Overview of billing for Genesys Cloud Journey Management

AI-generated summary

Genesys Cloud Journey Management operates on a dual-component billing model that charges organizations based on user count and event tracking across multiple pricing tiers. Named agents are billed at $30 per month with 20,000 included events, while concurrent agents cost $45 monthly with 26,000 included events. User-based billing follows a 1:1 mimic model that directly matches Journey Management charges to total Genesys Cloud user counts during each billing period, distinguishing this approach from other add-ons such as CX Cloud and Work Automation that bill according to specific permission assignments. Event usage exceeding allocated thresholds incurs tiered overage charges, and when concurrent user usage surpasses committed amounts, additional charges apply proportionally to both services. The system maintains event data for 400 days, with the most recent 365 days accessible for analysis through Journey Analyzer via daily data ingestion processes. Newly onboarded organizations may initially display less than 400 days of historical data, which grows incrementally through continuous daily updates. Organizations receive up to 25 query analyses per day per organization. Journey Management licensing is directly tied to user count, requiring billing for matching concurrent users across both platforms. When concurrent user usage exceeds committed amounts—for example, exceeding a 100-user commit by 50 concurrent users—billing increases proportionally for both additional Genesys Cloud CX 3 users and additional Journey Management users. The Genesys Cloud CX 4 license includes Agent Copilot by default and exempts organizations from standard Journey Management billing scenarios. A 60-day free trial is available through Genesys AppFoundry, enabling organizations to evaluate Journey Management capabilities before committing to full-scale deployment.

Journey Management billing follows a user-based model that mimics the organization’s Genesys Cloud user count. The following scenarios illustrate how this model applies in practice, covering named and concurrent agent pricing and how billing scales when concurrent user counts exceed a committed amount. A 60-day free trial is also available for organizations that want to evaluate Journey Management before purchase.

How Journey Management billing works

Journey Management billing is based on the number of Genesys Cloud users in an organization, not on specific permissions or role assignments. Billing follows a mimic model, meaning the count of Journey Management users in a billing period always matches the Genesys Cloud user count for that same period, whether those users are named, concurrent, or hourly interacting users.

This differs from other Genesys Cloud add ons such as CX Cloud and Work Automation, where user charges are based on which users are assigned the relevant permissions or roles, rather than on total user count.

Note: If your organization has Genesys Cloud CX 4, the billing scenarios in this article do not apply, since that license already includes Journey Management.

Licensing and pricing tiers

Journey Management offers two agent license types. If event volume for either license type exceeds its included threshold, additional charges apply on a tiered basis.

Query limit: Up to 25 query analyses per organization per day.

License type	Price
Named agent	30 dollars per agent per month
Concurrent agent	45 dollars per agent per month

How user count changes affect billing

Because Journey Management billing mimics the Genesys Cloud user count, any increase in concurrent users carries through to Journey Management charges as well.

Example:

Period	Genesys Cloud concurrent users	Journey Management concurrent users
December (committed)	100	100
January (actual usage)	150	150
Billed difference	50 additional	50 additional

Event ingestion billing

Fair usage limits and overages are not applied on events ingested by Journey Management.

Trial and purchase options

A free trial length of 60 days is available through Genesys AppFoundry. This allows organizations to evaluate Journey Management capabilities before committing to a full scale purchase.

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