View table: BDSMetric

• Concurrent: The number of concurrently active agent voice sessions recorded during the billing period (daily concurrent), during which an agent handled at least one callback driven call. Calculated with one-second precision.
• Enabled: The number of unique logged in agents that had voice sessions recorded during the billing period (monthly enabled), during which the agent handled at least one callback driven call.

• Concurrent: The number of concurrently active unique PlaceIDs either used within multimedia login sessions, or associated with EndPoints of ACDPosition, or Extensions types, that are not linked to any IVR Ports. Calculated with one-second precision.
• Enabled: The number of concurrently active unique PlaceIDs either used within multimedia login sessions, or associated with EndPoints of ACDPosition, or Extensions types, that are not linked to any IVR Ports, since the first day of the current month.

• Concurrent: The number of concurrently active unique agent login sessions registered within any media channel during the given day, who handled at least one interaction. Calculated with one-second precision.
• Enabled: The number of unique agents with login sessions registered registered within any media channel since the first day of the month, who handled at least one interaction.

  Exclusions:

  • Both Concurrent and Enabled exclude "non-agent" logins as determined by sessions with (MediaType = 'Voice' AND (EndPointType not in (1,2) OR IVRPortID is not Null)), as they are not Extension or ADCPosition DN types, or are associated with an IVR Port.
  • Additionally, agents serving strictly as Supervisors are excluded, unless they handle any interaction (regardless of channel) that triggers the counting logic within the measurement period.

Named Digital 1 users

• The total number of unique User IDs (including supervisors) that logged into a Digital 1 bundled multicloud CX service in a given geographic region (US, EU, AP) and that have taken a Chat or Email interaction during the billing period.
• Named users are calculated and billed separately for each geographic region.
• If, during a billing period, the same User ID logged into a Digital 1 bundled multicloud CX service in multiple geographic regions, that User ID is counted as a named user in each of those regions during that billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the named user calculation.
• Any User ID used by a customer for testing purpose is included in the named user calculation.

Concurrent Digital 1 users

• The maximum number of unique User IDs (including supervisors) that logged into a Digital 1 bundled multicloud CX service in a given geographic region (US, EU, AP) and that have taken a Chat or Email interaction within in any one second interval during the billing period.
• Concurrent Users are calculated and billed separately for each geographic region.
• If, during a billing period, the same User ID logged into a Digital 1 bundled multicloud CX service in multiple geographic regions, that User ID is counted as a Concurrent User in each of those regions during that billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the concurrent user calculation.
• Any User ID used by a customer for testing purpose is included in the concurrent user calculation.

Chat capabilities

• Asynchronous, long-lived conversations over web or mobile channels.
• API to enable chat within the customer's mobile application (iPhone, Android); enterprises can enable push notifications and customize the chat interface within their apps (see: Consumer Messaging API).
• API to enable customized chat widget for web/mobile web channel (see: Widgets API).
• Access to use Third-Party Messaging API.
• Emojis and image transfer (additional rich media elements in roadmap).
• Agent-initiated outbound messages.
• Seamless integration with chatbots.

Email capabilities

• Support hundreds of mailboxes and millions of emails in backlog.
• Classify and categorize emails with multiple levels of rules.
• Set and manage prioritization schemas to meet your SLAs.
• View and manage the email backlog with advanced query capabilities in a business-friendly user interface.
• Create routing strategies in Designer.
• Set up automated acknowledgment emails by mailbox or category.
• Create standard responses in Designer for use by agents within Agent Workspace.
• Use the Genesys WFM connector to manage your workforce.
• View near real-time dashboards within Workload Manager.
• Personal Workbins for Agents to manage their emails.
• Transfer email(s) to another agent, agent group, skill, or queue.
• View related emails by using the tree-view toggle or searching for specific parameters.
• Ability to send emails to a supervisor for review before sending them to customers.
• Access to use Secure Email API.

SMS capabilities

• Inbound and outbound SMS and MMS

If you are looking for extended (or advanced?) digital channels like social engagement through Facebook, Twitter or WhatsApp, see the Digital 2 bundle.

If you are looking for core contact center capabilities such as inbound or outbound voice, see the voice bundles - Voice 1 and Voice 2.

If a User ID is counted as a Digital 2 User, that unique User ID is not counted again as a Digital 1 user during the billing period.

