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State of Wisconsin |
Genesys Cloud CX |
Release 25-01 |
Tickets opened with the Wisconsin Help Desk are prioritized base on impact to the call center. The chart below describes how tickets are prioritized and what the target response time is for the support team.
| Issue | Definition of Issue | Target Response Team |
| Critical | Renders entire system unusable with no workaround. | Immediate |
| High | Issues that have significant repercussions but do not cause the whole system unusable. Multiple users, or multiple locations are unable to receive or make calls, having significant effect on a call center’s ability to operate. Application outage affecting multiple users. | Immediate |
| Normal | Little or no obstruction to operations of a call center. Single users, single location unable to receive or make calls. | Same day next day |
| Low | Routine support requests that do not affect any users’ ability to receive or make calls. | Prioritized against other work according to deadlines, importance, etc. |
Other Requests
User Adds: Target response time is approximately three to five business days.
User Edits and Deactivations: Target response time is ASAP. If a deactivation is critical for security, please escalate. See Section 11.1.3 Escalation Process.
This page last updated in Release Number: 24-01
Release Date:12/18/2024
Effective Date: 12/18//2024
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