State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

6.10 Managing an Agent

6.10.1 Logging an Agent Out of Genesys

Demo Video

Logging an Agent Out of Genesys

Supervisors can log an agent out of Genesys, if necessary. A supervisor might log an agent out of Genesys if it’s discovered they forgot to log off at the end of the day or if the agent has a technical issue and can't log out.

The Supervisor must be logged on and assigned as a supervisor for the specific agent or agent group. Also, the agent must be Off Queue before the supervisor can log them out of Genesys. 

To log off an agent:

1. In the Agent Performance or Agent Status view within the Analytics Workspace, click the agent's name, then hover over the agent’s avatar. 
   
2. If the agent is On Queue, click the toggle to take them Off Queue.
3. Click Log off.
   
4. Confirm the log off, and the agent is logged off.
   

6.10.2 Taking an Agent Off Queue

Supervisors can take agents Off Queue.

The Supervisor must be logged on and assigned as a supervisor for the specific agent or agent group. 

To take an agent Off Queue:

1. In the Agent Performance or Agent Status view within the Analytics Workspace, click the agent’s name then hover over the agent's avatar.
2. Click the On Queue toggle, and the agent is taken Off Queue.
   

6.10.3 Activating and Deactivating Agents in a Queue

Demo Video

Activating and Deactivating Agents in a Queue

Administrators and supervisors can activate and deactivate agents in a queue using the Queue Activity view within the Analytics Workspace. 

Active/Activate Agent: An agent who is currently assigned to the queue and is available to receive and handle calls from that queue.

Inactive/Deactivate Agent: An agent who is currently assigned to the queue but is not available to receive or handle calls from that queue.

Note	Agents who are going to be activated or deactivated by a supervisor must be assigned to the queue first by a local administrator.

1. In the Queue Activity view within the Analytics Workspace, click on the queue to activate or deactivate agents.
   
2. The Agent Panel defaults to show the list of agents currently active in the queue.
3. To view inactive agents, click the inactive agents link on the agent panel.
4. Deactivate an agent: 
   1. Click on the three-dot menu to the right of the agent’s information in the active agent list.
   2. Click on deactivate. 
      
5. Activate an agent:
   1. Click on the three-dot menu to the right of the agent’s information in the inactive agent list. 
   2. Click on activate. 
      
6. In both circumstances, a notification appears asking whether to reload the view. Reloading is necessary for the active and inactive agents to display correctly.
   

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Publication Number: P-03208