Work with cases

AI-generated summary

Genesys Cloud enables case management by organizing related workitems and interactions into cases that progress through defined stages to completion. Cases contain essential elements including a unique case reference number for customer tracking, associated activities documenting all relevant interactions, owner assignments, due dates, and priority levels ranging from low to medium, high, and urgent, with process stages visible to all team members. Users can create cases directly from active conversations by selecting the Case option, choosing an appropriate case plan, and completing required fields, which automatically generates a unique case ID and configures the initial stage. Work related to cases arrives as interactions in the Conversations roster, where agents view the case panel, complete necessary steps to advance progression, and manage case advancement by ending workitems in the active stage. Agents can also receive interactions from contacts inquiring about existing cases through ACD routing or direct assignment, with notifications displaying relevant case information including contact name and intent. The system allows agents to accept or decline interactions, copy case reference numbers, view case assignments, and modify priority levels as circumstances change. Agents can search for and open existing cases by entering a case reference number and using the Find Case function, then link cases to current conversations through the Link Case option. The Task List feature enables agents to search cases by reference number or external contact information and navigate to related workitems. When resolution is complete, agents can terminate cases and adjust priority levels as needed. Genesys Cloud's case management system integrates with external platforms including Salesforce Service Cloud and ServiceNow, supporting email-to-case workflows and routing configurations to streamline case handling across multiple channels and systems.

Cases are collections of related workitems and interactions that move through a process to completion. Each workitem is a piece of work on the path to solution. Different people in different locations can work on the different aspects and stages of a case. Each completed workitem moves the case closer to its completion.

Key elements of cases include the following:

Case reference: A recognizable reference number that the end customer can use to track their case when they return.
Associated activities: Activities include all interactions and conversations related to the case. This feature means that, in addition to the planned sequence of workitems, the case accumulates all data about all relevant interactions.

Cases include the following information:

Owner: the agent who owns the case
Due date: the time when all work associated with the case is to be completed
Priority: low, medium, high, or urgent
Note: Any one working on the case can change the priority.
Stages and steps: simple explanations of the case process, available to all who work in the case

As you work, you can be required to create cases, receive work associated with cases, or receive interactions that inquire about cases.

Create a caseClick to expand

You can create a case from an active conversation or interaction.

From an active interaction, from the Tools panel, click Case .
The Case panel opens:
- If the contact has other cases, they appear in this panel under Customer Cases.
- If there are any cases attached to this conversation, they appear under Linked Cases.
If the contact has no other existing cases, the Case panel shows an appropriate message.
To create a new case, click Create Case.
Click Case Plan… and, from the list, select the appropriate case plan. For more information about case plans, see Get started with Case Management.
Complete the required fields and any optional fields required.
Click Create Case. Genesys Cloud creates the case with that includes the following items:
- A unique case ID
- Case owner, based on configuration
- The initial stage
- If configured, initial workitems

Receive work related to a caseClick to expand

You can be assigned work, which could be a conversation or a workitem that relates to a case. This assigned work arrives as an interaction in your Conversations roster. When you open the workitem, the case panel appears to the right of the conversation area.

The Case panel defaults to showing the relevant case.
Complete the steps necessary, and the case progresses.
To go to the Task List to perform more work on a case, copy the case reference. In Task List, you can search for cases by case reference or by External Contact.
If you end a workitem that belongs to the active stage of a case, the case progresses.
You can end or link the case to the current conversation.
You can copy the reference number to your clipboard.
You can also see to whom the case is assigned.
You can see the customer intent.
You can see the stage of the case.
You can change the priority of the case.

Receive an interaction to inquire about a caseClick to expand

You can receive interactions from contacts who want to check on a case. These inquiries arrive through ACD routing or directly from another user like other interactions in the Agent Workspace. The notification for cases includes available information about the case including the contact name, intent, and other information.

Log in as an agent and go on queue. The Agent Workspace opens.
Alternatively, to access the interactions panel, click Agent Workspace .
To accept an interaction, click Accept; to refuse, click Decline.
Note: If you decline a workitem or the answer time expires, Genesys Cloud takes you off-queue and puts you into Not Responding status. While Not Responding, you do not receive new workitems or interactions. To receive interactions again, go on queue.
The case opens.
Ask the contact for the case reference.
To search for the existing case, follow these steps:
1. Under Case reference, enter the case number, and then click Find Case.
2. To open the case, click the case.
3. To link the case to the current conversation, click Link Case .
4. Optionally, to change the priority, to the right of the case reference, click the appropriate priority. Priority options include the following:
  - Low
  - Medium
  - High
  - Urgent
5. Optionally, to end the case, click Terminate Case .
6. Optionally, to go to a workitem related to the case, copy the case reference, and search for it in Task List.

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Work with cases