State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

7.5 Agent Accounts

7.5.1 Requesting Access for a New Agent

Access to Genesys Cloud CX for new agents are created by the Genesys Cloud Support team. 

To request access for a new agent: 

1. Complete the Genesys Cloud CX Provisioning Sheet. 
   1. Supervisors can request Agent in Training for new agents, allowing them to monitor other agents’ calls for the purpose of training. 

      Note	To request a copy of the Genesys Cloud CX Provisioning Sheet email dhsgenesyscloudproject@dhs.wisconsin.gov.

2. The supervisor or local administrator emails the completed document to: helpdesk@wi.gov. For instructions on opening a ticket see SECTION 11.2.2 OPENING A TICKET. 

After the agent has been added the agent receives a Welcome to Genesys Cloud email informing them their access has been granted. 

7.5.2 Setting an Agent Account Status to Inactive or Delete

Demo Video

Setting an Agent Account Status to Inactive or Delete

The People page allows adding and removing agents or edit settings by individual. The status of one or more agents can be set to inactive or deleted. Inactive agents can’t log into Genesys. Deleted agents are removed from the organization.

To access this page:

1. Click the Menu button.
2. Click User Management, then click Users.
3. Find the agent’s name from the list or use the Search field to find the agent.
4. Click the three dots next to the agent to be modified. 
5. In the pop-up menu that appears click Set Inactive or Delete Person. 
   
6. In the Change State pop-up window, select a Reason for state change if Set Inactive or Delete Person is selected.
7. Click Save.
   

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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