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Genesys Cloud workforce engagement

Verified 2026-09-25 · 55 sources · tier 2–6

Genesys Cloud Workforce Engagement Management (WEM) encompasses call recording, screen recording, quality management, speech and text analytics, workforce management, development and feedback modules, gamification, and web surveys 8. Genesys Cloud EX provides access to all Workforce Engagement Management capabilities 12.

Packaging and licensing

The Resource Center names the WEM add-ons as Genesys Cloud CX 1 WEM Add-on II and Genesys Cloud CX 2 WEM Add-on I 2. A Genesys Cloud user can hold only 1 WEM add-on at a time 17. Organizations on CX 1 and CX 2 can apply WEM add-ons to a subset of users rather than across the whole organization 4. Existing direct customers add WEM upgrades via the Genesys AppFoundry, whereas customers purchasing through partners contact their sales representative 3. WarmTransfer's reading of the sources is that because quality management is already included in CX 2, the CX 2 WEM add-on mainly adds workforce management, speech and text analytics, gamification, coaching, surveys, and learning modules, while the CX 1 add-on must also supply quality management 10.

Speech and text analytics is included with Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, and the Genesys Cloud CX 3 license 28. For CX 1 or CX 2 organizations, Genesys offers a separate Speech and Text Analytics upgrade add-on delivered through the AI Experience Token Bundle that provides voice transcription, sentiment analysis, topic spotting, empathy analysis, and sensitive data masking 30. Users for this STA upgrade add-on are designated by assigning the Billing > User > STA Upgrade permission 31.

Genesys announced permission-based, usage-driven billing for speech and text analytics and voice transcription on 2026-02-02, effective 2026-04-20 5. From 2026-04-20 onward, transcription usage alone no longer triggers WEM add-on or STA add-on license charges 36. Under this 2026 billing model, the permissions Billing > User - WEMUpgrade and Billing > User - STAUpgrade designate WEM add-on and STA add-on users 6. Voice transcription minutes are pooled at the organization level, and usage beyond that pool is billed as overage under the fair use policy 37. This 2026 permission-based STA and transcription billing change does not affect Genesys Cloud CX 3 or CX 4 customers 11. In the field 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 the add-on could spread to users in transcription-enabled queues despite attempts to limit it to a subset 13.

New Genesys Cloud customers and renewals receive the current Genesys Cloud AI token model, whereas the legacy AI Experience bundle model remains only for existing customers 16. Deprecated AI Experience Bundles and discrete AI products are removed from a subscription at renewal, moving the customer to the token model 15. Genesys Cloud provides monthly free allocations of 250 AI Experience tokens for named-user organizations and 350 tokens for concurrent-user organizations 33. AI Scoring is metered at 20 evaluations per AI Experience token 32.

Recording and quality management

Policy-based recording is not enabled by default in Genesys Cloud, meaning calls are not recorded until the feature is turned on 18. Policy-based voice recording is configured per external trunk under Telephony > Trunks > External Trunks > Media > Recording using the option Record calls on this trunk 19. For transcription on BYOC Premises deployments, recordings must be dual-channel and use PCMU, PCMA, L16, or Opus audio 7.

Effective 2023-12-06, screen recording became available to Genesys Cloud CX 1 users, though it requires manual role-permission and policy updates because Genesys does not add these permissions automatically 23. WarmTransfer's reading of the sources is that the UK page's listing of Screen Recording under the GC1 WEM add-on probably reflects packaging prior to December 2023, given that screen recording was made available to CX 1 users from 2023-12-06 25. Screen recording policies enforce a maximum retention of 1 year, whereas call and digital recordings have no upper retention limit 27. For policy-based recordings, the retention period configured on the quality management policy dictates how long recording files are kept 21. Transcripts follow the retention period set for the corresponding recording files by the QM policy 35.

Genesys Cloud quality management includes AI scoring, manual evaluations, calibration, and disputes, alongside automated speech and text analytics that Genesys states covers 100% of customer-agent conversations 20.

Workforce management

Genesys describes its workforce management (WFM) as spanning 6 channels: voice, email, chat, callback, messaging, and workitems 47. WFM agent self-service features include time-off management with auto-approval, shift trading, work plan bidding, and both real-time and historical adherence 44.

WFM forecasting supports inbound voice, chat, callback, email, and message media types 48. Forecasts remain visible from 26 weeks before to 26 weeks after the current week 49. Schedules are generated in intervals of 1 to 6 weeks, with 26 previous and 26 future schedules visible 52.

