How do I manage Genesys Cloud license use with License Manager?

License Manager helps your organization use its Genesys Cloud licenses well: it shows license use against the capacity you pay for, applies your sign-in policy, and alerts you. Your users open your organization's License Manager login page instead of going straight to Genesys Cloud. The page checks your licensed capacity, then sends them on to sign in as usual.

License Manager is a separate solution in the Mediabriz family. It is not part of Mediabriz Conversation Intelligence (the Mediabriz app for your Genesys Cloud conversations), its plans or its Genesys AppFoundry listing, and you can use it with or without Mediabriz Conversation Intelligence. To add it to your organization, contact us.

For bookmarks, your single sign-on portal, the Genesys Cloud browser extension, allowed networks, and what to allow on a firewall or proxy, see How do I give users the License Manager login page?.

What it does

License Manager gives your organization its own sign-in page, for example https://login.mediabriz.com/acme. Users open that page, and then sign in to Genesys Cloud as usual.

• If there is room, the page sends them on to Genesys Cloud.
• If your licensed capacity is fully in use and the mode is Apply policy, they see a short message and can try again shortly, plus any text you add (for example, who to contact).

Good to know:

• No one is signed out. The policy applies when a user starts a new sign-in from the page. Users who are already signed in stay signed in.
• Users who open Genesys Cloud directly are counted, but the policy does not apply to them. A bookmark, the desktop app, the mobile app, the Genesys Cloud browser extension opened on its own, or a CRM integration still counts toward licensed capacity. The policy applies only to sign-ins that start on the login page.
• If the Genesys Cloud connection stops working, users can still sign in. The page lets everyone on your allowed networks in, records it, and emails you. A problem on our side never locks your team out.
• Nothing to install. Users do not install anything new. If your organization also uses Mediabriz Conversation Intelligence, its extension does not change.

Who counts toward licensed capacity

Licensed capacity counts users with a Genesys Cloud CX 1, CX 2, CX 3 or CX 4 license, including the digital-only Genesys Cloud CX 2 Digital and CX 3 Digital licenses.

• Admins and supervisors count like anyone else when they hold a CX license. Genesys Cloud bills them as seats, and there is no free allowance for admins. If an admin must always be able to get in, give them the Genesys Cloud address directly. They are still counted.
• Hourly Interacting users are never counted. Genesys Cloud bills them by interacting hours, not as seats. One exception for unique users: if Genesys Cloud itself bills someone as a named CX user, Mediabriz counts them too, even if they are marked Hourly Interacting.
• Users without a CX license are not counted, for example users with only Communicate, Collaborate or another non-CX product, and wallboard accounts.
• Add-ons do not add a seat. A user with an add-on counts once, through their CX license.

Before you start

• Add License Manager to your organization. It is not included in Mediabriz Conversation Intelligence plans, so contact us to add it. Mediabriz then turns it on for your organization. Until then, the License Manager tab does not appear in Organization settings. Once it is on, you set everything else yourself in Settings.
• Who can change it. Only users with integration:cloudBriz:admin (cloudBriz - Admin) can open Organization settings.
• Connect needs more Genesys Cloud permissions. The user who selects Connect also needs oauth:client:add, authorization:role:add and authorization:grant:add. A Genesys Cloud admin usually has these. Genesys Cloud only lets a user give a client a role they hold, so Connect also grants the new role to that user. If a permission is missing, Connect stops and Settings lists the missing permissions.
• Know your contract. Your licensing model (concurrent or named), your licensed capacity (usually the quantity on your contract), and, for unique users or licensed hours, the day your Genesys Cloud bill starts.

Set it up

1. From the Genesys Cloud main menu, go to Apps and select Mediabriz.

2. On the Mediabriz main screen, select Organization settings, then open the License Manager tab. The tab says Choose how sign-in works when your Genesys Cloud CX seats are in use.

