Token Calculator

studies/202512_GenesysCX/ctm-token-calculator/tokencalc/defaults.py

@@ -29,8 +29,8 @@ DEFAULT_DISCOUNT_RATE = 0.08
 #: analysis horizon in the P&L. ESTIMATED — confirm with delivery team.
 DEFAULT_IMPLEMENTATION_COST = 0.0
 
-_GENESYS_TOKEN_FAQ = (
-    "https://help.mypurecloud.com/articles/genesys-cloud-ai-experience-tokens-faqs/"
+_GENESYS_TOKEN_METERS = (
+    "https://help.genesys.cloud/articles/genesys-cloud-tokens-model/"
 )
 
 # ── Token meters ─────────────────────────────────────────────────────
@@ -41,6 +41,7 @@ _GENESYS_TOKEN_FAQ = (
 DEFAULT_METERS: dict[str, TokenMeter] = {
     m.feature: m
     for m in [
+        # ── Voice / Bot ───────────────────────────────────────────────
         TokenMeter(
             feature="Voice Bot",
             meter_type=MeterType.PER_MINUTE,
@@ -48,16 +49,26 @@ DEFAULT_METERS: dict[str, TokenMeter] = {
             tokens_per_unit=1 / 17,  # 0.0588
             confidence=Confidence.CONFIRMED,
             notes="IVR self-service voice bot minutes; 17 min per token.",
-            source_url=_GENESYS_TOKEN_FAQ,
+            source_url=_GENESYS_TOKEN_METERS,
         ),
+        TokenMeter(
+            feature="Digital Bot",
+            meter_type=MeterType.PER_INTERACTION,
+            units_per_token=51.0,
+            tokens_per_unit=1 / 51,  # 0.0196
+            confidence=Confidence.CONFIRMED,
+            notes="Digital (non-voice) bot sessions; 51 sessions per token.",
+            source_url=_GENESYS_TOKEN_METERS,
+        ),
+        # ── Virtual Agent ─────────────────────────────────────────────
         TokenMeter(
             feature="Virtual Agent (legacy)",
             meter_type=MeterType.PER_INTERACTION,
             units_per_token=2.0,
             tokens_per_unit=0.5,
             confidence=Confidence.CONFIRMED,
-            notes="Legacy (non-agentic) virtual agent; 2 interactions per token.",
-            source_url=_GENESYS_TOKEN_FAQ,
+            notes="Legacy (non-agentic) virtual agent; 0.5 tokens per interaction.",
+            source_url=_GENESYS_TOKEN_METERS,
         ),
         TokenMeter(
             feature="Agentic Virtual Agent",
@@ -66,7 +77,42 @@ DEFAULT_METERS: dict[str, TokenMeter] = {
             tokens_per_unit=1.2,
             confidence=Confidence.CONFIRMED,
             notes="Agentic VA; 1.2 tokens per interaction.",
-            source_url=_GENESYS_TOKEN_FAQ,
+            source_url=_GENESYS_TOKEN_METERS,
+        ),
+        # ── Agent Copilot (named vs concurrent) ───────────────────────
+        TokenMeter(
+            feature="Agent Copilot [named]",
+            meter_type=MeterType.PER_USER_PER_MONTH,
+            units_per_token=0.0,
+            tokens_per_unit=40.0,
+            confidence=Confidence.CONFIRMED,
+            notes=(
+                "40 tokens per named user per month. Includes interaction "
+                "summarization (covers AI Summary & Insights)."
+            ),
+            source_url=_GENESYS_TOKEN_METERS,
+        ),
+        TokenMeter(
+            feature="Agent Copilot [concurrent]",
+            meter_type=MeterType.PER_USER_PER_MONTH,
+            units_per_token=0.0,
+            tokens_per_unit=60.0,
+            confidence=Confidence.CONFIRMED,
+            notes=(
+                "60 tokens per concurrent user per month. Includes interaction "
+                "summarization (covers AI Summary & Insights)."
