Use this guide to assist customers reporting issues with their system by following the outlined troubleshooting steps. If further help is needed, escalate the issue according to the process below.
1. Initial Troubleshooting Steps for System Issues
- Clear Cache and Cookies
Instruct the customer to clear their browser's cache and cookies. - Check for System Updates
Ask them to verify if any system updates are available.- Reminder: Advise them to email the team before performing any updates.
- Close the Browser Completely
Ensure they close the internet browser entirely and restart it. - Restart the Computer
Instruct the customer to restart their computer for the changes to take effect.- Reminder: They should also notify the team before restarting.
2. If Issue Persists
If the issue continues after the above steps have been completed multiple times, proceed with the following steps:
- Send an Email Notification
Advise the customer to send an email to the team at list-forte-custserv-list@csgi.com with details of the ongoing issue. - Contact the Help Desk
- Phone Number: 866-599-2252
- Instruct them to contact the help desk and set their Genesys status to Away > Technical Issue while on the call.
- Provide the Incident Number to Leadership
After speaking with the help desk, the customer should receive an incident number.- Next Step: Ask them to share this incident number in the Leadership chat on Teams with Alexa Stone and Elisha Brewster each time they encounter the issue.
3. Canned Response, Short code (CESI)
Thank you for your inquiry. We are actively investigating this issue and will update this incident as we receive additional information. We recommend you visit our status page (http://status.forte.net/) and subscribe so you can receive updates as they are made available. |
4. Additional Follow-Up
- Confirm Understanding and Next Steps
Ensure the customer understands each troubleshooting step and the escalation process. - Close the Chat
Thank the customer for their patience and let them know they will be updated as soon as more information is available.