Case Management overview

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. Unlike individual workitems, cases bundle multiple workitems across stages to achieve broader customer outcomes, linked by shared customer intent, data model, and lifecycle. Each case receives a unique case ID tied to the customer ID regardless of channel, ensuring context and continuity across interactions such as voice support followed by email. Agents access customized case panels on the agent desktop displaying prior interactions, current status, and stakeholders, enabling efficient information collection. The workflow determines task completion criteria and stage progression, ensuring traceability, accountability, and clear resolution paths while automatically closing cases upon final stage completion. Case Management coordinates multiple teams over extended periods, allowing business managers and administrators to control workflows, outcomes, and evaluate operational efficiency through case analytics that provide visibility into operational performance across the entire lifecycle. Supervisors measure case performance through metrics including SLA compliance, open/closed case counts, case duration by status, and customer intent analysis to identify process efficiency and gaps. Case Management is most useful for multi-interaction customer needs across three primary scenarios: issue tracking (technical support, delivery problems, defects, complaints), service requests (onboarding, account changes, appointment scheduling), and priority resolution (billing disputes, refunds, fraud investigations, high-value retention). The refund management workflow exemplifies this structured approach: Stage 1 captures structured refund details and generates a human-readable case ID for customer reference; Stage 2 routes an approval task to update the decision attribute; Stage 3 notifies the customer and executes transaction actions if approved, with automatic case closure upon completion. This systematic approach enables organizations to manage complex, multi-step customer interactions requiring specialized intervention or confidentiality.

Case Management enables organizations to manage sustained, long-running customer experiences that extend beyond a single interaction. A case begins with a defined customer intent and moves through well-defined milestones toward a predetermined outcome. Case Management is particularly helpful when a customer case requires coordination and alignment across multiple teams over a longer period of time. Case Management helps bind multiple staggered individual cases that have a common goal to one entity, thus allowing business managers and administrators control the workflow and outcomes and evaluate operational efficiency.

How does a case flow from start to end?
A case begins with a customer request that was defined as part of the workflow. The customer request is then analyzed for various unique identifiers that are tied to the attribute schema. The case now progresses sequentially through up to three predefined stages. A stage could indicate a unique business activity that is owned by a specific team, which is not related to any other teams in the workflow. Each stage generates a unique workitem for the team involved. Genesys Cloud routing assigns these workitems to agents based on skills, capacity, or business rules. The workflow of the case also determines the criteria for task completion and its qualification to move to the subsequent stage. This enables continuity of customer request through multiple stages while also ensuring conformance to business rules and processes. The final stage completes the defined outcome, after which the case automatically closes. This controlled progression ensures traceability, accountability, and a clear resolution path.

How is a case different from a work automation workitem?

A workitem represents a single unit of work, typically focused on completing one task. A case, by contrast, is multiple workitems bundled together across stages to achieve a broader customer outcome. A case is a collection of workitems that exist within workbins and follow defined status transitions. The common link between the various workitems is the customer intent, shared data model, and life cycle. A case has the following distinct capabilities compared to a workitem:

An agent can create a case on behalf of the customer from the agent interface.
For every case, the customer receives a case ID for future reference.
Each case is directly linked to a customer ID regardless of the channel from which it was created or followed up. All cases raised by a customer are available against the customer ID for any future reference. For example, a case created using voice support and later followed up using email have the same case ID linked to the customer. This ensures context and continuity.
A case provides an agent the necessary visibility into the other workitems in the pipeline and the estimated time required for the case closure. This helps the agent offer the customer realistic timelines on case progression.

Does an agent have a different experience handling a case?

Agents handle case-related tasks directly on the agent desktop alongside calls, chats, and emails. When working on a case stage, the agent sees a customized panel displaying relevant case details such as prior interactions, current case status, and involved stakeholders. This helps agents save both agent’s and customer’s time required to collect the necessary information. Once the agent completes the workitem that is assigned to them, the workitem moves to the subsequent status or stage depending on the configuration.

How does Case Management help supervisors gain insights?
Case analytics provide visibility into operational performance across the entire life cycle. Supervisors can measure the case performance over defined time periods; metrics such as the number of cases that met the defined SLA, the number of open and closed cases, the duration of a case in each status, and the nature of customer intent and the traffic for each intent type help supervisors identify process efficiency and gaps.

In what scenarios is Case Management most useful?

Case Management is most useful when a customer need extends beyond a single interaction. Typical scenarios include:

Issue tracking – When customers report product issues or service deficiencies. For example, technical support cases, lost or missed deliveries, outage reporting, defective product complaints, loyalty point-related issues, and general complaint handling.
Service requests – When customers or partners require support to complete new requests. For example, onboarding, lead qualification, service changes, account upgrades or downgrades, credit limit adjustments, and appointment scheduling.
Priority resolution – When customers escalate cases or when cases require specialized intervention due to its nature or confidentiality. For example, billing disputes, refund approvals, cancellation requests, high-value customer retention, fraud investigations, and large transaction approvals.

Example: Refund Management
Consider a refund request that requires review and final notification. When a refund request comes in from a customer, Genesys Cloud opens a case and identifies the different unique identifiers as defined in the case schema. For example, product name, product ID, price, complaint reason, proof of payment, decision, and transaction details.

The flow progresses as follows:

Stage 1 captures refund details through a structured form. A human-readable case ID is generated and shared with the customer instantly for any further follow-up.
Stage 2 routes an approval task where the decision attribute is updated.
Stage 3 finalizes the request by notifying the customer and optionally executing a transaction action if approved.

Upon completion of the final stage, the case closes automatically.

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Case Management overview