In a future release, Genesys Cloud will introduce Case Management, a new way to manage customer requests that span multiple interactions, steps, and teams over time. This release introduces APIs to design case plans and create cases, an orchestration engine to run workitems in a customer-defined sequence, and an agent-facing UI to manage cases. 

What’s changing

Previously, Genesys Cloud handled work primarily as individual interactions or standalone workitems. With Case Management, Genesys Cloud adds a structured, stateful framework for managing ongoing customer work. Organizations can define simple case flows, route tasks across teams, and track progress from start to finish within a single case.

What’s new

• Case framework – Create cases with up to three stages, each containing a single step, to represent a simple end-to-end customer process.
• Task routing – Route case tasks using Genesys Cloud intelligent routing based on skills, capacity, or business rules.
• Agent case experience – Enable agents to create, view, and work on cases directly within the agent interface, alongside other workitems.
• Case visibility and search – Add a case reference to workitem lists so agents and supervisors can search for and track related work over time.

UI impact

• New agent UI surfaces for creating, viewing, and working on cases.
• Workitem list UI updated to include a case reference field for search and filtering.

Case Management uses Work Automation and requires a new consumption-based pricing model. To learn more about this pricing change and how it affects existing and new customers, see Work Automation introduces a consumption-based pricing model.