3. Connect to Genesys Cloud. At the top of the tab, under Genesys connection, select Connect. Until you connect, only this part of the tab works. Settings says Mediabriz reads your license model and online users from Genesys, through a read-only client., and the rest of the tab is greyed out under Connect to Genesys to set up License Manager. If License Manager is still on from an earlier connection, select Turn off there to turn it off. After Connect succeeds, the tab stays locked while Mediabriz checks your Genesys license model (see step 4), then opens. Mediabriz creates a role and an OAuth client in Genesys Cloud, both named Mediabriz License Manager. In older connections they are named Mediabriz Login Limit, and Mediabriz keeps using them. They can read who is online, which licenses users have, logged-in time, and your billable usage. They cannot change users, roles, licenses or anything else.

   • Select Verify connection at any time. When everything is in place, Settings says The client, role, and permissions are correct.
   • Leave the role and the client in place. If they are deleted or changed in Genesys Cloud, Verify connection says The License Manager role is missing., The OAuth client is missing or no longer accepted. or A required permission is missing from the role. Select Reconnect to create them again.
   • To disconnect, select Disconnect. Settings asks you to confirm: Mediabriz stops reading sign-in counts. The login page admits all users until you connect again. Allowed networks still applies. Disconnect deletes the OAuth client and the client secret Mediabriz stored. The role stays in Genesys Cloud, and an admin can delete it there if you no longer need it. When you connect again, Mediabriz reuses the role and resets its permissions. Disconnect needs oauth:client:view, oauth:client:edit and oauth:client:delete, and checks them first. If one is missing, Settings lists it and nothing is changed.
   • If Genesys Cloud does not respond, Settings says Genesys Cloud did not respond. Sign-ins are being let in. with a Retry button. A Genesys Cloud failure never keeps users from signing in.
   • Once connected, Settings shows what Genesys Cloud reports for your organization and when, for example Genesys reports: CX 3, Concurrent · Billing report updated followed by the time, and, when there are any, how many Hourly Interacting users are left out of the count. The billing report from Genesys Cloud can be delayed. Settings then shows Billing report delayed. Retrying at followed by the retry time in your local time zone. Mediabriz retries on its own, and letting users in does not depend on it.

4. Check the licensing model. Licensing model is the model on your Genesys Cloud contract:

   • Concurrent users: the most users signed in at the same time.
   • Unique users this billing period (Named): every different user who signs in during the billing period.
   • Logged-in hours: offered only when Genesys Cloud bills your organization for total logged-in time. Settings then says Genesys reports an hourly (logged-in time) subscription. A concurrent or unique-user licensing model doesn't match how you're billed.

   Once connected, Mediabriz sets the model from your Genesys Cloud billing report and you cannot change it. Reading the report right after you connect can take up to 4 minutes. Meanwhile the tab is locked under Checking your Genesys license model… and This can take a few minutes. The settings unlock when it's done., so you set up License Manager once the model is known. During the check only Turn off (when License Manager is on) and the connection buttons work. When the report shows one model, the tab opens with the model set, and Settings names it, for example Set from your Genesys billing report: concurrent users. You choose the model yourself when the report does not show one clear model, for example when Genesys Cloud bills by logged-in time, or when you saved Logged-in hours. When no CX usage is reported, Settings says Genesys did not report a license model. Choose the one on your Genesys contract. When Genesys reports both models in the last 30 days, usually after a contract change, Settings says Genesys reports both concurrent and unique users in the last 30 days, usually after a contract change. Choose the model on your current contract. If the report fails, or has not arrived after 4 minutes, the tab opens and Settings says The Genesys billing report is not available yet. Choose the model on your Genesys contract. When Mediabriz will try again on its own, Settings adds Mediabriz checks again automatically at followed by the time. Select Check again to read the report now; the tab locks again until the check is done. If the report arrives later while Settings is open, the model is set without reloading the page.

   If the model you saved earlier differs from the report, Settings says so, for example Saved as unique users, but Genesys bills this organization for concurrent users. Save to change the licensing model to Concurrent users. If Genesys Cloud later bills a different model than the model you saved while the mode is Monitor or Apply policy, Mediabriz emails the alert address once and shows a warning in the License Manager section in Insights. Open Settings and save to fix it.