+            ),
+            source_url=_GENESYS_TOKEN_METERS,
+        ),
+        # ── AI Quality / Analytics ────────────────────────────────────
+        TokenMeter(
+            feature="AI Scoring",
+            meter_type=MeterType.PER_INTERACTION,
+            units_per_token=20.0,
+            tokens_per_unit=0.05,
+            confidence=Confidence.CONFIRMED,
+            notes="AI-scored quality evaluations; 20 evaluations per token.",
+            source_url=_GENESYS_TOKEN_METERS,
         ),
         TokenMeter(
             feature="AI Summary & Insights",
@@ -78,16 +124,50 @@ DEFAULT_METERS: dict[str, TokenMeter] = {
                 "Supervisor standalone summarization; 50 summaries per token. "
                 "NOT metered where Agent Copilot is assigned — see cost model."
             ),
-            source_url=_GENESYS_TOKEN_FAQ,
+            source_url=_GENESYS_TOKEN_METERS,
         ),
+        # ── Speech & Text Analytics (named vs concurrent) ─────────────
+        TokenMeter(
+            feature="Speech & Text Analytics [named]",
+            meter_type=MeterType.PER_USER_PER_MONTH,
+            units_per_token=0.0,
+            tokens_per_unit=30.0,
+            confidence=Confidence.CONFIRMED,
+            notes="STA named licence; 30 tokens per named user per month.",
+            source_url=_GENESYS_TOKEN_METERS,
+        ),
+        TokenMeter(
+            feature="Speech & Text Analytics [concurrent]",
+            meter_type=MeterType.PER_USER_PER_MONTH,
+            units_per_token=0.0,
+            tokens_per_unit=45.0,
+            confidence=Confidence.CONFIRMED,
+            notes="STA concurrent licence; 45 tokens per concurrent user per month.",
+            source_url=_GENESYS_TOKEN_METERS,
+        ),
+        # ── Routing / Engagement ──────────────────────────────────────
+        TokenMeter(
+            feature="Predictive Routing",
+            meter_type=MeterType.PER_INTERACTION,
+            units_per_token=17.0,
+            tokens_per_unit=1 / 17,  # 0.0588
+            confidence=Confidence.CONFIRMED,
+            notes="Predictive routing; 17 routes per token.",
+            source_url=_GENESYS_TOKEN_METERS,
+        ),
+        # ── Messaging ─────────────────────────────────────────────────
         TokenMeter(
             feature="Direct Messaging",
             meter_type=MeterType.PER_MESSAGE,
             units_per_token=400.0,
             tokens_per_unit=0.0025,
             confidence=Confidence.CONFIRMED,
-            notes="FB/IG/WhatsApp messages; 400 messages per token.",
-            source_url=_GENESYS_TOKEN_FAQ,
+            notes=(
+                "Apple Messages for Business, Facebook Messenger, Instagram DM, "
+                "WhatsApp, and X (Twitter) DM; 400 inbound or outbound messages "
+                "per token. Additional carrier charges apply for WhatsApp and X."
+            ),
+            source_url=_GENESYS_TOKEN_METERS,
         ),
         TokenMeter(
             feature="Social Listening",
@@ -95,8 +175,8 @@ DEFAULT_METERS: dict[str, TokenMeter] = {
             units_per_token=400.0,
             tokens_per_unit=0.0025,
             confidence=Confidence.CONFIRMED,
-            notes="400 messages per token.",
-            source_url=_GENESYS_TOKEN_FAQ,
+            notes="Genesys Cloud Social; 400 social post ingestions per channel per token.",
+            source_url=_GENESYS_TOKEN_METERS,
         ),
         TokenMeter(
             feature="Social Responses",
@@ -104,53 +184,48 @@ DEFAULT_METERS: dict[str, TokenMeter] = {
             units_per_token=400.0,
             tokens_per_unit=0.0025,
             confidence=Confidence.CONFIRMED,
-            notes="400 messages per token.",
-            source_url=_GENESYS_TOKEN_FAQ,
+            notes="Social Post Responses; 400 outbound messages per channel per token.",
+            source_url=_GENESYS_TOKEN_METERS,
         ),
+        # ── Language / Translation ────────────────────────────────────
         TokenMeter(
-            feature="Speech & Text Analytics",
-            meter_type=MeterType.PER_USER_PER_MONTH,
-            units_per_token=0.0,  # n/a for per-user meters
-            tokens_per_unit=30.0,
+            feature="AI Translate",
+            meter_type=MeterType.PER_INTERACTION,
+            units_per_token=2.0,
+            tokens_per_unit=0.5,
             confidence=Confidence.CONFIRMED,
-            notes="STA: 30 tokens per named user per month.",
-            source_url=_GENESYS_TOKEN_FAQ,
+            notes="AI translation; 2 translations per token.",
+            source_url=_GENESYS_TOKEN_METERS,
         ),
+        # ── Genesys Cloud Copilot ─────────────────────────────────────
         TokenMeter(
-            feature="Agent Copilot",
-            meter_type=MeterType.PER_USER_PER_MONTH,
-            units_per_token=0.0,
-            tokens_per_unit=40.0,
+            feature="Genesys Cloud Copilot",
+            meter_type=MeterType.PER_INTERACTION,
+            units_per_token=20.0,
+            tokens_per_unit=0.05,
             confidence=Confidence.CONFIRMED,
             notes=(
-                "40 tokens per named user per month. Includes interaction "
-                "summarization (covers AI Summary & Insights)."
