11 Troubleshooting

11.1.1 Who Should Submit a Ticket?
11.1.2 Opening a Ticket
11.1.3 Escalation Process
11.1.4 Prioritization

This section is for troubleshooting problems with Genesys. It is updated as new issues are reported.

If you run into an issue:

If you run into an issue:
1. Make sure you’ve completed all trainings relevant to your role (agent, supervisor, local admin).
  1. IM worker trainings are on the Learning Center. Agent
    1. Genesys Cloud Agent Introduction_DMS_BEOT
    2. Genesys Cloud Logging In and Out_DMS_BEOT
    3. Genesys Cloud Overview_DMS_BEOT
    4. Genesys Cloud Status Selection_DMS_BEOT
    5. Genesys Cloud Receiving a Call_DMS_BEOT
    6. Genesys Cloud Making a Call_DMS_BEOT
    7. Genesys Cloud Call Handling_DMS_BEOT
    8. Genesys Cloud Queue Voicemail_DMS_BEOT
    9. Genesys Cloud Interaction History_DMS_BEOT
    10. Genesys Cloud Agent Workbook_DMS_BEOT
    11. Genesys Cloud Automated Telephonic Signatures_DMS_BEOT
  2. Supervisor
    1. Genesys Cloud Supervisor Introduction_DMS_BEOT
    2. Genesys Cloud Call Supervision_DMS_BEOT
    3. Genesys Cloud Performance Overview_DMS_BEOT
  3. Administrator
    1. Genesys Cloud Administrator Introduction_DMS_BEOT
    2. Genesys Cloud Administrator User Accounts_DMS_BEOT
    3. Genesys Cloud Administrator Business Events_DMS_BEOT
2. All others should use the links on the Systems Gateway Page.
Check if the issue and resolution is provided in this section or in this user guide.
If the issue is not in either, see Section 11.1 Submitting a Genesys Support Ticket, for instructions on how to open a ticket and if the issue needs to be escalated.

This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025

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