State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

4.1.2 Agent Training Call Flow

4.1.2.1 Receiving a Practice Call From the Queue

The agent training call flow is a way for the agent to practice receiving calls from the queue and to familiarize themselves with Genesys Cloud before receiving live calls. Agents can use the training call to practice using the different features in Genesys such as receiving and transferring a call, putting a call on hold, start a conference call, and consult with a call.  

4.1.2.1 Receiving a Practice Call From the Queue

(Video instructions available: Receiving a Practice Call From the Queue)

Each agent is given a five-digit training ID number received from their supervisor, Administrator, or the Genesys Cloud team. The five-digit training ID is required to receive calls from the training queue. 

1. Enter your log in credentials, click Log In.
    
2. Click the Go On Queue button from the Interactions tab or click the Off Queue toggle button to On Queue in the main menu. By default, your status is set to Available (Off Queue) when you first log in. 

   Note	If the agent is assigned to other queues other than the training queue, this could result in live calls.

   
3. Dial 608-893-6918 from a phone other than your agent phone. 
4. Enter your training ID when prompted. 
5. You should receive a call appearing to come from the queue.
6. Do not click the Answer button in Genesys Cloud. Answer your phone. When the call comes in your screen may have different views. If using a WebRTC phone click the Answer button in Genesys Cloud
   
   Click on the Expand button if the Caller Information section is collapsed.
     
   Click on the notes button to see the Caller Information view.
    
7. While on the call, notice the Caller Information section and practice the functionality within the call handling ribbon.
    
8. Once you are comfortable using the features, click on the end call button or hang up the call. 
9. Complete any required after call work and click Done.
    
10. You are On Queue and ready to take another call.
     

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Publication Number: P-03208