How are predictive routing interactions billed?

• Consumption of predictive routing is through Al Experience Tokens . For more information, see AI Experience tokens metering and pricing.
• If an interaction is routed using other methods such as Standard (in case of timeout of interaction) or Standard/Bullseye (during comparison test phase), the interaction is not billed.
• Genesys Cloud considers threaded emails and messages as one interaction and bills only for the first interaction.

Why do my billing interaction counts differ from the daily interaction counts I see on the Comparison Test pane?

• The interaction counts shown on the Billing page are updated once per day. The Comparison Test pane is updated with the latest interaction count in real-time. As a result, the number of interactions shown differs. 
• Daily interaction counts on the Comparison Test pane change with the time zone set in browser. As a result, they might differ from those shown on the Billing page or in an Analytics billing report. 
• The query that identifies predictive routing for the Billing page differs slightly from the Analytics query that identifies predictive routing interactions. 

How do I remove predictive routing from my organization?

To remove predictive routing, contact your account team.

Billing edge cases

• You are billed if an agent calls another agent and that call waits in an inbound queue from which predictive routing assigns it to the answering agent.
• You are billed for callbacks that wait in an inbound queue after the called-back customer answers, and which predictive routing then routes to an agent.