Genesys Cloud fair use policy

Data storage fair use policy overview

Genesys has a fair use policy for data storage charges. To provide fair use allocations for your organization, Genesys counts the number of billable users of each license type during the period and applies the allowance for each user to determine the total amount of allocated data storage for your organization during the period. 

The following items count toward your allocated data storage:

• Policy-based call recordings
• Policy-based digital recordings or digital transcripts (email, message, chat), including any attachments
• Policy-based screen recordings
• Historical execution data 
  • For more information, see Historical execution data overview.

The following items do not count toward your allocated data storage:

• Policy-based items that have been archived
• User recordings (ad hoc recordings)
• Collaborate chats
• Voicemails
• Transcripts of policy-based call recordings

Genesys Cloud allows you to retain data its platforms for the term of the Genesys Cloud Agreement with Genesys. Genesys provides you with a way to track actual data storage usage and the ability to adjust your retention policy.

If you exceed your provided allocation, Genesys bills you an overage charge for the additional storage.

Data storage fair use allocation

The data storage fair use allocation is available for all the Genesys Cloud license tiers and the Named and Concurrent license types. Each tier/type has a specific gigabyte per month allocation.

Overage charges

If your organization exceeds your specified allocation in a specified month, Genesys bills you per GB for any data storage over that allocation amount for that month.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 2 Named user plan for 20 agents, they would have a combined data allowance of 500GB for their Genesys Cloud org. The combined data allowance is a result of the 25GB per billable agent and the number of agents. Genesys bills the company for gigabytes of data storage over 500GB each month at a rate of $0.25/GB USD. If the customer’s actual storage for the month was 400GB then there would be no charges as the usage is below the amount included in the organization’s data storage allocation.
• Over allocation: If Company B purchases a Genesys Cloud CX 2 Named user plan for 10 agents, they would have a combined data allowance of 250GB for their Genesys Cloud org. The combined data allowance is a result of the 25GB per billable agent and the number of agents. Genesys bills the company for gigabytes of data storage over 250GB each month at a rate of $0.25/GB USD. If the customer’s actual storage for the month was 300GB, then the Data Storage Charge would be $12.5 USD for that month (50GB * $0.25).

For more examples of data storage charges, see Data storage examples.

Track data storage usage

You can track your data storage usage on the Billing & Usage page. For more information, see View your billing and usage summary. You can also use the Storage calculator to estimate your Genesys Cloud data storage usage and charges.

Invoice

Any overage charge for data storage appears on your Genesys Cloud invoice as PC-170-NV-PCDSOVER.

Basic routing / IVR fair use policy overview

Genesys has a fair use policy for basic routing / IVR charges. Basic routing / IVR includes these features:

• DTMF
• Set Language
• Transfer to Queue
• Play Audio
• Decision Trees
• Switch Statements
• Menus, Transfers, Disconnects
• External Data Dips
• Genesys native ASR
• Genesys native TTS

You can use up to the “fair use” basic routing / IVR amounts allocated by user without charge. Basic IVR is consumed when using inbound call, outbound call, and secure call flows and includes the full set of IVR features. The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance shown in the table below for each user. Genesys uses this formula to determine the total amount of allocated basic routing / IVR minutes for your organization during the period. Genesys provides you with a way to track actual basic routing / IVR usage.

A session timer measures IVR usage. The session timer records a session duration that starts at the IVR flow initiation and ends at the end of IVR flow execution. This includes time spent in the inbound call flow and, if present, time spent by a bot flow or a Virtual Agent. These session durations are then aggregated to monthly IVR duration values for the billing period. The timer measures each IVR session to the millisecond. IVR flows ending events include transfer to ACD, disconnect, and exit.

If you exceed your basic IVR allocation, you are billed an overage charge per minute, per month.

Basic routing / IVR fair use allocation

The basic routing / IVR fair use allocation is available for all the Genesys Cloud license tiers the Named and Concurrent license types. Each tier/type has a specific minutes per month allocation.

Overage charges

If your organization exceeds the provided allocation in a given month, you are billed for the basic IVR minutes consumed over the allocation amount.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive a 50,000 basic IVR minutes that month. If they have 70,000 minutes of IVR usage and queue wait time, which consists of 40,000 minutes in IVR usage and 30,000 minutes of queue, there would be no IVR usage charge. This is because the IVR usage of 40,000 is below the amount in the organizations IVR fair use allocation and in-queue call flows do not count against IVR usage.
• Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive a 50,000 basic IVR minutes that month. If they have 70,000 minutes of IVR usage and queue wait time, which consists of 60,000 minutes in IVR usage and 10,000 minutes of queue, they would exceed their monthly allotment by 10,000 minutes (60,000 – 50,000 = 10,000) and would incur an IVR usage charge of $100 USD for that month (10,000 minutes * $0.01).