Digital 2 capabilities

General

• Asynchronous, long-lived conversations over customer's preferred channel
• Agent-initiated outbound messages
• Seamless integration with chatbots
• Designer routing applications
• Reporting in Pulse and GCXI

Messaging

• WhatsApp messaging, including templatized notifications
• Facebook private messaging
• Twitter private messaging

Social Engagement

• Facebook public posts moderation
• Twitter public posts moderation

If you are looking for core digital channels like chat, email, and SMS, see the Digital 1 bundle.

If you are looking for core contact center capabilities such as inbound or outbound voice, see the voice bundles - Voice 1 and Voice 2.

• Concurrent: Calculated with one-second precision, the maximum number of unique agents concurrently logged into the chat, who handled at least one chat interaction at any point of time during the login session. 
• Enabled: the number of unique agents logged into the chat, who handled at least one chat interaction during the month.

• Concurrent: The number of concurrently active agent sessions with agents logged into the 'chat' media channel, and having handled at least one chat interaction of InboundNew interaction subtype during that session. Calculated with one-second precision.
• Enabled: number of unique agents logged into the 'chat' media channel, and having handled at least one chat interaction of InboundNew interaction subtype during that session

• logged into the facebook media channel, and have handled at least one interaction of FacebookPublic interaction subtype during that session,

  or

• logged into the chat media channel, and have handled at least one interaction of FacebookPrivate interaction subtype during that session.

  Calculated with one-second precision.

Enabled: number of unique agents that are either:

• logged into the facebook media channel, and have handled at least one interaction of FacebookPublic interaction subtype during that session,

  or

• logged into the chat media channel, and have handled at least one interaction of FacebookPrivate interaction subtype during that session.

Note that, in Genesys Multicloud CX, usage for both Concurrent and Enabled is calculated and billed separately for each geographic region. If, during a billing period, the same User ID logs in at multiple geographic regions as an Inbound Voice agent, that User ID is counted toward usage in each of the regions.

• active twitter agents sessions, and have handled at least one interaction of TwitterPublic interaction subtype during that session,

  or

• active chat agents sessions, and have handled at least one interaction of TwitterPrivate interaction subtype during that session.

  Calculated with one-second precision.

Enabled: number of unique agents that are either:

• logged into the twitter media channel, and have handled at least one interaction of TwitterPublic interaction subtype during that session,

  or

• logged into the chat media channel, and have handled at least one interaction of TwitterPrivate interaction subtype during that session.

Named: The number of unique agents logged in to IWD media channels, and who handled at least one interaction of that type during the login session.

Capabilities

• Universal Queue – Enterprises can capture all work items across different source systems and place them into one global task list.
• Categorization – Assigning work items to multi-level categories allows for quick and easy organization and adherence to timely delivery SLA.
• Insight into SLA and workforce performance – Standard reports and dashboards provide comprehensive insights across all work items. Performance and handling times can be measured for non-real-time interactions.
• Automation of SLA management – Push-based delivery of work items forcing the fulfillment of all process steps on time and ensures the end-to-end delivery of all SLAs.
• Forecast and schedule across all interactions and work items - Provides input data for workforce scheduling and planning even for off queue employees. Capacities can be planned for non-real-time channels and enterprise employees just like contact center resources.
• Omnichannel employee desktop - Receive work items from different systems. Employees / Advisors do not need to log in or out of different systems.
• Continuous reprioritization of all work items - Continuously reprioritize work items based on their business value. The push-based delivery ensures that all employees will work on the most important tasks first.

• Concurrent "seats_call_recording", "seats_quality_management": number of concurrently active voice call recording sessions recorded during the billing period (daily concurrent).
• Concurrent "seats_screen_recording": number of concurrently active screen recording sessions recorded during the billing period (daily concurrent).
• Enabled "seats_call_recording", "seats_quality_management": number of unique logged in agents who had at least one voice call recorded during the billing period (monthly enabled).
• Enabled "seats_screen_recording": number of unique logged in agents who had at least one screen session recorded during the billing period (monthly enabled).

• Concurrent: The number of concurrently active unique agents' voice sessions registered on switches of type 72 (SIP Switch or SIP Cluster), and handling at least one interaction during the given day. Calculated with one-second precision.
• Enabled: The number of unique agents with voice sessions recorded since the 1st day of the month, registered on switches of type 72 (SIP Switch or SIP Cluster), and handling at least one interaction.

