Cloud CX Billing Articles

Cloud CX licenses are no longer billed during the ramp period

NOTE: Refer to your Services Order for details on billing for Cloud CX software, telco usage, messaging, taxes, third-party product fees, and App Foundry charges.

In a concurrent licensing model, Genesys charges for the maximum number (peak) of concurrent (simultaneous) users during a billing period.

To support shift changes, we disregard usage peaks shorter than 30 minutes in duration.

The charges reflect the highest Cloud CX level license that users were assigned during the billing period. Concurrent billing in Cloud CX is limited to organizations that are contained within a single geographic region and they are billed separately for each region.

If you select a concurrent license model, all Cloud CX 1, 2, or 3 users are licensed as concurrent.

To see an example of a concurrent usage report, see Download your usage reports

This user is billed as a Cloud CX contact center user for the full month.

The deleted user counts for the current billing period. We do not prorate monthly user fees.

Monthly user fees are not prorated.

Adding users at the start of a new billing period is a best practice.

No, we only bill for users that login to the desktop, web, or mobile user interfaces.

Billing is not prorated when an upgrade is made from Cloud CX 1 to Cloud CX 2, or from either Cloud CX 1 or 2 to Cloud CX 3.

It is recommended to add users at the start of a new billing period and make them perform their first login.

All feature functionality remains the same as the Cloud CX 1, 2, or 3 named and concurrent offers, but now you can choose contracting types where you are billed at an hourly rate for the total duration of time users are logged in to Cloud CX.

The prepay users are invoiced in advance, or at the start of each billing cycle.

Any additional users and telephony charges are invoiced in arrears and are for usage that occurred during the service dates listed in the Billing Details section at the top of the invoice.

After a subscription has been purchased, any admin with the ‘billing subscription’ permission can use the Subscription Admin tool to see how many of each user type license is in use.

You can also run a report to see the historical usage of each license and the users

Cloud CX 1, 2, and 3 can be licensed as either a named user or a concurrent user.

Cloud CX does not support mixing named and concurrent users for Cloud CX contact center.

Cloud CX does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Cloud CX 1 or 2. 

See also About your subscription for a full listing of available add-ons.  

No, our fees do not include any taxes, levies, duties, or similar items including value-added, sales, use, or withholding taxes.

It is possible to change your license model from concurrent users to named users, or from named users to concurrent users.

However, you must contact your Customer Success Manager (CSM) to review and implement this change in your account.

Microsoft Teams users who do not log in to Cloud CX at least once during a billing cycle are not billed for the Cloud CX and Microsoft Teams integration.

Users are not billed for the billing cycle during which they do not log in.

We accept ACH/EFT, wire, or check.

Our payment terms are net 30 days.

We currently accept the following currencies:

  • Australian Dollar (AUD)
  • Brazilian Real (BRL)
  • Canadian Dollar (CAD)
  • Euro (EUR)
  • Great British Pound (GBP)
  • Japanese Yen (JPY)
  • New Zealand Dollar (NZD
  • US Dollar (USD)


Any of the following Billing permissions:

  • Billing > All Permissions
  • Billing > Subscription > Add
  • Billing > Subscription > View

You can download your bill at any time. Charges in your bill are based on your activation date. The charges shown reflect what you have incurred from the beginning of your current billing cycle through the previous day’s usage.

For example, suppose you activate Cloud CX on October 21:

  • Your billing cycle is from October 21 to November 21.
  • If you view your bill on November 19, then you see all the charges from October 21 to November 18.  
  • If you view your bill on November 24, you see all your charges from November 22 to November 23.

Proceed with the following to download your bill invoice.

  1. Go to Admin > Account Settings > Subscription.
  2. Click Download Bill (PDF).
  3. On the Invoices tab, specify your date range.
  4. Click Download Bill.
  5. Check your Downloads folder for your report.