Track basic routing /IVR usage

You can track your basic routing /IVR usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for basic routing /IVR usage appears on your Genesys Cloud invoice as PC-170-NV-PCIVRPERMIN.

API on-demand fair use policy overview

Genesys has a fair use policy for API on-demand usage. Genesys Cloud provides fair use allocations for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total amount of allocated API on-demand requests for your organization during the period. Genesys provides you with a way to track actual API on-demand usage.

If you exceed your provided allocation, you are billed an overage charge for each additional API request.

Exceptions

There are two types of API requests that do not require API Authorization and are not considered billable nor included in the calculation for fair use policy.

• API requests generated by Genesys Cloud for internal authentication or as part of the basic operation of the software.
• APIs requests originating from consumer facing clients, typically for Digital engagement, such as Web Messaging, Co-browsing, or Knowledge Search.

API on-demand fair use allocation

The API on-demand fair use allocation is available for all the Genesys Cloud license tiers and the Named and Concurrent license types. Each tier/type has a specific API request per month allocation.

Overage charges

If your organization exceeds the provided allocation in a given month, you are billed for API Requests consumed over the allocation amount.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would have a combined API request allocation of 2,200,000 per month for their Genesys Cloud org. The combined API request allocation is a result of the 110,000 API requests allotment per billable agent and the number of agents (20). If the company generated 1,300,000 API requests in a month there would be no charges as the usage is below the amount included in the organizations API request allocation.
  
• Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 10 agents, they would have a combined API request allocation of 1,100,000 per month for their Genesys Cloud org. The combined API request allocation is a result of the 110,000 API requests allotment per billable agent and the number of agents (10). The company is billed for all API requests over 1,100,000 each month at a rate of $0.0001 USD per request (one hundredth of one cent). If the company generated 1,300,000 API requests, they would exceed their monthly allotment by 200,000 requests (1,300,000 – 1,100,000 = 200,000) and would incur an API on-demand charge of $20 USD for that month (200,000 requests * $0.0001). 

Track API on-demand usage

You can track your API on-demand usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for API requests appear on your Genesys Cloud invoice as PC-170-NV-PCAPIOVER.

Voice transcription (Extended and Native) fair use policy overview

Genesys Cloud's fair use policy for voice transcription (Extended and Native) usage includes these features:

• Transcribing voice interactions with either Genesys Cloud Voice Transcription or Extended Voice Transcription Services (EVTS).
• Transcription of voice interactions (both external and internal channels) and voicemails into words.
• Confidence scores for every word detected.
• Time stamps for the start of every word detected and the word duration.
• Participant information for each fragment of the transcript.

The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total amount of allocated voice transcription minutes for your organization during the period. Genesys provides you with a way to track actual voice transcription usage. Allocations can be used for both Genesys Cloud Voice Transcription and Extended Voice Transcription services.

If you exceed the voice transcription allocation, you are billed an overage charge per minute per month.

Voice transcription fair use allocation

A voice transcription fair use allocation is available at every Genesys Cloud license tier and license type that includes voice features. In Communicate, Genesys Cloud CX 1 and Genesys Cloud CX 2 the allocation is used for transcription of voicemails if voicemail notifications are enabled. For more information see, Enable voicemail notifications.

For those customers with Genesys Cloud CX 1 and Genesys Cloud CX 2 with the WEM Add-on or Genesys Cloud CX 3, voice transcription is used for voicemail notifications, if enabled, as well as transcription of ACD interactions for Speech and Text Analytics, Agent Assist or Agent Copilot capabilities. Each relevant license has a specific minutes per month allocation that is pooled for all users in the month.

Overage charges

If your organization exceeds your voice transcription allocation in a given month, you are billed per minute for voice transcription over your allocation amount.

Examples

• • Within allocation: If Company A purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 30,000 voice transcriptions minutes that month. If a total of 15,000 minutes of call recordings are transcribed, then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
  • Over allocation: If Company B purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 30,000 voice transcriptions minutes that month. If a total of 40,000 minutes of call recordings are transcribed, then they would exceed their monthly allotment by 10,000 minutes (40,000 – 30,000 = 10,000) and would incur a voice transcription usage charge of $100 USD for that month (10,000 minutes * $0.01). 
    
