Workforce Optimization (WFO) 1B bundle

Describes the WFO 1B bundle, its capabilities, and measurements in Genesys Choice.

WFO 1B bundle provides Workforce Management (WFM) capabilities for all interaction types supported by Genesys MultiCloud CX.

Prerequisite

You must have already signed up for any one of the Genesys Choice Voice or Digital bundles.

Metric specification

Billable item	Concurrent and Enabled number of Users included in WFM schedules during the billing period.
Unit of measure	User
Metric name	bundle_wfo_1b
Metric frequency	Daily
Metric scope	Global for each customer tenant
Metric definition and capabilities	Users are counted as WFO 1B Users if they do not use Voice Recording and/or Screen Recording, but are included in WFM schedules during the billing period. 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
Data source	Genesys WFM ETL database
Deployment model	One global instance of Genesys WFM ETL database for each tenant