The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type. Reference: https://help.mypurecloud.com/articles/about-licenses/ https://help.mypurecloud.com/articles/assign-licenses-to-users/