7.5.1 Requesting Access for a New Agent
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State of Wisconsin
Department of Health Services

 Genesys Cloud CX

Release 25-02
August 13, 2025

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 11.1.2 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. 

This page last updated in Release Number: 25-02
Release Date:08/13/2025
Effective Date: 08/13/2025

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