Note: The task does not actually need to be routed in order to be counted.

Capabilities

• Submit interactions from external systems to Genesys Engage Cloud.
• Use Designer to create application to handle the classification, prioritization and targeting the best available agents to handle the interactions.
• Allow Agents to handle interactions with screen pop to external applications.
• Provide blended Agents to handle all type of interactions including voice.

• Concurrent: The peak number of concurrently active unique agent sessions in 3rd-party Work Items / iWD media channels, in which the agent handled at least one interaction of that type during the login session.
• Enabled: The number of unique agents logged in to 3rd-party Work Items / iWD media channels, and who handled at least one interaction of that type during the login session.

Named Voice 1 users

• The total number of unique User IDs (including supervisors) that are configured to handle inbound voice interactions and that logged into a Voice 1 bundled multicloud CX service in a given geographic region (US, EU, AP) for at least 60 seconds during the billing period.
• Named users are calculated and billed separately for each geographic region.
• If, during a billing period, the same User ID logged into a Voice 1 bundled multicloud CX service in multiple geographic regions, that User ID is counted as a named user in each of those regions during that billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the named user calculation.
• Any User ID used by a customer for testing purpose is included in the named user calculation. 

Concurrent Voice 1 users

• The maximum number of unique User IDs (including Supervisors) that are configured to handle inbound voice interactions, and that logged into a Voice 1 bundled multicloud CX service in a given geographic region (US, EU, AP) within any one second interval during the billing period.
• Concurrent Users are calculated and billed separately for each geographic region.
• The User needs to be logged in for at least 60 seconds in the service.
• If, during a billing period, the same User ID logged into a Voice 1 bundled multicloud CX service in multiple geographic regions, that User ID is counted as a Concurrent User in each of those regions during that billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the concurrent user calculation.
• Any User ID used by a customer for testing purpose is included in the concurrent user calculation. 

Voice 1 capabilities

• Inbound voice handling via skills-based routing.
• Genesys Context Routing.
• Genesys Softphone or SIP Endpoint Connector for 3rd party Endpoints.
• Genesys WebRTC internet connection.
• Genesys Callback.
• Call recording (file-based).
• Workspace (Agent Workspace) or Workspace Toolkit or Workspace API.
• Provisioning API to allow to retrieve and set configuration values.
• Statistics API to allow to subscribe operation statistics for monitoring.
• Real-time monitoring of agent activity via Pulse reporting.
• Historical reporting via Genesys Info Mart (GIM) and Genesys Customer Experience Insights (GCXI).
• Genesys Info Mart data export.
• Genesys Portal.

If you are looking for Outbound solutions, see the Voice 2 bundle. If you are looking for Digital channels, see the digital bundles - Digital 1 and Digital 2.

• Users are only counted as a Voice 2 User if they handle an outbound call as part of the dialer campaign during the billing period.
• If counted as a Voice 2 User, the unique User ID is not counted as a Voice 1 user during the billing period.

Voice 2 capabilities

Voice 1 capabilities plus the following Voice 2 specific capabilities:

• Outbound Dialing with Agents
• Outbound IVR
• Call Progress Detection (CPD)
• Call Results
• Outbound SMS Campaigns
• Outbound Email Campaigns
• Agent Interface Desktop ? (Workspace Web Edition) or Workspace Toolkit or Workspace API Writer's note: Do you want to mention Agent Workspace or Agent Interface Desktop specifically?
• User interface supporting Campaign, List, and Compliance Management

If you are looking for Digital channels, see the digital bundles - Digital 1 and Digital 2.

• Concurrent: The number of concurrently active unique agents' login sessions registered within any media channel during the given day, and using Workspace.  Calculated with one-second precision.
• Enabled: number of unique agents with login sessions registered registered within any media channel during the month, and using Workspace.

ASR

• The ASR meter starts when the first recognition is initially invoked, and continues to run for as long as the call is in the IVR. The meter stops running when the caller hangs-up, or when the call is transferred to an agent or queue.
• Minimum charge is 20 seconds, and individual calls will be rounded-up to the nearest 6 second increment.
• The sum of all calls per day is rounded-up to the nearest minute.