5. Enter the licensed capacity. Licensed capacity is a whole number of 1 or more, for example the number of seats on your contract. Once Genesys Cloud reports your license, the hint names it, for example For example, enter 5 if you have 5 CX 3 licenses. Genesys Cloud does not share the quantity on your contract, so enter it yourself. For Logged-in hours, the field is Licensed hours: the hours Genesys Cloud can bill in the billing period. To set a policy only for specific license types, leave Licensed capacity empty and add at least one license type policy (see "Policy per license type" below); Settings says Leave empty to set a policy only for the license types below. With neither, Settings says Set the CX licensed capacity or at least one license type policy. and Monitor or Apply policy cannot be saved.

6. Set the billing period (unique users and logged-in hours only).

   • Day the Genesys bill starts. To find it: in Genesys Cloud, open the menu, choose Account, then Subscription. The billing period is at the top.
   • Choose the length: One month (the usual case), Several months (2 to 24), or A number of days (7 to 92).
   • Settings shows the current period, for example Current period: 15 Oct to 14 Nov (UTC). Periods start and end at midnight UTC, like your Genesys Cloud bill. A monthly period that starts on the 29th, 30th or 31st starts on that day each month, or on the month's last day when the month is shorter. The count of unique users, or the hours used, starts again with each new period.

7. Copy the login page link. Login page link shows your page address, with Copy. It is made from your Genesys Cloud organization's short name when you first connect, and the name in the address does not change. Before you connect, Settings says The link is assigned when License Manager connects to Genesys Cloud.

8. Private link (optional). Turn on Private link to add a key to the end of the address, for example https://login.mediabriz.com/acme/K7M2Q9X4P3RA. Without the key, the page says This sign-in link isn't valid. Ask your administrator for the current Genesys Cloud sign-in link., so nobody can find it by guessing your short name. If the link reached anyone who should not have it, select Replace key and confirm Replace the key? The current link stops working at once, for everyone, including users who opened it a moment ago, and they see the same message. Be ready to share the new one.

9. Choose where users go once admitted. Under After admission, go to:

   • Genesys workspace (the default): opens Genesys Cloud for your region.
   • Custom domain: an https address of your own, for example your single sign-on start page or your CRM. It must start with https:// and use a full domain name, it cannot be a Mediabriz address, and it cannot include a user name or password. If the address cannot be used, the field is outlined in red with the reason under it, for example The address must start with https://. or A Mediabriz address can't be used here. Enter your own address.
   • Other Genesys Cloud app (browser extension, desktop or mobile): for users who open Genesys Cloud from the browser extension, the desktop app, the mobile app or another app the page cannot open. On every device, phones and tablets included, the page says You're cleared to sign in. and Open Genesys Cloud the way you usually do: from the browser extension, the desktop app or the mobile app. It shows no link and opens nothing. An organization that chose the earlier Genesys Cloud browser extension option has this choice selected. Seats are reserved and released the same way as for the other choices, so the user should sign in within a few minutes.

10. Custom message (optional). Plain text shown on the login page under its own messages, up to 500 characters and 10 line breaks. One message is used for every language. For example: "Need access urgently? Call the team lead on extension 1234." Do not put anything confidential in it, because anyone with the link can read it.

11. Login ID (optional for concurrent users).

    • Ask for Login ID: the page asks each user for a Login ID before they continue. For concurrent users this is off unless you turn it on, and it does not change the seat check. It is what powers the Login exceptions report (see below), which lists who came online in Genesys Cloud without the login page, for example from a bookmark, the desktop app or Salesforce. Unique users always ask for a Login ID. This cannot be turned off.
    • Login ID label: shown directly under Ask for Login ID while the page asks for a Login ID (always for unique users). It is what the field is called on the login page, up to 40 characters. Empty means the page shows Work email in the user's language. It does not have to be an email: for example a single sign-on username or an employee number. If you use single sign-on, use the same words as your sign-in page, for example "Okta username". When you clear Ask for Login ID, the field is hidden and the label you saved is kept.
    • Login exceptions report (unique users only, on by default): chooses whether Mediabriz keeps the IDs users type, for the report. Off keeps only a one-way code, and the check itself does not change.
    • Report time zone: shown only when the report needs it: for concurrent users, licensed hours or a license type policy only with Ask for Login ID on, under Login ID label, and for unique users with the report on, under Login exceptions report. It sets when each day of the report starts and ends. It is filled in from your browser. Choose where most of your agents work, or UTC (agents in several countries), at the top of the list, if they work in several countries. Counts, billing periods and alerts stay in UTC. A zone you saved is kept while the field is hidden.