+                "20 AI actions per token; Genesys Cloud knowledge queries "
+                "are not charged."
             ),
-            source_url=_GENESYS_TOKEN_FAQ,
+            source_url=_GENESYS_TOKEN_METERS,
         ),
+        # ── Email AI (rates not yet published) ────────────────────────
         TokenMeter(
             feature="Email AI (Auto-Suggest)",
             meter_type=MeterType.PER_USER_PER_MONTH,
             units_per_token=0.0,
-            tokens_per_unit=30.0,  # TBD — working default
+            tokens_per_unit=0.0,
             confidence=Confidence.UNKNOWN,
-            notes="Rate not yet sourced. Working default 30 tokens/user/month.",
+            notes="Requires Agent Copilot. Token rate not yet published.",
         ),
         TokenMeter(
             feature="Email AI (Auto-Respond)",
             meter_type=MeterType.PER_MESSAGE,
-            units_per_token=2.0,  # TBD
-            tokens_per_unit=0.5,  # TBD — working default
-            confidence=Confidence.UNKNOWN,
-            notes="Rate not yet sourced. Working default 0.5 tokens/message.",
-        ),
-        TokenMeter(
-            feature="AI Translate",
-            meter_type=MeterType.PER_USER_PER_MONTH,
             units_per_token=0.0,
-            tokens_per_unit=20.0,  # TBD — working default
+            tokens_per_unit=0.0,
             confidence=Confidence.UNKNOWN,
-            notes="Rate not yet sourced. Working default 20 tokens/user/month.",
+            notes="Feature not yet available; rate TBD.",
         ),
     ]
 }
@@ -342,14 +417,13 @@ CTM_DEFAULT_FEATURE_SCOPES: list[FeatureScope] = [
     FeatureScope("Voice Bot", ALL_SITE_NAMES, phase=1, adoption_curve=_RAMP),
     FeatureScope("Agentic Virtual Agent", ["NAM", "EMEA"], phase=2,
                  adoption_curve={2: 0.70, 3: 1.0}),
-    FeatureScope("Speech & Text Analytics", ALL_SITE_NAMES, phase=1),
-    FeatureScope("Agent Copilot", ALL_SITE_NAMES, phase=1),
+    # CTM has named licences — use the [named] variant for both STA and Copilot.
+    FeatureScope("Speech & Text Analytics [named]", ALL_SITE_NAMES, phase=1),
+    FeatureScope("Agent Copilot [named]", ALL_SITE_NAMES, phase=1),
     FeatureScope("AI Summary & Insights", ALL_SITE_NAMES, phase=1,
                  adoption_curve=_RAMP),
     FeatureScope("Direct Messaging", ALL_SITE_NAMES, phase=1, adoption_curve=_RAMP),
     FeatureScope("Email AI (Auto-Suggest)", ["NAM", "EMEA"], phase=2),
-    FeatureScope("Email AI (Auto-Respond)", ["NAM", "EMEA"], phase=2,
-                 adoption_curve={2: 0.70, 3: 1.0}),
     FeatureScope("AI Translate",
                  ["APAC HK", "APAC SG", "APAC SH", "APAC GZ", "APAC JP", "APAC TW"],
                  phase=3),