Billing scenarios for Genesys Cloud Journey Management

The billing of Genesys Cloud Journey Management is based on the number events available to analyze in Journey Analyzer each month, rather than on permission or role assignments. This user-based model measures monthly event volume per agent, with different cost tiers for named and concurrent agents.

Additional volume-based charges apply if usage exceeds allocated thresholds.

Key billing model differences

  • Journey Management: Charges based on active users’ monthly event volume.
  • Other Add-ons (CX Cloud, Work Automation): Charges based on assigned permissions or user roles.

Abrechnungsszenarien

Scenario 1: Named vs. concurrent agent licensing

  • Named agents: Priced at $30 per agent/month. Covers analysis of up to 20,000 events per agent each month.
  • Concurrent agents: Priced at $45 per agent/month. Covers up to 26,000 events per agent monthly.
  • Additional volume-based pricing: If event volume surpasses these thresholds, additional charges are applied on a tiered basis.
Example: If a customer has 100 named agents, they are billed $3,000 per month (100 agents x $30 each). If 22,500 events are generated in a single month, then an overage is incurred based on the additional events (2,500) at a volume rate specified in the Genesys Fair Use Policy.

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: Overages and fair use policy

When event usage surpasses the allocated threshold per agent, overage charges are applied following the Genesys Cloud fair use policy guidelines. This ensures fair access to resources for all customers.

Example: For 100 concurrent agents billed at $45 each (totaling $4,500 per month), if total monthly events exceed the allocated 26,000 per agent, any additional events trigger overage charges based on a volume-tiered rate. If these agents together generate 5,000 extra events, the overage cost is calculated based on these excess events and billed accordingly.

Trial and purchase options

A 60-day free trial is available via Genesys AppFoundry, so organizations can test Journey Management before committing to a full-scale purchase.