Source note · Genesys Cloud workforce engagement
Before the April 2026 billing change, practitioners reported that native voice transcription and topic detection on agent interactions counted users as billable for WEM, and that the add-on could spread to users in transcription-enabled queues despite attempts to limit it to a subset.
field report · Checked 2026-09-25
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- licensing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- before 2026-04-20
- Status
- field report
- Checked
- 2026-09-25
Sources
- WEM License | Workforce Engagement Management — Genesys Community (user-generated) · tier 6 community and field reports · accepted answer (2025-10-29) and follow-up reply (2025-10-30)
Cite this note
APA
WarmTransfer. (2026, September 25). Genesys Cloud workforce engagement: source note genesys-cloud-wem-field-transcription-billing. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-wem-field-transcription-billing
BibTeX
@misc{warmtransfer-claim-genesys-cloud-wem-field-transcription-billing,
title = {Genesys Cloud workforce engagement: source note genesys-cloud-wem-field-transcription-billing},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-wem-field-transcription-billing},
note = {Source note genesys-cloud-wem-field-transcription-billing, checked 2026-09-25}
}