supervisors.
• This is metered as the total time logged in.