Overview of Genesys Cloud 2 Digital and Genesys Cloud 3 Digital licenses - Genesys Cloud Resource Center
Overview of Genesys Cloud 2 Digital and Genesys Cloud 3 Digital licenses
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Genesys Cloud Digital licenses provide digital-channel-only capabilities through the Digital agent role, which is included by default and supports chat, email, and messaging without voice functionality. Organizations implementing these licenses assign the Digital agent role via Menu > User Management > Roles/Permissions. For existing Genesys Cloud subscribers, administrators can create custom roles by copying existing roles and disabling voice-related permissions, including Conversation > Call – Accept, Conversation > Call – Add, Conversation > Call – Record, Conversation > Callback – Accept, and Conversation > Callback – Create. This approach prevents automatic upgrade to full CX licenses that include voice capabilities.
Genesys Cloud CX 2 Digital and CX 3 Digital represent digital-only subscription packages that optionally include a workspace for multi-channel parallel management and customizable panels to optimize digital exchange operations. Fair use allocations do not apply to digital-only licenses. Adding the Communicate voice license to a Digital subscription automatically upgrades the subscription to the equivalent full CX license tier, triggering associated billing changes.
In digital-only organizations, the Master Admin role contains voice-related permissions that can inadvertently trigger full CX license activation. To maintain digital-only status, administrators must manually remove these voice permissions from the Master Admin role. The Digital agent role contains all necessary permissions for digital-only operations, while the Master Admin role requires modification to prevent unintended license enablement. After configuring roles by removing voice-related permissions, administrators assign the modified roles to agents through the Roles/Permissions interface. The Communicate license is not included with CX 2 Digital or CX 3 Digital subscriptions, and adding it results in automatic license upgrade to the full CX version. Fair use policies apply to standard licenses but do not extend to digital-only subscriptions.
Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses are GenesysCloud packages. While these licenses are similar to the regular Genesys Cloud packages, they do not include voice.This workspace is optional, but optimizes the management of digital exchanges, enables multi-channel management in parallel, and includes customizable panels.
Add Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses to your subscription
Genesys Cloud Digital licenses include the Digital agent role by default. Assign the digital agent role to users so agents can start to use services Genesys Cloud Digital licenses offer.
To assign the Digital agent role:
Click Menu > User Management > Roles/Permissions.
Locate the agent or agents who you want to assign the digital agent role to.
Click More , and from the menu that appears, click Edit Person. The view opens to the Roles tab.
Under View, select All.
In the Search box, begin typing digital agent, and then select it from the list.
In the Assigned column, click to enable the digital agent role for the user.
Edit existing roles assigned to agents to work together with Genesys Cloud Digital licenses
If you have a Genesys Cloud subscription, then to work with Genesys Cloud Digital services, assign these roles to the respective agents:
the digital agent role
a custom role which excludes voice-related permissions
Create a custom role without voice-related permissions
If you don’t have a custom role which excludes voice-related permissions, the easiest way to create it is to make a copy of one of your Genesys Cloud roles and modify the assigned permissions.
Click Menu > User Management > Roles/Permissions.
Locate the Genesys Cloud role you want to copy.
Click More , and from the menu that appears, click Copy role.
Name the copied role.
Example: You copy a Genesys Cloud Supervisor role and want to add a Genesys Cloud Digital license. The license does not include voice, so you might name the copied role accordingly: Genesys Cloud Supervisor Without Voice.
Disable the checkbox for the following permissions:
Conversation > Call – Accept
Conversation > Call – Add
Conversation > Call – Record
Conversation > Callback – Accept
Conversation > Callback – Create
Note: Make sure that you disable the check box for all of the voice-related permissions listed in this step. If you leave any voice-related permissions enabled, the Genesys Cloud license automatically activates.
Click Save.
Navigate to Roles/Permissions.
Locate the agent or agents who use Genesys Cloud Digital subscription and assign the newly created role to them.
Roles in digital-only organizations do not use voice-related permissions at all. The Digital agent role includes every necessary permission; however, the Master Admin role includes a permission list that enables the full Genesys Cloud CX 2 or Genesys Cloud CX 3 license in your organization. In this way, your organization may be billed for the full licenses.
To avoid the full Genesys Cloud CX 2 or Genesys Cloud CX 3 license enablement in your organization, you have to manually remove some permissions from the Master Admin role.
Disable the checkbox for the following permissions:
Conversation > Call – Accept
Conversation > Call – Add
Conversation > Call – Record
Conversation > Callback – Accept
Conversation > Callback – Create
Note: Make sure that you disable the check box for all of the voice-related permissions listed in this step. If you leave any voice-related permissions enabled, the Genesys Cloud license automatically activates.
Click Save.
Navigate to Roles/Permissions.
Locate the agent or agents who use Genesys Cloud Digital subscription and assign the newly created role to them.
The Communicate license is not included with Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses and fair use allocations do not apply.
If you add Communicate license to your Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital license, your license automatically upgrades to Genesys Cloud CX 2 or Genesys Cloud CX 3 license, respectively.