Download your usage reports

AI-generated summary

Genesys Cloud provides comprehensive usage reporting capabilities through five distinct report types—Billable Usage, Concurrent Usage, Resources Usage, Voice/BYOC Cloud Usage, and User Hour Usage—enabling organizations to track resource consumption and billing metrics across service categories. Access to these reports requires appropriate Billing permissions (Billing > All Permissions, Billing > Subscription > Add, or Billing > Subscription > View) through the Account > Subscription menu. The Billable Usage report tracks usage during specified date ranges, organizing data by charge name (license type), entity (user email or device ID), and timestamp (UTC date/time of first billable login), while displaying AI token usage for named users. The Concurrent Usage report displays peak concurrent user login counts per day and associated AI token consumption, including peak usage duration. The Resources Usage report monitors billable resource consumption including IVR overage minutes, data storage overages, SMS/Messaging services, API overage charges, BYOC charges, and AI token consumption for bot usage, Predictive Engagement, and predictive routing, with granular data including user email addresses, license types, and call-specific metrics. The Voice and BYOC Cloud Usage report monitors voice service consumption with detailed call-level metrics including SIP Call ID, call origin and destination, usage group classification, call type, direction, start/end times, duration, usage rate per minute, adjusted duration (rounded to 6-second increments for billing), total cost, currency, rate sheet, and location postal code. The User Hour Usage report tracks daily logged-in duration for each user throughout the billing cycle in HOURS:MINUTES:SECONDS:MILLISECONDS format. Usage data reflects a two-day reporting lag, with available data reflecting the previous day's consumption calculated from the activation date. Reports can be generated every 24 hours, requiring a minimum 24-hour interval between generations. Users download reports by navigating to Menu > Account > Subscription, selecting Download Usage Report, specifying the date range, choosing the report type, and clicking Download Usage Data, with reports saved to the Downloads folder for cost accounting and billing reconciliation. Related documentation on billing, data storage, voice services, messaging, and fair use routing pricing is available, and users can access community support resources for additional assistance or provide feedback regarding documentation accuracy and relevance.

PrerequisitesClick to expand

How your usage appears in the reports

Your usage is based on your activation date. The data available is based on the previous day’s usage.

Note: You can generate the usage reports every 24 hours. You must wait at least 24 hours after the last report was generated before generating a new one. Until then, the download link will provide the existing report.

For example, suppose that you activate Genesys Cloud on October 21, 2017:

Genesys Cloud tracks your usage data from October 21 to November 21.
If you view your usage data on November 19, then you see all data from October 21 to November 18.
If you view your usage data on November 24, then you see all data from November 22 to November 23.

Available reports

Billable Usage reportClick to expand

Note: The Billable Usage report contains the user detail for named licensing no matter the licensing model used for invoicing.

This report tracks your Genesys Cloud usage during the date range that you specify. You can also view the AI token usage for named users. The report organizes usage by: Charge name (license type), Entity (user email or device ID), and Timestamp (date/time in UTC of the first billable login during current billing cycle).

Example Billable Usage report

Concurrent Usage reportClick to expand

Resources Usage reportClick to expand

This report tracks your organization’s consumption of billable Genesys Cloud resources, including IVR overage minutes and data storage overages, SMS/Messaging (Genesys Cloud CX 2 and Genesys Cloud CX 3), Genesys Cloud CX 4, API Overage charges, and BYOC charges. This report includes the quantity of each billable resource consumed during the period by day, including AI token consumption for resources such as bot usage, Predictive Engagement, predictive routing etc.

Example Resources Usage report

Genesys Cloud Voice and BYOC Cloud Usage reportClick to expand

This report tracks your organization's consumption of Genesys Cloud Voice services, including information about call origin and destination, and the type of call.

Example Genesys Cloud Voice Usage report

Field	Description
SIP Call Id	Unique identifier for the call that is used for verification and troubleshooting purposes.
Origin	Originating or Calling Party
Destination	Destination or Called Party
Usage Group	Internal identifier for call type used along with Call Type and Direction to determine Usage Rate for the call.
Usage Group Display	Long name for the Usage Group
Call Type	Specific detail of the type of call placed used to determine the rate for the call
Direction	The call direction, either Inbound or Outbound, from the Genesys Cloud customer's perspective.
Start time	Metered start of the call
End Time	Metered end of the call
Duration (Seconds)	Call duration to the second
Adjusted Duration (seconds)	PCV rounds to the nearest 6-second increment
Adjusted Duration (minutes)	Duration represented in minutes
Usage Rate Per Minute	Metered rate for the call (For more information, see Genesys Cloud Voice pricing.) Note: If you are participating in the Telco Commit program, the discounted rate appears in this column.
Listed Usage Rate Per Minute	A metric that specifies the per minute usage rate for a specific Usage Group, corresponding with the call direction. (For more information, see Genesys Cloud Voice pricing.)
Total cost	Usage rate x Adjusted duration (minutes)
Currency	The currency in which the call is rated.
Rate Sheet	The Rate Sheet used to arrive at the Usage Rate.
Postal Code	Postal code of the Location assigned to the Site associated with the Genesys Cloud resource that handled the call. For example, the Genesys Cloud resource could be an agent, a stand-alone phone, or a call flow.
Conversation ID	The conversation ID is a unique identifier for each interaction in Genesys Cloud and is used for verification and troubleshooting purposes.

User Hour Usage reportClick to expand

How to download your reports

Click Menu > Account > Subscription.
Click Download Usage Report.
On the Usage Data tab, specify the date range.
Select the type of report you want.
Click Download Usage Data.
Check your Downloads folder for your report.

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