All non-recurring charges are invoiced immediately after your order is placed. Invoices for hardware are sent after your hardware ships.

Annual pre-pay subscriptions

Your annual subscription invoice is sent after you place your order.

During your ramp period, you receive monthly invoices for the actual charges billed in arrears.

After the ramp, you receive monthly invoices only if there is usage beyond the contractual commitment.

Annual monthly subscriptions

You receive your service invoices monthly during the ramp period for the actual charges billed in arrears.

At the end of the ramp period, your invoice includes the actual charges for the prior period and your pre-pay based upon your committed number of users.

You continue to receive monthly invoices during your subscription period for your pre-pay commitment.

Any usage beyond your established (pre-paid) commitment is included on the invoice and is billed in arrears based on actual usage for the previous billing period.

Monthly subscriptions

You receive monthly invoices. During the ramp period, we bill in arrears based on actual usage.

Once your subscription begins, we bill in arrears for the committed monthly user subscription or the actual user subscription, whichever is greater.

Other charges based on your subscription may appear as well.

Currently customers in the US can now conveniently pay some invoices online using our free Easy Pay Portal.

Questions? Visit the Easy Pay FAQ page or contact for more details.

You can find them at Terms and Conditions.

Service level agreements are applicable only for paid services.

You can find them at Service Level Agreements.

Cloud CX is available in multiple regions globally and customers should not experience any differences in service between the locations.

See AWS regions for Cloud CX deployment.

Yes, we offer a Dev Bundle where you can create multiple instances for Dev, QA, or training.

Contact your Customer Success Manager (CSM) for more details.

Contact your Cloud CX sales team (direct or partner) for new hardware orders.

If you have questions, contact

Please contact your Customer Success Manager (CSM) to assist with any service changes.

NOTE: You will receive a final invoice for any outstanding service charges.

Contact your designated Customer Success Manager (CSM).

Trials are available for a limited time of 12 months from the date of activation.

Yes, your data stays within your organization as you upgrade and add more services.

Yes, for a limited trial period.

  • NOTE: Trials are subject to geographic restrictions.

If you would like to request a trial of Cloud CX, visit Cloud CX Trial.


Refer to the Cloud CX Voice pricing article for details.

Anyone that logged in to the Cloud CX service during the billing period is a billable named user.

The user type billed is the highest-level license assigned to that user during the billing period.

Refer to the Cloud CX Voice pricing article for details.

The enablement packages are billed as a one-time upfront fee after the order is processed.

The billing period begins on the contract effective date (order date) and runs on a monthly billing period.

For instance, if an order was placed on January 15, the billing period would be January 15 through February 14 11:59:59 UTC.

Your Cloud CX subscription term begins immediately after the ramp phase.

If you have elected an annual subscription with monthly billing, we invoice you at the start of each billing cycle.

This invoice is so you can prepay for the committed or contracted number of users.

Users that are not shown as prepay on the invoice represent actual users that were active on the platform beyond the committed number.

These users were active on the platform in the previous billing cycle, or during the service dates listed in the Billing Details section.

The last invoice of your ramp period may also show both committed users and actual users.

This invoice contains both the actual users for the previous billing cycle and the prepay users for the first billing cycle of your contract term.

If you purchase Cloud CX through a Genesys partner, your billing report shows the usage but does not show the cost.

Your billing and cost details come through your partner.

Please contact your partner directly for more information.

Check out this YouTube video breakdown:

Your Cloud CX invoice includes all the items on your Cloud CX subscription, including user licenses (both pre-paid and overage), device charges, resource charges, telco usage charges and applicable taxes. 

Billing details

  • Payable in: Customer’s currency for payment
  • Payment Terms: “Net 30″ indicates that full payment is expected within 30 days. 
  • Service Period: The dates of service for which usage is being billed. 
  • Description: Name of the product. 
  • Qty: Quantity of the product consumed during the service period.
  • Rate: Per Unit Rate for the product
  • Amount: Total amount for the line item 

Core services and fees

These include your user licenses for Cloud CX 1/2/3, Communicate, and apps / add-ons to Cloud CX purchased via the AppFoundry.

