How are users counted in Genesys Cloud services, as named or concurrent? 

Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, and Genesys Cloud CX 4 can be licensed as either a named user or a concurrent user. Genesys Cloud does not support mixing named and concurrent users for Genesys Cloud contact center. Genesys Cloud does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Genesys Cloud CX 1 or Genesys Cloud CX 2.  See About your subscription for a full listing of available add-ons.