TTS

• The TTS meter reflects the number of seconds of TTS used within a call to the IVR.   
• Minimum charge is 20 seconds, and individual calls will be rounded-up to the nearest 6 second increment.
• The sum of all calls per day is rounded-up to the nearest minute.

ASR Capabilities

ASR, sometimes known as Natural Language Speech Recognition, can recognize, interpret, and assign meaning to particular words and phrases. It can also recognize natural numbers and currency amounts.

ASR supports the following grammar types:

• Closed grammars accept a finite range of input and are implemented using finite-state grammars with traditional parsing. These grammars are usually authored in GRXML.
• Open NLU grammars accept an essentially unlimited range of input and can be implemented using a variety of techniques based on statistical language models (used alone or in combination with statistical semantic models), finite-state grammars incorporating the GARBAGE rule, finite-state grammars used with robust parsing, and/or word lattice generation.

ASR Additional Language Capabilities

A single ASR language of the customer's choice is included with the ASR add-on. Additional languages for ASR subscriptions may be purchased for an additional monthly subscription fee.

The quantity of ASR Additional Language minutes must equal the quantity of Genesys Choice ASR minutes. This will entitle the customer to use any available ASR language.

For example, if your application operates in US English, Canadian French, and German, and if you need a total of 100 minutes of ASR, you must purchase 100 minutes of ASR and 100 minutes of ASR Additional Language. The total ASR usage across all languages will not exceed 100 minutes.
Contact your Genesys Account Representative to get a complete list of supported language options for ASR.

ASR Connector Capabilities (Private Edition only)

Permits connection from Genesys Choice IVR to customer-provided Nuance MRCP grammar-based ASR resources. The quantity of ASR connector minutes must reflect the quantity of ASR minutes used within the IVR and is calculated using the same measurement and invoicing rules as Genesys Choice ASR.

TTS Capabilities

TTS permits applications to play speech directly from ASCII text by converting the text to synthesized speech. TTS minutes are counted until the synthesized audio playback is complete. The TTS is streamed during the call in real time and it cannot be saved to a file for subsequent playback.

TTS Additional Voice Capabilities

A single TTS voice of the customer's choice is included with the TTS add-on. Additional voices for TTS subscriptions may be purchased for an additional monthly subscription fee.

The quantity of TTS Additional Voice minutes must equal the quantity of Genesys Choice TTS minutes. This will entitle the customer to use any available TTS voice.

For example, if your application operates with TTS using a US English female voice (Samantha), Canadian French male voice (Nicolas), and a German female voice (Anna), and if you need a total of 100 minutes of TTS, you must purchase 100 minutes of TTS and 100 minutes of TTS Additional Voice. The total TTS usage across all voices will not exceed 100 minutes.
Contact your Genesys Account Representative to get a complete list of supported voice options for TTS.

TTS Connector Capabilities (Private Edition only)

Permits connection from Genesys Choice IVR to customer-provided Nuance MRCP TTS resources. The quantity of TTS connector minutes must reflect the quantity of TTS minutes used within the IVR and is calculated using the same measurement and invoicing rules as Genesys Choice TTS.

Named Digital 1 users

• The total number of unique User IDs (including supervisors) that logged into a Digital 1 bundled Multicloud CX service in a given geographic region and have taken a Chat, Email, or SMS interaction during the billing period.
• Named users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 1 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a named user in each of those regions during the billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the named user calculation.
• Any User ID used by a customer for testing purpose is included in the named user calculation.
• If a Supervisor has logged into a digital channel and handled at least one Chat, Email, or SMS interaction, then their user ID is counted as a Named Digital 1 user.

Concurrent Digital 1 users

• The maximum number of unique User IDs (including supervisors) that logged into a Digital 1 bundled Multicloud CX service in a given geographic region and have taken a Chat, Email, or SMS interaction within any one second interval during the billing period.
• Concurrent users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 1 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a concurrent user in each of those regions during the billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the concurrent user calculation.
• Any User ID used by a customer for testing purpose is included in the concurrent user calculation.
• If a Supervisor has logged into a digital channel and handled at least one Chat, Email, or SMS interaction within any one second interval, then their user ID is counted as a Concurrent Digital 1 user.

Chat capabilities

• Asynchronous, long-lived conversations over web or mobile channels.
• API to enable chat within the customer's mobile application (iPhone, Android); enterprises can enable push notifications and customize the chat interface within their apps (see: Consumer Messaging API).
• API to enable customized chat widget for web/mobile web channel (see: Widgets API).
• Access to use Third-Party Messaging API.
• Emojis and image transfer (additional rich media elements in roadmap).
• Agent-initiated outbound messages.
• Seamless integration with chatbots.

