Genesys Onboarding and Offboarding

Onboarding / Offboarding Scenarios

Confirm if user exists in Genesys already and active, if not then follow Adding a User Step. Add a note in the ticket that the user has been reactivated and they should consult WFM to ensure they are in the correct schedule and groups.

Select the correct organization from the dropdown in the Genesys user provisioning tool.
Choose “onboard new users” and “create a new phone” if needed.
Enter the user’s email address, first and last name (copy directly to avoid errors).
Set the department (e.g., Customer Service) and alias (first name + initial).
Assign the user to the appropriate group (e.g., agents group), remove from training group, and enable auto-answer if required.
Submit the form to provision the user.
If request was to add a user based on a ticket, create a related request or incident in ServiceNow for tracking and mark it done.
Mark the onboarding task as closed once complete.

In the provisioning tool, select the correct organization.
Choose “offboard user” and enter the user’s email address.
Select the reason for removal (e.g., unknown if not specified).
Submit the form to offboard the user.
If the user is already deactivated, confirm in the org and ensure all roles are removed.
Mark the offboarding task as closed or skipped if the user is not a Genesys user.
Process offboardings at the end of the business day to handle batches efficiently. 2

Always use the user’s email address to avoid confusion with similar names.
Only Genesys users are supported; non-Genesys users should be marked as skipped.
For errors (e.g., user already deactivated), verify in the org and retry if necessary.
Documented APIs are used; this is a temporary solution until full automation in ServiceNow is available.