12. Allowed networks (optional). One public IP address or CIDR range per line, up to 50. IPv4 ranges must be /16 or narrower, and IPv6 ranges /32 or narrower. Private, reserved and documentation ranges (IPv4 and IPv6, such as 10.x.x.x or 192.168.x.x) are not accepted: the page only sees the public address your network uses on the internet. Leave the list empty to allow any network. It applies in Monitor and Apply policy. Off ignores it. The list applies only to your login page. Mediabriz Settings and Insights, and the Mediabriz Conversation Intelligence extension if you use it, work from any network.

13. Alert email. Keep Send an email when licensed capacity is fully in use selected. Leave the Alert email address empty to use your threat alert mailbox, or enter another address. See "Alerts" below.

14. Choose the mode. Under Mode:

    • Off: Off: sign-ins are not managed. The page lets everyone through to Genesys Cloud, so shared links keep working.
    • Monitor: Monitor lets everyone sign in and records usage against your licensed capacity. Allowed networks still applies. Usage shows in the License Manager section in Insights, and alert emails are still sent. Start here.
    • Apply policy: With Apply policy, when your licensed capacity is fully in use, the login page asks new users to try again shortly. This mode was called Enforce, and before that Block. A saved setting from either is now shown as Apply policy.

    Every change needs a working Genesys connection. While Genesys is not connected, the only change you can make is Turn off. In Apply policy mode with no allowed networks and no private link, Settings reminds you under the login page link: Anyone with the link can open this page. Add allowed networks, or turn on Private link.

15. Select Save. Changes reach the login page within a few seconds.

We recommend running Monitor for a few days, including a shift change, and checking Insights before you switch to Apply policy.

Policy per license type (optional)

Next to the CX licensed capacity, License type policy (optional) lets you set the licensed capacity for users who hold a specific Genesys Cloud license. Settings says Set the licensed capacity for a specific Genesys license: how many users with it can be signed in at the same time. Each license type in the list shows its usage in the License Manager section in Insights. Alert sends an email to the alert address when the type is fully in use. Apply policy sends the same email and also asks further users to try again later. With unique users, the policy counts users who sign in during the billing period instead, and the emails go out at 80%, 90% and 100% of the type's licensed capacity. Leave it empty if the CX licensed capacity is enough. You can also use a license type policy on its own, with Licensed capacity left empty, for example to manage only Communicate.

Select Add license type, choose the type, enter a Licensed capacity of 1 or more, and choose Alert or Apply policy. You can add one row per type. The types are:

• Communicate
• Digital add-on
• Genesys Agent Copilot
• CX Cloud from Genesys and Salesforce
• Genesys Cloud for Salesforce
• Unified Experience from Genesys and ServiceNow
• Work Automation

Each type appears only if your organization holds that license. If it holds none of them, Add license type is unavailable and Settings names the seven types, adding that CX 1 to 4 are covered by the CX licensed capacity. WEM and Speech and Text Analytics are not offered, because Genesys Cloud bills them by activity or permission, with no per-user license.

Settings reads the list through the License Manager connection. Before you connect, it says Connect Genesys to choose license types. If the list cannot be read, Settings says so and offers Retry.

If Genesys Cloud stops listing a type you set a policy for, for example because the license was removed from your organization, Settings keeps the row and says Genesys no longer lists this license type for your organization. The row stays as saved. Remove it to change it. You can still change and save your other settings. That type is not counted, has no policy applied and sends no alerts, and Insights shows it as "no longer in your Genesys Cloud organization". If the license comes back, the policy applies again within a day, or within the hour after you save Settings.