Genesys Cloud CX User vs. Genesys Cloud CX User – Prepay: Your invoice may contain both “User” and “User – Prepay” line items for products that have pre-paid and overage rates. 

Genesys Cloud CX User: Number of Cloud CX users to be paid in the billing cycle at the overage (non-prepay) rate

Genesys Cloud CX User – Prepay: Number of Cloud CX users to be paid in the billing cycle at the pre-pay rate

Resource charges

These include any IVR Overage or Data Storage charges for usage in the period above the Fair Use Policy, as well as SMS & Messaging charges (Cloud CX 3 and Cloud CX 2 customers).

Your Cloud CX subscription comes with an allocation of monthly included IVR minutes and Data Storage. 

Device charge

These include charges for Physical Edges, Virtual Edges, Phones, or other physical devices that may be included on your subscription.

Telco Usage Charges: These charges include Toll-Free Calling Service, Inbound and Outbound Calling Service, Call Surcharges and Number Setup Charges. Telco Usage Charges and bill reconciliation processes are described in detail here: Reconcile your Cloud CX Voice invoice against your usage report.

Taxes and Fees: These include federal, state, and local taxes and fees that apply to your Cloud CX charges. 

Finding Cloud CX usage information 

You can view your billing and usage summary inside of Cloud CX as described here.

The subscription area will show you the Users, Devices and Resources that you are consuming including contracted (committed) and overage amounts. 

Understanding committed users

Question: I committed to 20 users, and only used 10, why I am still being billed for 20?  

You will be billed for at least your committed user amount, regardless of actual usage. Any users over the committed amount are billed at an overage rate. 

Understanding ramp billing

Question: I am in the ramp period, why does my invoice have 20 prepay on it?  

On your last invoice during the ramp period, you will start being invoiced for your prepay users. 

Understanding resource overages

Question: I had 3671 GB of overage storage. Where do I see my usage?

  1. Go to Admin > Subscription > Download Usage Report.
  2. Click Resources Usage Report.

Understanding license usage

Question: I had 25 Cloud CX 2 Users and 10 Cloud CX 2 User-Prepay. Where do I see my usage?

  1. Go to Admin > Subscription > Download Usage Report.
  2. Click Billable Usage Report.


Any of the following billing permissions:

  • Billing > All Permissions
  • Billing > Subscription > Add
  • Billing > Subscription > View

Download your reports

  1. In Cloud CX, go to Admin > Account Settings > Subscriptions > Download Usage Report.
  2. On the Usage Data tab, specify the date range.
  3. Select the type of report.
  4. Click Download Usage Data.
  5. The file will download to your Downloads folder.

Usage breakdown in reports

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

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

  • Cloud CX 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

Tracks your charges for your Cloud CX usage during the date range that you specify.

The report organizes usage charges 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).

Concurrent Usage

Displays the peak number of concurrent users that log in to Cloud CX per day during the date range.

For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users log in.

Resources Usage

Tracks your organization’s consumption of billable Cloud CX resources, including IVR overage minutes and data storage overages, SMS/Messaging (Cloud CX 3 and Cloud CX 2), API Overage charges, and BYOC charges.

This report includes the quantity of each billable resource consumed during the period by day.

Cloud CX Voice and BYOC Cloud CX Usage

Tracks your organization's consumption of Cloud CX Voice services, including information about call origin and destination, and the type of call.

User Hour Usage

This report includes a row for each logged in user for each day of the billing cycle, with their logged in duration in the format HOURS:MINUTES:SECONDS:MILLISECONDS.

You can reconcile your Cloud CX Voice invoice against your usage report.

In addition, you can use the filter feature on the Cloud CX Voice or Number Management page to check the phone numbers that appear on the invoice.

