The scenarios do not apply if you have license Genesys Cloud CX 4. Genesys Cloud CX 4 includes Journey Management 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.