• Alert emails the alert address when that type is fully in use (with unique users, at 80%, 90% and 100%). Everyone can still sign in.
• Apply policy sends the same emails and, once the type is fully in use, asks a user who holds that type to try again shortly when they start a new sign-in from the page. To know who is signing in, Apply policy uses the Login ID. With concurrent users, setting a row to Apply policy turns on Ask for Login ID, and it stays on while a row is set to Apply policy.

When a license type is fully in use, Apply policy covers the whole sign-in, with the same message as for the CX licensed capacity. Genesys Cloud cannot sign a user in without a license their roles give them, so to let that user in without it, change their roles in Genesys Cloud. If a typed Login ID matches no one, the license type policy does not apply to that sign-in (the CX licensed capacity still applies). If license data cannot be read, the license type policy only alerts.

What your users see

A simple page with the Mediabriz logo, the heading Sign in to Genesys Cloud, and your organization's Genesys Cloud name. The footer says Your organization uses Mediabriz to manage Genesys Cloud sign-ins. The page follows the browser language (English, Spanish, Italian, Portuguese, Polish, German, French or Hebrew), and users can choose another language on the page. It works on phones and tablets, with a keyboard, and with screen readers.

The page never shows how many licenses are in use, or which policy applied to a sign-in. Your custom message appears under the page's own message.

• Ready to sign in: Continue to Genesys Cloud. If the page asks for a Login ID, the user enters it and selects Continue. The page remembers the last ID in that browser, with Not you? to clear it.
• Admitted: Opening Genesys Cloud…, then Genesys Cloud (or the address you chose). With Other Genesys Cloud app, the "cleared to sign in" screen. Reloading the page within 15 minutes of being let in (concurrent users or hours) shows You're cleared to sign in. again instead of the sign-in step, as long as the user came online or their place is still reserved: with Open Genesys Cloud for the workspace or a custom domain, and with Not you? Sign in again when the page asks for a Login ID. This does not reserve another place.
• Licensed capacity fully in use (concurrent users): All of your organization's licenses are in use right now.
• Licensed hours fully in use: Your organization's licensed hours for this billing period are fully in use. Contact your administrator.
• Licensed capacity fully in use (unique users): Sign-in isn't available right now. Make sure you entered the email address you use for Genesys, or try again later. With your own Login ID label: Sign-in isn't available right now. Check what you entered, or try again later.
• When the page asks a user to try again: Try again counts down from 60 seconds (Try again in 60 seconds), then checks again in one press. Reloading the page does not skip the wait, and a retry during it is not a new attempt. If the user typed a Login ID or email, the page shows it under the field's name, so a wrong or someone else's saved ID is easy to spot. Under it, Use a different email address (or Change what you entered, with your own Login ID label) lets them correct it and check again at once. In Monitor everyone is let in, so there is no wait.
• Outside your allowed networks: You can't sign in from this network. Contact your administrator.
• Too many attempts: Too many attempts. Wait a minute, then try again.
• Genesys Cloud cannot be reached: There's a temporary problem connecting to Genesys Cloud., and the page sends the user on to Genesys Cloud.
• The page cannot check right now: We couldn't check right now. with Try again. From the second failure in a row, a browser that signed in through the page before is also offered Continue to Genesys Cloud, and others see The Mediabriz sign-in service isn't available right now. Please open Genesys Cloud directly, or the workspace you normally use, such as Salesforce or ServiceNow. with Open Genesys Cloud, which opens the Genesys Cloud sign-in page where users can change their region.
• Wrong address, a private link without its key, or an old private link: This sign-in link isn't valid., with Ask your administrator for the current Genesys Cloud sign-in link. on a quieter line under it. The page offers no way on to Genesys Cloud.

License Manager in Insights

When the mode is Monitor or Apply policy, Mediabriz Insights has a License Manager section. With Mediabriz Conversation Intelligence, it sits in the row at the top with Analytics and Actions. An organization that uses License Manager without Mediabriz Conversation Intelligence sees only this section.