Email capabilities

• Classify and categorize emails with multiple levels of rules.
• Set and manage prioritization schemas to meet your SLAs.
• View and manage the email backlog with advanced query capabilities in a business-friendly user interface.
• Create routing strategies in Designer.
• Set up automated acknowledgment emails by mailbox or category.
• Create standard responses in Designer for use by agents within Agent Workspace.
• Use the Genesys WFM connector to manage your workforce.
• View near real-time dashboards within Workload Manager.
• Personal Workbins for Agents to manage their emails.
• Transfer email(s) to another agent, agent group, skill, or queue.
• View related emails by using the tree-view toggle or searching for specific parameters.
• Ability to send emails to a supervisor for review before sending them to customers.
• Access to use Secure Email API.

SMS capabilities

• Asynchronous mode allows customers to connect with companies on their own terms; conversations can continue over minutes, hours or days
• Use short codes, local long codes and toll-free numbers to communicate to virtually any phone
• Support for native and third-party SMS aggregators
• Inbound SMS responses can be connected to CX Contact campaigns
• Transfer SMS conversations to another agent, agent group, skill, or queue
• Support for auto-responses, standard responses, and chatbot support
• Last agent subscription and notifications to provide consistency where possible
• Agents able to respond to/from multiple numbers for categorization of communications

If you are looking for additional social engagement and messaging channels like Facebook, WhatsApp, and Twitter, see the Digital 2 bundle.

If you are looking for inbound voice and outbound capabilities (including SMS and Email), see the voice bundles - Voice 1 and Voice 2.

Named Digital 2 users

• The total number of unique User IDs (including supervisors) that logged into a Digital 2 bundled Multicloud CX service in a given geographic region and have taken a Social or Messaging interaction during the billing period.
• Named users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 2 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a named user in each of those regions during the billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the named user calculation.
• Any User ID used by a customer for testing purpose is included in the named user calculation.
• If a Supervisor has logged into a digital channel and handled at least one Facebook, Twitter, or WhatsApp interaction, then their user ID is counted as a Named Digital 2 user.

Concurrent Digital 2 users

• The maximum number of unique User IDs (including supervisors) that logged into a Digital 2 bundled Multicloud CX service in a given geographic region and have taken a Social or Messaging interaction within any one second interval during the billing period.
• Concurrent users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 2 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a concurrent user in each of those regions during the billing period for that service.
• Any User ID used by Genesys for testing purpose is excluded from the concurrent user calculation.
• Any User ID used by a customer for testing purpose is included in the concurrent user calculation.
• If a Supervisor has logged into a digital channel and handled at least one Facebook, Twitter, or WhatsApp interaction within any one second interval, then their user ID is counted as a Concurrent Digital 2 user.

Digital 2 capabilities

General

• Asynchronous, long-lived conversations over customer's preferred channel
• Agent-initiated outbound messages
• Seamless integration with chatbots
• Designer routing applications
• Reporting in Pulse and GCXI

Messaging

• WhatsApp messaging, including templatized notifications
• Facebook private messaging
• Twitter private messaging

Social Engagement

• Facebook public posts moderation and engagement
• Twitter public posts moderation and engagement

If you are looking for core digital channels like chat, email, and SMS, see the Digital 1 bundle.

If you are looking for inbound voice and outbound capabilities (including SMS and Email), see the Voice 1 and Voice 2 bundles.

Named

The total number of unique agents registered by adapter during the month.

Concurrent

Calculated with 1 second precision, a peak number of concurrently active unique agents using the adapter during the given day.

Capabilities

The Gplus Adapter for Workforce Management (Gplus WFM) is a software solution that provides integration between a third party WFM system and Genesys routing solutions. Genesys event data is filtered and aggregated to provide interval activity data and a real-time data feed for the WFM system.  Gplus WFM supports Aspect, Calabrio Teleopti, NICE IEX, and Verint.

Capabilities

The IVR add-on provides the following self-service and/or assisted service capabilities.