Genesys Cloud WFM enforces limits across business units, management units, staffing groups, work plans, and bids 46​50​53​43​55​51.

Entity Limit Cited claim
Agents per business unit 5,000 46
Agents per management unit 1,500 50
Staffing groups per business unit 1,000 53
Agents per staffing group 2,000 53
Activity codes per business unit 250 43
Work plans per management unit 500 55
Shifts per work plan 10 55
Open work plan bids per business unit 1 51

See also

Applicability

Applies to: Genesys Cloud CX, Genesys Cloud screen recording, Genesys Cloud speech, Genesys Cloud AI Experience tokens, Genesys Cloud workforce management, Genesys Cloud recording, Genesys Cloud quality management, and Genesys Cloud EX. Deployments: hybrid and multi-tenant. Sources checked 2026-09-25. Screen recording availability became effective for Genesys Cloud CX 1 users on 2023-12-06 23. Permission-based, usage-driven billing for speech and text analytics and voice transcription was announced on 2026-02-02, becoming effective 2026-04-20 5. For transcription with BYOC Premises, recordings must be dual-channel and use PCMU, PCMA, L16, or Opus audio 7.

What remains uncertain

USD list prices for CX 1 WEM Add-on II and CX 2 WEM Add-on I are not covered by the sources below. Supported languages for native transcription and speech and text analytics are not covered by the sources below. Configuration options and limits for AI scoring and virtual supervisors, beyond the 20 evaluations per AI Experience token rate, are not covered by the sources below. How concurrent-license WEM billing is calculated on monthly peak usage is not covered by the sources below. The application of call recording consent statutes to Genesys Cloud recording policies is not covered by the sources below. Third-party WFM and QM integration using AudioHook and WFM APIs is not covered by the sources below. Options for bulk export of recordings to AWS S3 or external archives are not covered by the sources below. Genesys Cloud EX packaging details and how it specifically relates to WEM add-ons, beyond the statement that EX provides access to all WEM capabilities, are not covered by the sources below.