Highlights, at the top of the section, shows up to three small cards:

• Use of licensed capacity, now. Concurrent users: "Online now: 92% of licensed capacity (46 of 50)." Without a concurrent licensed capacity, the license type counted online that is closest to its licensed capacity, for example "Communicate: 80% of licensed capacity (8 of 10, online now)."
• Use this period. Unique users: "Unique users this period: 93% of licensed capacity (140 of 150)." Logged-in hours: "Hours this period: 30% of licensed hours (120 of 400)." Otherwise, the license type counted per period that is closest to its licensed capacity, for example "CX Cloud from Genesys and Salesforce: 80% of licensed capacity (8 of 10, unique this period)."
• Login exceptions, when the page asks for a Login ID: "Login exceptions in the last 30 days: 91. Most common reason: Used the login page, never came online (59%)." If some days that are due have no report, the card adds "Days with a report: 27 of 29." Today, and yesterday until its report is built, are not due yet and are not counted as missing. With none: "No login exceptions in the last 30 days."

A use card is highlighted from 90% of its licensed capacity, and the first two cards show only while the count is up to date.

Under Highlights:

• The count. Concurrent users: "Online now: 182 of 200 licensed". Unique users: "Unique users this period: 140 of 150 licensed". Logged-in hours: "Hours this period: 1510.25 of 2000".
• Counts, a labeled row under it, says what is counted. Concurrent users: "Users with a Genesys Cloud CX license who are online at the same time. Hourly Interacting users aren't counted." Unique users: "Each user with a Genesys Cloud CX license who comes online in the billing period, once per period. Hourly Interacting users aren't counted." Logged-in hours: "The hours your users are logged in to Genesys Cloud in the billing period." For unique users and logged-in hours, the period is under the count, for example "15 Oct to 14 Nov (UTC)".
• Mode, the next row: the mode as a small badge, then what it does. Monitor: "All users can sign in, but only from your allowed networks if you set any. Usage above licensed capacity is recorded, and alerts are still sent." Apply policy: "When licensed capacity is fully in use, the login page asks new users to try again shortly."
• License type policy, under its own heading: one line per type, for example "CX Cloud from Genesys and Salesforce: 8 of 10 licensed (unique this period)".
• A licensing model that doesn't match your billing, as a warning, for example "Genesys bills this organization for users online at the same time, but the licensing model is set to unique users this period. Open the License Manager tab in Mediabriz Organization settings and save to fix it."
• At the bottom, under a line: Last updated with the time, and "Licensed capacity and policy are set in Mediabriz Organization settings, on the License Manager tab."
• Before the first count: The first count has not come in yet. If Genesys Cloud cannot be read: Not updating since the time of the last count, then can't read Genesys. If license data cannot be read: Counting all users: license data not readable.

Last updated is when Mediabriz last read Genesys Cloud. Mediabriz reads it on its own, whether or not anyone uses the login page: every 30 seconds to 30 minutes, more often near licensed capacity, so on a quiet day the time can be up to 30 minutes ago. Logged-in hours are totaled once a day, shortly after midnight UTC, through the last full hour. The section checks for new numbers about once a minute while it is open. It is hidden when the mode is Off. An organization that uses License Manager without Mediabriz Conversation Intelligence then sees License Manager is off and Usage shows here when License Manager is set to Monitor or Apply policy in Mediabriz Organization settings.

The Login exceptions report

When the page asks for a Login ID, the License Manager section in Insights also shows Login exceptions: a daily comparison of who came online in Genesys Cloud with who came through the login page. It catches anyone who opens Genesys Cloud without the page: a bookmark, the desktop app, Salesforce or another CRM, or a single sign-on portal.

The report also runs when you set a policy only for license types, or use licensed hours, as long as Ask for Login ID is on.

How the Login ID is matched. Once a day, each Login ID is compared with your Genesys Cloud users: their email or user name, other email addresses on their profile, their employee ID, and an external ID your identity provider added through SCIM. Upper and lower case and extra spaces do not matter, and a DOMAIN\ prefix is ignored. If nothing matches exactly, the part before @ is compared with users' email addresses, but only when it fits exactly one user. Mediabriz never guesses: an ID that fits no user, or more than one user, shows as Login ID not recognized.

