View and manage cases

AI-generated summary

Genesys Cloud provides a centralized Cases page within the Resource Center that enables supervisors and case managers to monitor, search, and manage cases across accessible divisions with comprehensive filtering, customization, and status tracking capabilities. The interface displays cases with default columns including case reference number, caseplan, customer name, customer intent, creation date, stage start date, closure date, due date, last modified date, modifier identity, and case owner. Users can search cases by reference ID or partial matches and access the Cases page through Menu > Workspace > Cases, which displays all cases in the Unassigned division and divisions with user access. Key functionality includes dedicated widgets for viewing overdue cases and cases due within 72 hours, enabling supervisors to identify cases requiring immediate action. The system displays case status (Open, In Progress, or closed variants) and automatically refreshes SLA status to indicate whether cases are overdue, due today, or due in future with day counts. Users with appropriate permissions can update case ownership, priority, and due dates directly from the Cases page or case view, with due date updates requiring time specification in 24-hour format. Case reassignment requires the assignee to possess Case Management > Case > View permission within the case's division. The interface supports extensive customization through multiple filtering options including Division, Caseplan, Customer Name, Customer Intent, Owner, Priority, Due Date, Date Created, and Status, with a quick-filter option for open and in-progress cases. Users can customize list views by adding or removing columns, sorting data, and refreshing for latest information. Additional actions include copying case references and IDs and terminating cases through a menu interface. Access to case management features requires specific permissions across multiple categories: Directory (User View), Case Management (Case, queryJob, queryJobResults, Caseplan, Intake Settings, Data Schemas, terminateJob, Case Association, Stage, and Comment operations), Workitems (Workitem View), Analytics (Conversation Detail and Agent Conversation Detail), Speech and Text Analytics (AI ), External Contacts (Contact and Customer Intent Taxonomy), and Relate (Contact). The Cases page enables creation of new cases, viewing of case details including associations and comments, and access to linked work items and analytics data based on user permissions. Agent Copilot generates summaries of linked messages, videos, and calls associated with cases, accessible through the Linked Work pane, with viewing requiring the Speech and Text Analytics > AI > View permission

PrerequisitesClick to expand

The following permissions:

Directory > User > View

To open the case list

Case Management > Case > View
Case Management > queryJob > Add
Case Management > queryJob > View
Case Management > queryJobResults > View

Cases

Case Management > Case > View
Case Management > Case > Add
Case Management > Case Owner > Edit
Case Management > Case Priority > Edit
Case Management > Case Date Due > Edit

Caseplans

Case Management > Caseplan > View
Case Management > Caseplan Intake Settings > View
Case Management > Caseplan Data Schemas > View

Queries

Case Management > queryJob > Add
Case Management > queryJob > View
Case Management > queryJobResults > View Terminate
Case Management > terminateJob > Add
Case Management > terminateJob > View

Case details

Case Management > Case Association > View
Case Management > Stage > View
Case Management > Comment > View
Case Management > Comment > Add
Case Management > Comment Self > Delete

Linked work

Workitems > Workitem > View
Analytics > Conversation Detail > View
Analytics > Agent Conversation Detail > View
Speech and Text Analytics > AI Summary > View

External contacts

External Contacts > Contact > View
External Contacts > Customer Intent
Taxonomy > View Relate > Contact > View

The Cases page provides a centralized view where supervisors and case managers can monitor, search, and manage cases across the divisions they have access to. From the the Cases page, you can view cases that require immediate action and cases that are overdue. You can also create cases, update case ownership, priority, and due date from the Cases page.

To access the list of cases, click Menu > Workspace > Cases.

The Cases page lists all the cases available in the Unassigned division and in the division that you have access to. The Overdue Cases and the Due within 72 hours widgets provide a quick view of the cases that are past the due date and the cases that are to fall due in the next 72 hours. You can use the Filter option from within the results page to narrow down the results further.

Click the case ID to view the case details. You can update the case priority, due date, and the case owner if you have the necessary permissions.

Default columns

By default, the Cases page displays the following columns:

Column	Details
Case reference	The case reference number of the case. This is the number that is shared with the customer for their future reference. To view the case summary, click the case reference number. Based on the permissions you have, you can update case ownership, priority, and due date from the summary as well.
Caseplan	The caseplan of the case.
Customer	The customer name for the case.
Customer Intent	The customer intent that is linked to this caseplan.
Date Created	The date of creation for the case.
Date Started	The date stage 1 of the case started.
Date Closed	The date of case closure. Not applicable to In progress and Open cases.
Due Date	The due date for the case. You can update the due date if you have the necessary permissions. To update the due date, click Edit the new date and time. Specify the time in a 24-hour format.
Last Modified	The date of the last time that someone updated the case.
Modified By	The user who modified the case.
Owner	The name of the person to whom the case is assigned. You can update the owner of the case if you have the necessary permissions. To update the assignment of the case, beside the current owner, click Edit . Begin to type the name of the person you want to assign the case to and select the name from the list of matches. Notes: When you reassign a case, the assignee needs the Case Management > Case > View permission in the division that case belongs. Usernames of users without the permission may still appear on the picker, but are disabled for selection.
Status	The status of the case. By default, cases are filtered to show Open and In Progress cases.
Priority	The priority of the case. This is set at the time of case creation. By default, priority is Medium. You can update the priority of the case if you have the necessary permissions. To update the priority of the case, beside the value, click Edit and specify the new priority.
SLA Status	The SLA status for the case. Based on the due date, the case is Overdue, Due today, or Due in future, with a label indicating how many days until or past the due date. The SLA status refreshes automatically when you update the due date.
More	A menu that contains more actions that you can take for each case. You can perform the following actions: Copy case reference Copy case ID Terminate case

Customize your case list view

The following options allow you to customize how you see the case list:

Option	Details
Filter	To filter the cases in the list, click Filter. As a quick filtering option, you can check the Hide closed, terminated, and failed Cases option to restrict the filter to cases that are open and in progress. Use the following filters: Division: The division of cases that you want to view. Only divisions to which you have access are listed. Caseplan: Filter on up to five caseplans that match the cases. Customer Name Customer Intent Owner: Filter on the person assigned to the case. You can select a maximum of five owners. The current user always appears first. Priority Due Date Date Created Status: Filter on multiple status values.
Search	Enter the case reference ID or a part of it to view the cases that contain the characters.
Customize	To add or remove columns, click Customize. Check the columns to add them to the view.
Refresh	To fetch the latest column information if any has changed, click Refresh.

View summaries for linked work

Agent Copilot generates summaries of messages, videos, and calls linked to a case.

Go to Menu > Workspace > Cases.
Select a case from the table.
To view a summary, click the caret next to message, video, or call in the Linked Work pane.
Note: You can only view summaries for interactions if you have the Speech and Text Analytics > AI Summary > View permission added to your user role.
To expand the summary, click Show more.
To view the linked item, click the type, such as Message.

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