2.1 Logging on to Agent Desktop
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State of Wisconsin
Department of Health Services

Release 23-03
November 10, 2023

2.1 Logging on to Agent Desktop

(Video instructions available: Logging on to Agent Desktop)

Agents log in to Genesys from the Genesys Portal. These instructions can be used by agents, supervisors, and segment administrators.

To log in to Genesys as an agent:

  1. Open the Genesys Portal with Firefox, Edge, or Chrome. 
  2. Select the Agent Desktop tile to open the log in screen
  3. Complete the Tenant and Username fields with:
    1. Tenant: Enter sowi.mgep.info
    2. Username: Enter your WAMS ID (case sensitive)
    Note: You will use the same Tenant text each time you log in.
  4. Select Next.
  5. Complete the Username and Password fields with your case sensitive WAMS log-in information.
  6. Select Logon.
  7. Enter the place provided by your supervisor. Select Continue.

After logging in, you will be taken to the Connect View Tab (see 3.2 Connect View Tab). Your Genesys phone status appears as Not Ready.

This page last updated in Release Number: 22-01
Release Date: 2/26/2022

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