Upgrade your subscription to include Workforce Engagement Management (WEM). If you are a or customer, you can access -level WEM capabilities for a subset of users by upgrading with the WEM add-on.

Organization are billed for the following three scenarios:

• Administrator role (permission): All users who have administrator permissions for WEM-related capabilities will be billed for the WEM add-on product. Click each license to expand and view WEM Admin permissions.

Click the license to expand and view WEM Admin permissions.

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• Agent use: Agents are billed for the WEM add-on when the following capabilities are used:
  • When a schedule is created for the agent using the WFM Scheduler.
  • When an evaluation is assigned to an agent. This only applies if your base license is . Quality Management is included in .
  • When a voice survey is initiated for an agent.
  • When a web survey for an agent is sent for feedback.
  • When a coaching session is scheduled for an agent.
  • When a module is assigned to an agent.
  • When a gamification point is generated for an agent.
• Billing > User > WEMUpgrade : Users are billed for WEM when they are assigned the Billing > User > WEMUpgrade administrative permission. Assigning this permission upgrades the user to a WEM license and triggers WEM billing.

Existing Genesys direct customers can add the Genesys Cloud WEM Upgrades by navigating to the Genesys AppFoundry.

Workforce Engagement Management (WEM) Add-on licensing and transcription allocation

For or customers with the WEM Add-on

• Users who actively use WEM capabilities such as coaching, evaluations, gamification, or surveys receive a WEM license and transcription allocation according to the organization’s transcription SKU.
• Users who only consume transcription and do not use other WEM capabilities, but require transcription on every interaction to support conversation intelligence and insights, should be assigned the:
  • Billing > User > WEM Upgrade permission.
  • Assigning this permission grants the WEM Add-on license and ensures the user receives transcription allocation.
• If a user participates in a customer interaction (for example, through a blind transfer, warm transfer, or conference) and does not have a WEM Add-on license or the Billing > User > WEM Upgrade permission, the transcription minutes consumed are applied to the organization’s total fair use transcription allocation.

While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process completes, your new services are ready to apply to users. For more information, see Assign roles, divisions, licenses, and add-ons.

Pricing 

For information about workforce management pricing, see the Add-ons section of the Genesys Cloud pricing hub.

For more information, contact your sales representative. In Genesys Cloud, to find details about your sales representative, click Orchestrators > Profile > My Contacts.