Sources

  1. 1
    WEM add-on billing for a user is triggered by assigned administrator permissions, by the agent using WEM capabilities, or by explicit assignment of the WEM Upgrade billing permission.
    Add Workforce Engagement Management to your subscription · billing section · Checked 2026-09-25
  2. 2
    The Resource Center names the WEM add-ons as Genesys Cloud CX 1 WEM Add-on II and Genesys Cloud CX 2 WEM Add-on I.
    Add Workforce Engagement Management to your subscription · add-on descriptions section · Checked 2026-09-25
  3. 3
    Existing Genesys direct customers add Genesys Cloud WEM upgrades through the Genesys AppFoundry. Customers who buy through partners contact their sales representative.
    Add Workforce Engagement Management to your subscription · ordering section · Checked 2026-09-25
  4. 4
    CX 1 and CX 2 organizations can apply WEM add-ons to a subset of users rather than to the whole organization.
    Add Workforce Engagement Management to your subscription · introduction / assignment section · Checked 2026-09-25
  5. 5
    Genesys announced permission-based, usage-driven billing for speech and text analytics and voice transcription on 2026-02-02, effective 2026-04-20.
    Permission-based, usage-driven billing for speech and text analytics (STA) and voice transcription · announcement header and effective-date line · Checked 2026-09-25
  6. 6
    Under the 2026 billing model, the billing permissions Billing > User - WEMUpgrade and Billing > User - STAUpgrade designate WEM add-on and STA add-on users.
    Permission-based, usage-driven billing for speech and text analytics (STA) and voice transcription · permissions section · Checked 2026-09-25
  7. 7
    For transcription with BYOC Premises, recordings must be dual-channel and use PCMU, PCMA, L16 or Opus audio.
    Enable policy-based recording · BYOC Premises note · Checked 2026-09-25
  8. 8
    Genesys defines WEM as call recording, screen recording, quality management, speech and text analytics, workforce management, development and feedback modules, gamification, and web surveys.
    About Workforce Engagement Management (WEM) · component list headings · Checked 2026-09-25
  9. 9
    Genesys lists Genesys Cloud CX 1 at USD 75, CX 2 at USD 115, CX 3 at USD 155 and CX 4 at USD 240 per user per month, billed annually.
    Genesys Cloud CX Pricing · plan cards at top of pricing page · Checked 2026-09-25
  10. 10
    Because QM is already included in CX 2, the CX 2 WEM add-on mainly adds WFM, speech and text analytics, gamification, coaching, surveys and learning modules, while the CX 1 add-on must also supply QM.inferred
    Genesys Cloud CX Pricing · comparison table rows 'Quality Assurance and Compliance' and 'Workforce Engagement Management (WEM)' · Checked 2026-09-25
  11. 11
    The 2026 permission-based STA and transcription billing change does not affect Genesys Cloud CX 3 or CX 4 customers.
    Permission-based, usage-driven billing for speech and text analytics (STA) and voice transcription · who is affected section · Checked 2026-09-25
  12. 12
    The Genesys Cloud products page describes Genesys Cloud EX as providing access to all Workforce Engagement Management capabilities.
    Genesys Cloud products and solutions · Genesys Cloud EX product description · Checked 2026-09-25
  13. 13
    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
    WEM License | Workforce Engagement Management · accepted answer (2025-10-29) and follow-up reply (2025-10-30) · Checked 2026-09-25
  14. 14
    On the Genesys pricing comparison, gamification, coaching and real-time performance insights are included in CX 3 and CX 4 and are add-ons for CX 1 and CX 2.
    Genesys Cloud CX Pricing · comparison table rows 'Gamification', 'Coaching', 'Real-Time Performance Insights' · Checked 2026-09-25
  15. 15
    Deprecated AI Experience Bundles and discrete AI products are removed from a Genesys Cloud subscription at renewal, which moves the customer to the token model.
    Genesys Cloud AI experience · section 'Genesys Cloud tokens-based pricing model' · Checked 2026-09-25
  16. 16
    New Genesys Cloud customers and renewals get the current Genesys Cloud AI token model. The legacy AI Experience bundle model remains only for existing customers.
    Genesys Cloud add-ons · Genesys Cloud AI section · Checked 2026-09-25
  17. 17
    A Genesys Cloud user can hold only one WEM add-on at a time.
    Add Workforce Engagement Management to your subscription · assignment / licensing section · Checked 2026-09-25
  18. 18
    Policy-based recording in Genesys Cloud is not enabled by default, so calls are not recorded until it is turned on.
    Enable policy-based recording · introductory paragraph · Checked 2026-09-25
  19. 19
    Policy-based voice recording is enabled per external trunk under Telephony > Trunks > External Trunks > Media > Recording, with the option Record calls on this trunk.
    Enable policy-based recording · procedure steps · Checked 2026-09-25
  20. 20
    Genesys Cloud quality management offers AI scoring, and automated speech and text analytics that Genesys says covers 100% of customer-agent conversations, alongside manual evaluations, calibration and disputes.
    About quality management · capabilities overview · Checked 2026-09-25
  21. 21
    For policy-based recordings, the retention period set on the quality management policy determines how long the recording files are kept.
    Retention period for analytics data and recording · recording files section · Checked 2026-09-25
  22. 22
    On the Genesys pricing comparison, Quality Assurance and Compliance is included in CX 2, CX 3 and CX 4 and is an add-on for CX 1.
    Genesys Cloud CX Pricing · comparison table row 'Quality Assurance and Compliance' · Checked 2026-09-25
  23. 23
    Effective 2023-12-06, screen recording became available to Genesys Cloud CX 1 users, but it requires manual role-permission and policy updates because Genesys does not add the permissions automatically.
    Screen recording policy changes for Genesys Cloud CX 1 users · announcement body, effective date and permissions paragraph · Checked 2026-09-25
  24. 24
    The US Genesys pricing comparison shows voice and digital interaction recording plus screen recording as included in all four tiers, including CX 1.disputed
    Genesys Cloud CX Pricing · comparison table row 'Voice and Digital Interaction Recording Plus Screen Recording' · Checked 2026-09-25
  25. 25
    The UK page's listing of Screen Recording under the GC1 WEM add-on probably reflects packaging from before December 2023, because Genesys made screen recording available to CX 1 users from 2023-12-06.inferred
    Screen recording policy changes for Genesys Cloud CX 1 users · announcement body (effective date and CX 1 availability) · Checked 2026-09-25
  26. 26
    The UK Genesys add-on pricing page lists Screen Recording among the capabilities of the Genesys Cloud 1 WEM add-on.disputed
    Digital & WEM Pricing Add-on · Workforce Engagement Management section, Genesys Cloud 1 inclusion list · Checked 2026-09-25
  27. 27
