Job Instruction Sheet: Genesys Virtual Side by Side

Date/Version: 08/19/2025 - v.1

Process Owner: CCA

Review Cadence: Annually

Process/Purpose: How to set up side by side & instructions for new hire training in Genesys and visibility of AZCARES case handling/navigation.
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Important Steps (WHAT?)

Key Points

(HOW?)

Artifacts

A logical segment of the operations that advances the work

Important actions in the steps that will: Make or break the job Make the job easier

Sketches, layouts, digital pictures , etc. that will improve understanding of the job

1 Genesys Log in Log in to Genesys  
2 Genesys Settings
  1. Click on your profile picture and click on the settings Preferences at the bottom.
  2. Under Preferences, click on sound
  3. Click on the Audio Device Profile drop down
  4. Click on New Profile
  5. Name your new profile Side by Side
  6. Under System Default for Microphone, select the headphones you are currently using.
  7. Under System Default for Speaker select the Speakers (Realtek(R) Audio)
  8. Under System Default for Notifications select the Speakers (Realtek(R) Audio
  9. Click Save
  
3 Genesys Status
  1. Ensure in Available Status and On Queue to begin receiving interactions.
 
4 Google Meet
  1. Set up and share a Google Meet invite with the trainee.
 
5 Google Meet Set U
  1. In the Google Meet session.
  2. Click on ”Join Google Meet”
  3. Click on “Share Screen”
  4. “Choose What to Share With” when the pop-up comes up
  5. Click on “Entire Screen”
  6. Click on the Entire Screen Mini version of the desktop
  7. Click Share
  8. When done sharing, click “Stop Sharing”.