The total usage charges on your invoice include the following: 

  • Calling service charges
  • Non-recurring charges (set up fees) for toll-free and DID numbers
  • Monthly recurring charges for toll -fee and DID numbers
  • Short duration call surcharge

When you’re looking at your Cloud CX Voice usage report, you will see records that correspond to

  • Outbound calling service
  • Inbound calling service
  • Extended outbound calling service.

NOTE: Monthly recurring and non-recurring charges are not included in call detail records and must be reconciled separately by looking at the Number Management page. 

Telco usage charges

To reconcile the Telco Usage Charges section of the invoice to the Call Detail Record (CDR):

The number in the CDR Total Cost column will match total of the numbers in the Extended Outbound Calling Service + Inbound Calling Service + Outbound Calling Service rows in the invoice.

NOTE: For the invoice rows there might be a U.S. and International breakout.

Non-recurring and monthly-recurring charges

The Telco Usage Charges section of the invoice includes non-recurring charges (NRC) and monthly recurring charges (MRC) that are not reflected in the CDR detail. 

See below to reconcile NRC/MRC.

Local Number – Prepay

  1. Access the Cloud CX Voice / Number Management page and take note of the total number of DID and toll-free numbers you own.
  2. This number should match the number listed on the invoice under the Qty column.

Outbound calling service rate calculation

  1. Access your Cloud CX Voice usage report and take note of the NPA (Area Code) in the Destination column where the direction is listed as Outbound.
  2. Access the Cloud CX Voice pricing article.
  3. Select your region.
  4. Click the Outbound Usage Charges link.
  5. In the Search box, enter the country name associated with the NPA you noted in step 1.
  6. You’ll then see rate for that country.

Inbound calling service rate calculation


  1. Access your Cloud CX Voice usage report and take note of the NPA (Area Code) in the Destination column where the direction is listed as Inbound. 
  2. Access the Cloud CX Voice pricing article.
  3. Select your region.
  4. Click the Number purchase and usage charges link.
  5. In the Search box, enter the country name associated with the NPA you noted in step 1. 
  6. You’ll then see rate for that country.


  1. Access your Cloud CX Voice usage report and take note of the NPA (Area Code) in the Origin column where the direction is listed as Inbound. 
  2. Access the Cloud CX Voice pricing article.
  3. Select your region.
  4. Click the Number purchase and usage charges link.
  5. In the Search box, enter the country name associated with the NPA you noted in step 1. 
  6. You’ll then see rate for that country.

Short duration call surcharge

Process to reconcile the Short Duration Call Surcharge QTY.

  1. Access your Cloud CX Voice usage report.
  2. Filter for the following:
    • Direction = OUTBOUND
    • Adjusted Duration (Seconds) = 6
    • Usage Rate Per Minute != 0.
  3. The number of rows displayed –1 will match the QTY in the invoice.

NOTE: To determine when a surcharge will apply to a short duration call, see also: 

Yes, we will remove your organization in a few scenarios:

  • Prospective customer has expressed an intent to cancel
  • Trial period expires (as detailed in your Trial Services Order)

Yes, contact your Customer Success Manager (CSM) to initiate a billing contact change.

Alternatively, see Download you Cloud CX bill.


Case Escalation Management Process

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: using the password: Genesys2022.

Overview of the My Support Portal

Only Designated Contacts have access to create, update, close, or re-open a case. Other employees who work for Genesys direct customers, Partners, Resellers, or end users can request Read-Only access to the My Support Portal to view cases opened by Designated Contacts on behalf of their company.

The My Support Portal allows you to:

  • Open and manage your support cases (Designated Contacts only)
  • Search our Knowledge Base and Technical Documentation site
  • Register for and view our Genesys Engage Tech Tutorials
  • Learn about current Product Support news and announcements
  • Access Genesys Care Apps and Tools (Designated Contacts only)