    Genesys Cloud screen recording policies have a maximum retention of one year. Call and digital recordings have no upper retention limit.
    Retention period for analytics data and recording · recording files section · Checked 2026-09-25
  28. 28
    Speech and text analytics is included with Genesys Cloud CX 1 WEM Add-on II, with Genesys Cloud CX 2 WEM Add-on I, and with the Genesys Cloud CX 3 license.
    Licensing and costs - What license do I need to use speech and text analytics? · FAQ answer, first sentence · Checked 2026-09-25
  29. 29
    On the Genesys pricing comparison, speech and text analytics is included in CX 3 and CX 4 and is an add-on for CX 1 and CX 2.
    Genesys Cloud CX Pricing · comparison table row 'Speech and Text Analytics' · Checked 2026-09-25
  30. 30
    For CX 1 or CX 2 organizations, Genesys offers a separate Speech and Text Analytics upgrade add-on, delivered through the AI Experience Token Bundle, that provides voice transcription, sentiment analysis, topic spotting, empathy analysis and sensitive data masking.
    Add Speech and Text Analytics upgrade add-on to your organization · overview and capabilities sections · Checked 2026-09-25
  31. 31
    STA upgrade add-on users are designated by assigning the Billing > User > STA Upgrade permission.
    Add Speech and Text Analytics upgrade add-on to your organization · how to enable / permissions section · Checked 2026-09-25
  32. 32
    Genesys Cloud AI Scoring is metered at 20 evaluations per AI Experience token.
    Genesys Cloud AI experience · section 'Genesys Cloud tokens-based pricing model' · Checked 2026-09-25
  33. 33
    Genesys Cloud includes monthly free allocations of 250 AI Experience tokens for named-user organizations and 350 tokens for concurrent-user organizations.
    Genesys Cloud AI experience · section 'Genesys Cloud tokens-based pricing model' · Checked 2026-09-25
  34. 34
    Speech and Text Analytics consumes 30 AI Experience tokens per named user or 45 per concurrent user.
    Genesys Cloud AI experience · section 'Genesys Cloud tokens-based pricing model' · Checked 2026-09-25
  35. 35
    A recording's transcript follows the retention period set for the recording files by the QM policy.
    Retention period for analytics data and recording · analytics data / transcripts section · Checked 2026-09-25
  36. 36
    From 2026-04-20, transcription usage alone no longer triggers WEM add-on or STA add-on license charges.
    Permission-based, usage-driven billing for speech and text analytics (STA) and voice transcription · what is changing section · Checked 2026-09-25
  37. 37
    Under the 2026 billing model, voice transcription minutes are pooled at the organization level, and usage beyond the pool is charged as overage under the fair use policy.
    Permission-based, usage-driven billing for speech and text analytics (STA) and voice transcription · transcription billing section · Checked 2026-09-25
  38. 38
    The UK page lists the Genesys Cloud 1 WEM add-on as speech and text analytics, quality management, workforce management, customer satisfaction surveys, screen recording, coaching, and development and feedback modules.
    Digital & WEM Pricing Add-on · Workforce Engagement Management section, Genesys Cloud 1 inclusion list · Checked 2026-09-25
  39. 39
    The UK pricing page lists the Genesys Cloud 1 WEM add-on at GBP 42 per named user per month on top of a GBP 52.5 base, billed annually.
    Digital & WEM Pricing Add-on · Workforce Engagement Management section, Genesys Cloud 1 price line · Checked 2026-09-25
  40. 40
    The UK page lists the Genesys Cloud 2 WEM add-on as speech and text analytics, gamification, workforce management, customer satisfaction surveys, coaching, and development and feedback modules. Quality management is not in the list.
    Digital & WEM Pricing Add-on · Workforce Engagement Management section, Genesys Cloud 2 inclusion list · Checked 2026-09-25
  41. 41
    The UK pricing page lists the Genesys Cloud 2 WEM add-on at GBP 28 per named user per month on top of a GBP 77 base, billed annually.
    Digital & WEM Pricing Add-on · Workforce Engagement Management section, Genesys Cloud 2 price line · Checked 2026-09-25
  42. 42
    On the Genesys pricing comparison, Workforce Engagement Management is included in Genesys Cloud CX 3 and CX 4 and is an add-on for CX 1 and CX 2.
    Genesys Cloud CX Pricing · comparison table row 'Workforce Engagement Management (WEM)' · Checked 2026-09-25
  43. 43
    Genesys Cloud WFM enforces a maximum of 250 activity codes per business unit.
    Workforce management supported configuration · activity codes section · Checked 2026-09-25
  44. 44
    Genesys Cloud WFM includes time-off management with auto-approval, shift trading, work plan bidding and real-time and historical adherence.
    About workforce management · capabilities section · Checked 2026-09-25
  45. 45
    Genesys describes WFM AI-powered forecasting as a license-based capability that does not consume AI Experience tokens.
    Genesys Cloud AI experience · list of license-based AI capabilities · Checked 2026-09-25
  46. 46
    A Genesys Cloud WFM business unit can contain up to 5,000 agents.
    Workforce management supported configuration · agents section · Checked 2026-09-25
  47. 47
    Genesys describes its workforce management as covering six channels: voice, email, chat, callback, messaging and workitems.
    About workforce management · overview section · Checked 2026-09-25
  48. 48
    Genesys Cloud WFM forecasting supports the inbound voice, chat, callback, email and message media types.
    Workforce management supported configuration · forecasting section, media types · Checked 2026-09-25
  49. 49
    Genesys Cloud WFM forecasts are visible from 26 weeks before to 26 weeks after the current week.
    Workforce management supported configuration · forecasting section · Checked 2026-09-25
  50. 50
    A Genesys Cloud WFM management unit can contain up to 1,500 agents.
    Workforce management supported configuration · agents section · Checked 2026-09-25
  51. 51
    Genesys Cloud WFM allows only one open work plan bid per business unit at a time.
    Workforce management supported configuration · work plan bids section · Checked 2026-09-25
  52. 52
    Genesys Cloud WFM schedules are created in intervals of one to six weeks, and 26 previous and 26 future schedules are visible.
    Workforce management supported configuration · scheduling section · Checked 2026-09-25
  53. 53
    Genesys Cloud WFM enforces a limit of 1,000 staffing groups per business unit and 2,000 agents per staffing group.
    Workforce management supported configuration · staffing groups section · Checked 2026-09-25
  54. 54
    On the Genesys pricing comparison, AI-powered forecasting and AI scheduling are included in CX 3 and CX 4 and are add-ons for CX 1 and CX 2.
    Genesys Cloud CX Pricing · comparison table rows 'AI-Powered Forecasting' and 'AI Scheduling' · Checked 2026-09-25
  55. 55
    Genesys Cloud WFM enforces a limit of 10 shifts per work plan and 500 work plans per management unit.
    Workforce management supported configuration · work plans and shifts section · Checked 2026-09-25

