1 Introduction to Genesys

(Video instructions available: Introduction to Genesys)

Genesys is the cloud-based call management system used by IM workers to receive, make, and transfer calls, and listen to voicemail. Genesys is an online platform that does not require users to download anything to their computers. This guide explains the Agent Desktop, Designer, Interaction Recording, Platform Administration, and Reporting tiles in the application that enable call center functions.

The Genesys User Guide is organized by sections:

Sections 1 through 6: Overview of general agent capabilities that any user can do
Section 7: Overview of supervisor capabilities
Section 8: Overview of segment administrator capabilities
Section 9: Overview of reporting
Section 10: Overview of local passwords
Section 11: Troubleshooting solutions for Genesys

This page last updated in Release Number: 23-03
Release Date: 11/10/2023
Effective Date: 11/10/2023

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208