With single sign-on, the name a user types at the identity provider may not be stored in Genesys Cloud at all. For example, a Windows account name matches only if you store it as the employee ID, by hand or through SCIM.

What the report shows:

• A Daily trend chart for the last 7, 30 or 90 days, with the days in the report time zone (for example Days in UTC). A day without a report is hatched, and the legend then adds No report. Today, and yesterday until its report is built, are an empty dashed bar, Not ready yet in the legend. Select a day to see its list.
• For the day you pick, the report's state, for example Report for 31 Oct ready at 11:53 (UTC), Still processing, Report not ready yet, No report for this day, Not available: can't read Genesys analytics or License data not readable: all users included. Under it, Admissions with a Login ID: 40. Counted users who came online: 38.
• A table with User (the name, with the user's Genesys email under it), Day, Genesys first online, Login page (when the page let them in, or None), Network and Reason. Network is the network the sign-in on the login page came from, shown as its first three numbers for IPv4 (203.0.113.0/24) or first three groups for IPv6 (2001:db8:1::/48), never a full address. It is empty for Came online without the login page, since that sign-in did not go through the page, and on rows from before the column was added.
• Day (click anywhere in the field to open the calendar), Today, Yesterday, Last 7 days, Last 30 days or Last 90 days, a Reason filter, Search by name, email or exact Login ID, Sort by time or Sort by user, and Previous and Next pages.
• Export CSV downloads the rows the table shows, across all pages, up to 20,000 rows. The file has Email and Network columns and contains names, emails, networks and what users typed, so store it under your own data policy.
• With no rows, the table says No exceptions on these dates., or Nothing matches this filter on these dates. when the Reason filter or Search leaves nothing to show.

Good to know:

• Each day is ready about 2 hours after it ends in the report time zone, so the latest report is for yesterday. Until then, today and yesterday show Report not ready yet. If Genesys Cloud analytics is not ready, Mediabriz tries again every hour and shows Still processing; after a day of trying, Not available: can't read Genesys analytics. The report does not change any count, billing period or alert.
• Users who are not counted (no CX license, or Hourly Interacting) do not appear.
• Several devices count as one user. Only the first sign-in of the day is checked.
• Mediabriz keeps the typed IDs and the daily list of exceptions for 90 days. Only admins with Insights access can see or export them.

Alerts

With Send an email when licensed capacity is fully in use selected, Mediabriz emails the alert address. Every subject starts with License Manager:, so you can filter on it.

• Concurrent users (subject License Manager: concurrent licenses fully in use): when licensed capacity is fully in use, or when someone starts a sign-in on the page while it is, in Monitor or Apply policy. At most one email an hour and 6 a day.
• Unique users (for example License Manager: 90% of licensed unique users): at 80%, 90% and 100% of licensed capacity, once each per billing period.
• Logged-in hours (for example License Manager: 90% of licensed hours): at 75%, 90% and 100% of licensed hours, once each per billing period.
• License type policy (for example License Manager: Communicate fully in use, or with unique users License Manager: Communicate reached 90%): when the type is fully in use, by the same rules, whether the row is set to Alert or Apply policy. The email names the type and the count, never the users.
• The licensing model doesn't match your Genesys billing (subject License Manager: licensing model doesn't match your Genesys billing), in Monitor or Apply policy: once, until the model is fixed, even with Send an email when licensed capacity is fully in use cleared. It says what Genesys bills, what is saved and the effect, and to open Settings and save. If Genesys bills concurrent users and the licensing model is set to unique users in Apply policy, it also suggests switching from Apply policy to Monitor until it is fixed.
• Mediabriz cannot read Genesys Cloud (subject License Manager: can't read Genesys Cloud), or cannot read license data (subject License Manager: license data not readable).
• A network keeps reserving sign-in places that are never used (subject License Manager: sign-ins reserved but not used). The email names the network and suggests allowed networks, a private link, or Monitor.

