Concurrent licensing model billing overview

In a concurrent licensing model, Genesys charges for the maximum number (peak) of concurrent (simultaneous) users during a billing period. To support shift changes, we disregard usage peaks shorter than 30 minutes in duration. Usage peaks can occur in non-contiguous intervals. The charges reflect the highest Genesys Cloud level license that users were assigned during the billing period. Concurrency calculations are limited to a single Genesys Cloud organization. We do not support concurrency calculations between multiple orgs.

If you select a concurrent license model, all Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 users are licensed as concurrent.

Concurrency calculation

Users who hold a certain license during the usage period are eligible for concurrency calculation.

To calculate concurrency, Genesys does the following:

  1. Look at all slices in time to determine how many of the whole pool of users were logged in at that moment. For this, we use presence data from the API.
    • For example:
      • Time A, 500 users
      • Time B, 503 users
  2. Build a data set that shows all the quantities and the amount of time (or number of sample slices).
    • For example:
      • 500 users, 31 minutes
      • 503 users, 6 minutes
  3. Drop any quantities that don’t accrue a non-contiguous quantity of time of at least 30 minutes.
    • For example:
      • 500 users, 31 minutes (Peak)
      • 503 users, 6 minutes
  4. Since the 500 users for 31 minutes isn’t necessarily contiguous, the actual discrete users in this peak could be much greater than 500 users. Therefore, we build a data set of the users who were present in the greatest number of time slices until we reach the peak. We then drop the users below that threshold.

Self-service reconciliation

To understand why a given user was included in this count, follow these steps:

  1. To check the list of the users counted, download the Concurrent Usage reports.
    Note: All of these users will be logged in according to analytics data.
  2. With the exception of WEM add-on, these users will have had the license in question. This is visible on the People page. You can check on their current license there.
    Note: It is possible that this license was changed over time.
  3. You can check their logged in times for each user in the Agent Status Detail view.  
    • For example, the status view for a single user might look like this:
  4. If you’d like to automate the collection of this information, you can query the User Status Detail API.