• DTMF applications
• Speech-enabled applications
• Call Queuing/Call Parking
• IVR Survey
• Callback

Named IWD users

The total number of unique User IDs (including supervisors) that logged into Genesys in a given geographic region and have handled at least one work item interaction during the billing period.

Concurrent IWD users

The maximum number of unique User IDs (including supervisors) that logged into Genesys in a given geographic region and have handled at least one work item interaction within in any one second interval during the billing period.

Capabilities

• Universal Queue – Enterprises can capture all work items across different source systems and place them into one global task list.
• Categorization – Assigning work items to multi-level categories allows for quick and easy organization and adherence to timely delivery of SLA.
• Insight into SLA and workforce performance – Standard reports and dashboards provide comprehensive insights across all work items. Performance and handling times can be measured for non-real time interactions.
• Automation of SLA management – Push-based delivery of work items forcing the fulfillment of all process steps on time and ensuring the end-to-end delivery of all SLAs.
• Forecast and schedule across all interactions and work items – Provides input data for workforce scheduling and planning even for off queue employees. Capacities can be planned for non-real time channels and enterprise employees just like contact center resources.
• Omnichannel employee desktop – Receive work items from different systems. Employees / Advisors do not need to log in or log out of different systems.
• Continuous reprioritization of all work items – Continuously reprioritize work items based on their business value. The push-based delivery ensures that all employees will work on the most important tasks first.

Recording storage includes the storage space consumed by screen recording, voice recording (constitutes both IVR recording and agent-customer interaction recording), and transcripts.

• Supervisor Users are counted as a Named Voice 1, Voice 2, Digital 1 or Digital 2 User if they handle Voice 1 bundled, Voice 2 bundled, Digital 1 bundled or Digital 2 bundled interaction(s) <insert the functionality> during the billing period. See the above Billable item criteria and Named user definition of each bundle.
• Supervisor Users are counted as a Concurrent Voice 1, Voice 2, Digital 1 or Digital 2 User if they handle Voice 1 bundled, Voice 2 bundled, Digital 1 bundled or Digital 2 bundled interaction(s) <insert the functionality> during the billing period. See the above Billable item criteria and Concurrent user definition of each bundle.

Supervisor Capabilities

• Voice 1 bundle, Voice 2 bundle, Digital 1 bundle, Digital 2 bundle. Please refer to each bundle for details.
• Supervisors are able to access to other non-desktop applications such as Designer, Reporting, etc. (not counted as a user).

Note: The task does not actually need to be routed in order to be counted.

Capabilities

• Submit interactions from external systems to Genesys Multicloud CX system.
• Use Designer to create application to handle the classification, prioritization, and targeting the best available agents to handle the interactions.
• Allow agents to handle interactions with screen pop to external applications.
• Provide blended agents to handle all type of interactions including voice.

Named Voice 1 users

• The total number of unique User IDs (including supervisors) that are configured to handle inbound voice interactions and are logged into a Voice 1 bundled Multicloud CX agent desktop service (Agent Workspace or custom integration via Workspace Toolkit or API) in a given geographic region for at least 60 seconds during the billing period.
• Named users are calculated and billed separately for each geographic region. If a User ID is logged into a Voice 1 bundled Multicloud CX agent desktop service (Agent Workspace or custom integration via Workspace Toolkit or API) in multiple geographic regions, that User ID is counted as a named user in each of those regions during the billing period for that service.
• If a Supervisor has logged into a voice channel for more than 60 seconds, then their user ID is counted as a Voice 1 named user.
• Any User ID used by Genesys for testing purpose is excluded from the named user calculation.
• Any User ID used by a customer for testing purpose is included in the named user calculation. 

Concurrent Voice 1 users

• The maximum number of unique User IDs (including Supervisors) that are configured to handle inbound voice interactions, and are logged into a Voice 1 bundled Multicloud CX agent desktop service (Agent Workspace or custom integration via Workspace Toolkit or API) in a given geographic region within any one second interval during the billing period.
• Concurrent Users are calculated and billed separately for each geographic region. If a User ID is logged into a Voice 1 bundled Multicloud CX agent desktop service (Agent Workspace or custom integration via Workspace Toolkit or API) in multiple geographic regions, that User ID is counted as a Concurrent User in each of those regions during the billing period for that service.
• The User needs to be logged in for at least 60 seconds in the service.
• If a Supervisor has logged into a voice channel for at least 60 seconds, then their user ID is counted as a Voice 1 concurrent user.
• Any User ID used by Genesys for testing purpose is excluded from the concurrent user calculation.
• Any User ID used by a customer for testing purpose is included in the concurrent user calculation. 