    
  • Within allocation: If Company C purchases a Genesys Cloud CX 2 with WEM Add-on named user plan for 20 agents, they would receive an allocation of 30,000 voice transcriptions minutes that month. If a total of 25,000 minutes of call recordings are transcribed, then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
  • Over allocation: If Company D purchases a Genesys Cloud CX 2 with WEM Add-on named user plan for 20 agents, they would receive an allocation of 30,000 voice transcriptions minutes that month. If a total of 40,000 minutes of call recordings are transcribed, then they would exceed their monthly allotment by 10,000 minutes (40,000 – 30,000 = 10,000) and would incur a voice transcription usage charge of $100 USD for that month (10,000 minutes * $0.01).

  Track voice transcription usage

  You can track your voice transcription usage on the Billing & Usage page. For more information, see View your billing and usage summary.

  Invoice

  Any overage charges for voice transcription appear on your Genesys Cloud invoice as GC-170-NV-VOICETRANSCRIPTION.

  Revision history - Voice transcriptionClick to expand

  Date	Revision
  February 17, 2025	Added new voice transcription offer. The new offer provides transcribing voice interactions for either Genesys Cloud Voice Transcription or Extended Voice Transcription Services (EVTS).

Voice transcription (Legacy - Native Only) fair use policy overview

Genesys Cloud's fair use policy for voice transcription (Legacy - Native Only) usage includes these features:

• Transcribing voice interactions with Genesys Cloud Voice Transcription only.
• Transcription of voice interactions (both external and internal channels) and voicemails into words.
• Confidence scores for every word detected.
• Time stamps for the start of every word detected and the word duration.
• Participant information for each fragment of the transcript.

The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total amount of allocated voice transcription minutes for your organization during the period. Genesys provides you with a way to track actual voice transcription usage.

If you exceed the voice transcription allocation, you are billed an overage charge per minute per month.

Voice transcription (legacy) fair use allocation

A voice transcription fair use allocation is available at every Genesys Cloud license tier and license type that includes voice features. In Communicate, Genesys Cloud CX 1 and Genesys Cloud CX 2 the allocation is used for transcription of voicemails if voicemail notifications are enabled. For more information see, Enable voicemail notifications.

For those customers with Genesys Cloud CX 1 and Genesys Cloud CX 2 with the WEM Add-on or Genesys Cloud CX 3, voice transcription is used for voicemail notifications, if enabled, as well transcription of ACD interactions for Speech and Text Analytics, Agent Assist or Agent Copilot capabilities. Each relevant license has a specific minutes per month allocation that is pooled for all users in the month.

Overage charges

If your organization exceeds your voice transcription allocation in a given month, you are billed per minute for voice transcription over your allocation amount.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 80,000 minutes of call recordings are transcribed then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
• Over allocation: If Company B purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 110,000 minutes of call recordings are transcribed then they would exceed their monthly allotment by 10,000 minutes (110,000 – 100,000 = 10,000) and would incur a voice transcription usage charges of $100 USD for that month (10,000 minutes * $0.01). 
  
  
• Within allocation: If Company C purchases a Genesys Cloud CX 2 with WEM Add-on named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 80,000 minutes of call recordings are transcribed then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
• Over allocation: If Company D purchases a Genesys Cloud CX 2 with WEM Add-on named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 110,000 minutes of call recordings are transcribed then they would exceed their monthly allotment by 10,000 minutes (10,000 – 100,000 = 10,000) and would incur a voice transcription usage charges of $100 USD for that month (10,000 minutes * $0.01).

Track voice transcription (legacy) usage

You can track your voice transcription usage on the Billing & Usage page. For more information,  see View your billing and usage summary.

Invoice

Any overage charge for voice transcription (legacy) requests appear on your Genesys Cloud invoice as GC-170-NV-VTFAIRUSEO.

BYO SMS fair use policy overview

Genesys has a fair use policy for BYO SMS usage. You can use SMS or MMS up to the fair use per user per month allocation without charge.

The fair use allocations are provided for your organization by counting the number of SMS or MMS messages of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total number of allocated SMS or MMS messages for your organization during the billing period. Genesys provides you with a way to track actual SMS or MMS messages sent.

If you exceed the allotted SMS or MMS messages sent and received, you are billed an overage charge for every SMS or MMS message over the allocation total for that month.