When Genesys Cloud can't be read

A problem reading Genesys Cloud never keeps users from signing in. If the connection stops working after it worked, or the count is too old to trust, the page lets everyone on your allowed networks in and records it, Insights shows Not updating since the time of the last count, then can't read Genesys, and the alert address gets an email. If only license data cannot be read, Mediabriz counts every online user until that is fixed, and Insights and Settings show Counting all users: license data not readable. Select Verify connection in Settings to check the role and the client. If Genesys Cloud does not respond, Settings says Genesys Cloud did not respond. Sign-ins are being let in. and offers Retry.

Good to know

• Users can still open Genesys Cloud directly. The desktop app, the mobile app, a bookmark, the Genesys Cloud browser extension opened on its own, and CRM integrations bypass the page. They are counted, but the policy does not apply to them. There is no Genesys Cloud setting that lets Mediabriz apply a policy outside the page, so making the page the normal way in is up to your organization.
• Running sessions are never cut off. Apply policy applies only to a new sign-in from the page. When licensed capacity or licensed hours are fully in use, no one is signed out.
• The count is not instant. Mediabriz reads Genesys Cloud every 30 seconds to 30 minutes, more often as you get close to licensed capacity or when many users are signing in. A user who signs in directly between reads can take you briefly over licensed capacity.
• Login IDs are not verified. The page trusts what the user types. Genesys Cloud counts whoever actually signs in, and the Login exceptions report shows where the two do not match.
• License changes take time. A change to a user's licenses, or to their Hourly Interacting designation, is picked up within a few hours, sooner when you are close to licensed capacity.

FAQ

Will this sign anyone out? No. Users who are already signed in are not affected.

What if Mediabriz is down or cannot reach Genesys Cloud? The page lets everyone on your allowed networks in, and we email the alert address. If Verify connection says the client is missing or no longer accepted, select Reconnect.

Does opening the page reserve a place? No. A place is reserved only when the user is let in. Opening, reloading or being asked to try again does not count.

Someone was let in and never finished signing in. Is the place still reserved? Yes, for up to 5 minutes, so a typical single sign-on or MFA prompt does not lose it. After that, the place is free again.

A browser crashed right after sign-in. Will they have to wait? If they open the page again in the same browser within 15 minutes of being let in, they go straight back in.

We all share one internet address. Is that a problem? No. A shift change from one office address is normal traffic for the page.

Can anyone outside our organization open the page? Anyone with the link can open it. Use Allowed networks, a private link, or both.

Unique users: who still gets in when licensed capacity is fully in use? Users already counted in this billing period, and users who are not counted (no CX license, or Hourly Interacting).

What if I change a user's Hourly Interacting designation during the billing period? Genesys Cloud applies a change to or from Hourly Interacting to the whole current billing period, and Mediabriz follows that. With unique users, a user you make Hourly Interacting stops counting for this period. A user you take off Hourly Interacting counts for the whole period, even if they do not sign in again, which can take you over licensed capacity. The 100% alert tells you.

Can I change the page address? The name in the address stays the same, so shared links keep working. You can add a private key, and change it later with Replace key.

Can I use a different custom message for each language? No. One message is shown for every language.

Where is our data kept? In your organization's Mediabriz data region, US or EU, together with any other Mediabriz data you have. EU organizations stay in the EU. To count users, we store Genesys Cloud user IDs and license types. When the Login exceptions report is on, what users type is kept encrypted until that day's report is done (7 days at most), and the report itself, with the names, Genesys emails and networks it lists, is kept for 90 days. With the report off, we keep only a one-way code of what was typed. The last Login ID used on the page is remembered only in that browser.

How do we turn it off? Set the mode to Off and select Save, or select Turn off if Genesys is not connected. The page keeps working and sends everyone on, so shared links do not break. To delete the OAuth client Mediabriz created in Genesys Cloud, select Disconnect. The role stays in Genesys Cloud, and an admin can delete it there.

If you have questions, contact Mediabriz support.