Predictive routing pricing and billing

How are predictive routing interactions billed?

• Consumption of predictive routing is through Genesys Cloud Experience units. For more information, see Genesys Cloud Experience Units metering and pricing. For more information, see AI Experience tokens metering and pricing.
• If an interaction is routed using other methods such as Standard (in case of timeout of interaction) or Standard/Bullseye (during comparison test phase), the interaction is not billed.
• Genesys Cloud considers threaded emails and messages as one interaction and bills only for the first interaction.

Why do my billing interaction counts differ from the daily interaction counts I see on the Comparison Test pane?

• The interaction counts shown on the Billing page are updated once per day. The Comparison Test pane is updated with the latest interaction count in real-time. As a result, the number of interactions shown differs. 
• Daily interaction counts on the Comparison Test pane change with the time zone set in browser. As a result, they might differ from those shown on the Billing page or in an Analytics billing report. 
• The query that identifies predictive routing for the Billing page differs slightly from the Analytics query that identifies predictive routing interactions. 

How do I remove predictive routing from my organization?

To remove predictive routing, contact your account team.

Billing edge cases

• You are billed if an agent calls another agent and that call waits in an inbound queue from which predictive routing assigns it to the answering agent.
• You are billed for callbacks that wait in an inbound queue after the called-back customer answers, and which predictive routing then routes to an agent.