Documents

tier 2 current vendor documentation

About quality management

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

About Workforce Engagement Management (WEM)

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

About workforce management

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Add Speech and Text Analytics upgrade add-on to your organization

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Add Workforce Engagement Management to your subscription

Genesys · 2026-05-25 · accessed 2026-09-25

tier 2 current vendor documentation

Digital & WEM Pricing Add-on

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Enable policy-based recording

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Genesys Cloud add-ons

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Genesys Cloud AI experience

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Genesys Cloud CX Pricing

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Genesys Cloud products and solutions

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Licensing and costs - What license do I need to use speech and text analytics?

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Permission-based, usage-driven billing for speech and text analytics (STA) and voice transcription

Genesys · 2026-02-02 · accessed 2026-09-25

tier 2 current vendor documentation

Retention period for analytics data and recording

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Screen recording policy changes for Genesys Cloud CX 1 users

Genesys · 2023-11-01 · accessed 2026-09-25

tier 2 current vendor documentation

Workforce management supported configuration

Genesys · accessed 2026-09-25

tier 6 community and field reports

WEM License | Workforce Engagement Management

Genesys Community (user-generated) · 2025-10-29 · accessed 2026-09-25

Cite this page

APA

WarmTransfer. (2026, September 25). Genesys Cloud workforce engagement. WarmTransfer. https://warmtransfer.net/knowledge/genesys-cloud-wem

BibTeX

@misc{warmtransfer-genesys-cloud-wem,
  title  = {Genesys Cloud workforce engagement},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/genesys-cloud-wem},
  note   = {Verified 2026-09-25}
}