State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

7 Supervisors

7.1. Call Supervision

7.2 Quality Management

Genesys provides multiple screens and functions to support supervisors in their tasks. In addition to taking calls, supervisors can: 

• Supervise calls 
• Review and manage for quality 
• View and customize reports (coming soon) 

The Internal ID is only used for accessing Interaction Recording and Platform Administration. This password is set by first logging in to Platform Administration from the Genesys Portal.

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Publication Number: P-03208