State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

4.1 Receiving a Call From a Queue

4.1.1 Go On Queue

4.1.1.1 Notification of Call
4.1.1.2 Ending a Call

4.1.2 Agent Training Call Flow

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

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

To receive calls, you must be on queue. Click the toggle in the top right corner to change your queue status. Select the help button in the bottom left corner of the window for help text specific to this view.

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Publication Number: P-03208