11.5 Supervisor and Administrator Troubleshooting

Issue	Description	Resolution
Monitor tab in Agent Desktop not visible	Monitor tab is not visible	Submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
Monitor tab in Agent Desktop not visible	Queues or staff not displaying under monitor tab	Submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
Accessing Historical Reporting, Real-time Reporting, or Platform Administration or Designer	Unable to access these applications	Submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
Accessing Interaction Recording	Unable to access Interaction Recording	Before accessing Interaction Recording the user must set up a local password in Platform Administration. See Section 10.1 Setting a Local Password Submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.

This page last updated in Release Number: 23-01
Release Date: 2/25/2023
Effective Date: 2/25/2023

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