Genesys and Current Process

Step 1: Login and go “on queue”

Step 2: Answer the incoming call (step by step instructions found in Genesys User Guide)

Step 3: Copy the DCN from Genesys.

Step 4: Add the case to Current

Step 5: Add the Activity in Current

Step 6: Claim the Case in Current

Step 7: Follow call screening SOP and work the case

Step 8: Add an outcome to Current

Step 9: When the call is over, disconnect it in Genesys

Step 10: Complete the document Template and Upload

Step 11: Select done in Current

Step 12: Choose the appropriate wrap up code for the call in Genesys

Step 13: When you are ready for another call select “done” in Genesys. Do not change your status or go into Available until you click Done.

To get step by step directions review the Genesys User Guide or the Current User Guide