State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

3.1 Introduction to the User Interface

Demo Video

User Interface

3.1.1 Toolbar

The toolbar on the user interface features a collapsible and expandable menu button, a global search feature, and additional buttons for help, making internal calls, accessing the agent workspace, going On Queue or Off Queue, and viewing the user profile.

Menu – Click the Menu button to access other features such as, directory, performance workspace, and to access administrative functions. See section 3.1.2 Collapsable and Expandable Menu for more information. 

Global Search – Enter a search for pages, users, groups, and locations. 

Help – From any page select the help button for help text specific to the current page or to search help. 

Calls – Click the Calls button to see call history, make internal calls, access voicemails and recordings, phone details, and phone settings. For more information on making an internal call, see Section 4.2.1.1 Making an Internal Call. 

Inbox – Click the Inbox button to view or download reporting that has been previously exported or scheduled. 

Agent Workspace – Click the Agent Workspace button to receive calls and to make external calls. See section 4.2.2 External Calls for more information. 

Off Queue/On Queue – Click this toggle to the left or right to go Off Queue or On Queue. See section 4.1.1 Go On Queue for more information. 

Agent Avatar – Click the agent avatar to update availability status, profile preferences, change phone, and log out. The green Available status means the agent is not On Queue for calls and is available for calls within the designated business area. If the status is set to Available, calls or voicemail are not received from the queue. The status changes to On Queue when the Off Queue toggle is moved to the right. For guidance on when to use Busy, Away, Break, Meal, and other statuses, consult a supervisor.

3.1.2 Collapsible and Expandable Menu

Click the Menu button to expand the menu.

Select items from the menu or click the X to close the menu. 

Profile: Use this to view or edit your public profile.

Workspace: Use this to take calls, make outbound external calls, and complete an automated telephonic signature (ATS). Also accessible via the Agent Workspace button. 

Contacts: Use this to view external contacts and organizations. 

Analytics: Use this to view performance and reporting. 

Orchestration (Admins only): Use this to manage and create business events, set holidays, and to view closed schedules.  

• Emergency Groups
• Operating Schedules (Read Only)
• Operation Schedules Group

User Management: Use this to manage user accounts, assign and unassign users to a queue, manage a user’s ACD skills and languages, and to view the user directory.  

• User (Admins only) 
• Queues (Admins only)
• ACD Skills and Languages (Admins only)
• User Directory

Note	The Activity option is not used.

3.1.2.1 External Contacts

External contacts are contacts that do not have Genesys Cloud IDs. Use these instructions to view, create, call, view interactions, and add notes for external contacts. 

Note	All external contacts created are visible to the entire organization.

1. Click the Menu button.
2. Click Contacts, then click External Contacts and Organizations.
3. Click the Add button to add an external contact.
4. Click the phone button to the right of an external contact to call them. 
   
5. Click their name to view interactions with the contact.
6. Click Edit Contact to edit the contact and add notes. 
   

3.1.2.2 User Directory

Use these instructions to view the user directory. 

1. Click the Menu button.
2. Click User Management and then User Directory. 
3. Filter the contacts by all, people, groups, or locations. Click the star to the right of an entry to add it as a favorite.

Note	Filtering by favorites is expected in a future release.

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Publication Number: P-03208