BYO SMS fair use allocation

The BYO SMS fair use allocation is available for the Genesys Cloud CX 1 (with the Digital Add-on), Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital license tiers in the Named and Concurrent license types. Each tier/type has a specific number of total SMS or MMS messages per seat per month allocation.

Overage charges

If your organization exceeds your SMS or MMS message allocation in a given month, you are billed per message for each message over your allocation amount.

Examples

• Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would have a total of 6,000 BYO SMS or MMS messages allocation for that month. If they have 5,000 SMS or MMS messages of usage, there would be no usage charge as the total usage is below the organization’s fair use allocation of 6,000 SMS or MMS messages.

• Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would have a total of 6,000 BYO SMS or MMS messages allocation for that month. If they have 10,000 SMS or MMS messages of usage, they would exceed their monthly allocation by 4,000 (10,000 – 6,000 = 4,000) and would incur a BYO SMS overage charge of $8 USD for that month (4,000 SMS or MMS * $0.002). 

Track BYO SMS usage

You can track your BYO SMS usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for BYO SMS appears on your Genesys Cloud invoice as GC-170-NV-BYOSMSOVER.

Workitem fair use policy overview

Genesys has a fair use policy for workitem usage. You can use workitems up to the fair use per user per month allocation without charge.

The workitem fair use allocations are provided for your organization by taking the greater of (the monthly commitment quantity for the Work Automation Add-on or the total number of users consuming a billable license for the Work Automation Add-on during the period) and applying the listed allowance for each user in a pool.

The fair use allocations are provided for your organization by counting the total number of workitems created per month per licensed user of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total number of allocated workitems for the organization during the billing period. Genesys provides you with a way to track the total number of workitems created per month.

If you exceed the number of allocated workitems for your organization, you are billed an overage charge for workitems over the allocation total for that month.

Overage charges

If your organization exceeds your workitem allocation in a given month, you are billed per message for each workitem over your allocation amount.

Examples

• Within allocation: If Company A has a CX 2 Named user plan with 100 named users and purchases the work automation Add-on, they get 1,800 workitems per user for a total of 180,000 workitems per month for the organization. If a total of 160,000 workitems are used for a month, then there would be no additional charges as the usage is below the amount of the organization’s workitem fair use allocation.
• Over allocation: If Company B has a CX 3 Named user plan with 100 named users and purchases the Work Automation Add-on, they get 1,800 workitems per user for a total of 180,000 workitems per month for the organization. If a total of 190,000 workitems are used for a month, then they would exceed their monthly allotment by 10,000 workitems (190,000 - 180,000 = 10,000) and would incur a workitems usage charge of $400 USD for that month (10,000 workitems * $0.04).

Track workitems usage

You can track your workitems usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for workitems appears on your Genesys Cloud invoice as GC-170-NV-WORKITEMOVER.

Journey Management fair use policy overview

Genesys has a fair use policy for Journey Management events usage. You can use events up to the fair use per user per month allocation without charge.

The Journey Management events fair use allocations are provided for your organization by taking the greater of (the monthly commitment quantity for the Journey Management Add-on or the total number of users consuming a billable license for the Journey Management Add-on during the period) and applying the listed allowance for each user in a pool.

The fair use allocations are provided for your organization by counting the total number of events used per month per licensed user of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total number of allocated events for the organization during the billing period. (For billing purposes, a licensed user is an agent. Events are licensed per agent or allocated per a custom monthly committed quantity.)

If you exceed the number of allocated events for your organization, you are billed an overage charge for events over the allocation total for that month. Genesys provides you with a way to track the total number of events used per month.

Overage charges

If your organization exceeds your events allocation in a given month, you are billed per message for each event over your allocation amount.

Examples

• Within allocation: If Company A has a CX 2 Named user plan with 100 named users and purchases the Journey Management Add-on, they get 20,000 events per user for a total of  2,000,000 events per month for the organization. If a total of 2,000,000 events are used for a month, then there would be no additional charges as the usage is below the amount of the organization’s event fair use allocation.
• Over allocation: If Company B has a CX 3 Named user plan with 100 named users and purchases the Journey Management Add-on, they get 20,000 events per user for a total of 2,000,000 events per month for the organization. If a total of 2,010,000 events are used for a month, then they would exceed their monthly allotment by 10,000 events (2,010,000 - 2,000,000 = 10,000) and would incur an events usage charge of $10 USD for that month (10,000 events * $0.0010).

Track Journey Management events usage

You can track your events usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for events appears on your Genesys Cloud invoice as GC-170-NV-JMCCOEVENTO.