Genesys Cloud Telephone System Access, Training, and Support

Access (new or modified access)

Access must be requested, it is not granted automatically.  Submit a Get Access request.

Category: All (do not select IT Resources)
Resource: Genesys - Select the Genesys listing for your department.  
        Do NOT select "Genesys - Information Technology" unless you are an IT Service Desk employee.
Roles : (Select Applicable Role)

• Agent (Answer phone calls, activate queues)
• Administrator (Create Users, Roles, manage queues. etc)
• Quality Manager & Recorder (View Recordings, rate calls)
• Supervisor (Create Reports, Metrics, Dashboards)

Description:  Include the queues needed any comments or justification.
 

Login:  utrgv.edu/genesys 

• Select "Microsoft" at the bottom of the login box.  Otherwise, you will not receive incoming calls for your queue(s) and queue activations will not be retained.  
  • Select Collaborate / Communicate.
  • Log in with your UTRGV credentials (email address and password).
• Log out of Genesys before switching computers to avoid hardware profile issues.
   

Training

• Quick Agent Training Video 

• Genesys trainings provided by Avtex (initial training provided).
   
• Genesys Cloud Resource Center - help articles
   

Support

• Genesys Health Status Page  (Check to see if there is a known issue before submitting an Incident.)
• Something broken -  submit an Incident.  If reporting call issues, please include call time, agent email address, customer phone number, and describe the behavior for some of the calls..
• Something new - submit a Service Request.