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.