Voice 1 capabilities

• Inbound voice handling via skills-based routing.
• Genesys Context Routing.
• Genesys Softphone or SIP Endpoint Connector for 3rd party Endpoints.
• Genesys WebRTC (voice-only).
• Genesys Callback.
• Call recording (file-based).
• Agent Workspace or Workspace Toolkit or Workspace API.
• APIs for common provisioning and configuration operations, such as the PSDK or Provisioning API.
• APIs to monitor statistics, such as the PSDK or Statistics API.
• Real-time monitoring of agent activity via Pulse reporting.
• Historical reporting via Genesys Info Mart (GIM) and Genesys Customer Experience Insights (GCXI).
• Genesys Info Mart data export.
• Genesys Portal.

If you are looking for outbound capabilities (including SMS and Email), see the Voice 2 bundle. If you are looking for Digital channels, see the digital bundles - Digital 1 and Digital 2.

• Users are counted as a Voice 2 User if they handle an outbound call as part of the dialer campaign during the billing period.
• If counted as a Voice 2 User, the unique User ID is not counted as a Voice 1 user during the billing period.
• If a Supervisor has logged into a voice channel and handled at least one outbound call, then their user ID is counted as a Voice 2 user.

Voice 2 capabilities

Voice 1 capabilities are included along with the following Voice 2 specific capabilities:

• Outbound Dialing with Agents
• Outbound IVR
• Call Progress Detection (CPD)
• Call Results
• Outbound SMS Campaigns
• Outbound Email Campaigns
• Agent Workspace (Workspace Web Edition) or Workspace Toolkit or Workspace API
• User interface supporting Campaign, List, and Compliance Management

If you are looking for core digital channels like chat, email, and SMS or additional social engagement and messaging channels like Facebook, WhatsApp, and Twitter, see the Digital 1 and Digital 2 bundles.

Concurrent and Named licensing

• Concurrent: Peak concurrent recorded users in the billing period.
• Named: Recorded users for voice and screen in the billing period.

Capabilities

• Call Recording capabilities
  • Leverages common storage, security, and a centralized command and control architecture.
  • Supports voice interaction recording
  • Provides encryption on the recorded media file
  • Supports percentage-based and other recording types
• Screen Recording capabilities
  • Leverages common storage, security, and a centralized command and control architecture.
  • Screen recording for voice interactions
  • Provides encryption
  • Supports percentage-based recording
  • Supports After Call Work (ACW)
  • Captures attached data during ACW
  • Provides ability to use multiple monitors

Quality Management capabilities

• Monitor quality and evaluate agent's performance periodically and consistently
• Manage Forms
  • Question types: Yes/No, Multiple Choice, Choose from List, Free Form, Sliding Scale, N/A, and Auto-Fail.
  • Questions organized as Groups with the Reusable Question Library.
• Percentage-based weighting
• Manage evaluation schedule
  • Create and manage evaluation and its schedules.
  • Types: Distributed by Agent, Distributed by Interaction, Shared/Pooled, Adhoc and Calibration.
  • Create multiple Forms within an evaluation.
• Agent Feedback Notification
• QM Reporting
• Singled and Bulk Export of QM Data

Concurrent and Named licensing

• Concurrent: All scheduled shifts that contribute to the maximum number of agents scheduled at a given time during the billing period.
• Named: List of agents scheduled during the billing period.

Capabilities

• Workforce planning

• they have used Voice Recording and/or Screen Recording (WFO 1A), and
• they are also included in the WFM schedules (WFO 1B) during the billing period

or

• they are included in Speech Analytics. In this case, the user is always counted as a WFO 2 User regardless of their usage of WFO 1A or WFO 1B bundle.

Concurrent and Named licensing

• Concurrent: Named WFO 2 users who are either in the WFO 1A concurrent user list (peak concurrent recorded) or in the WFO 1B concurrent scheduled users (largest shift) list will be billed as Concurrent Users for WFO 2.
• Named: Unique named users for WFO 1A and WFO 1B.

Capabilities

• Full transcription of the call
• Masking of digits on playback (optional)
• Search based on analytics data (words, topics, categories)
• Speech Analytics specific reports