Genesys Cloud – Centralized case management view

In a future release, Genesys Cloud will introduce a centralized Cases view that enables supervisors and other case managers to monitor, search, and manage cases from a single location. This feature helps users identify cases that require attention, track progress toward resolution, and take action without navigating between multiple pages.

What’s changing

The new Cases view enables users to:

• View active and closed cases in a centralized list.
• Search for cases by key attributes, including case reference, status, owner, priority, and due date.
• Sort and filter cases to focus on the work that requires attention.
• View detailed information for an individual case.
• Close a case when it is no longer needed.
• Create new cases from the Cases view.
• View associated workitems and interactions for a case from the case details page.

Benefits

This feature helps supervisors and case managers:

• Monitor case workload from a single location.
• Find cases more quickly using search, filtering, and sorting.
• Prioritize work based on due dates and case status.
• Take action on cases without leaving the main Case Management workflow.

Action required

No action is required. Users with the appropriate Case Management permissions can begin using the new Cases view after the feature becomes available.