Genesys Cloud – Real-time operational insights for Workitems

In a future release, Genesys Cloud will introduce workitem insights, giving supervisors real-time visibility into asynchronous work and tasks. Today, supervisors can monitor conversations such as calls, chats, and emails as they happen, but achieving as much immediate, actionable visibility for workitems is more complex.

Workitems are routable units of work that often connect front-line agents with back-office teams and processes, such as follow-ups, case-related tasks, or operational requests. This release brings workitems into the core operational view, making it easier for supervisors to assess total agent capacity and stay ahead of service-level requirements across all types of work in a single place.

What will change

• Unified operational view – Supervisors can see workitems and agent routing statuses together in a single view, eliminating the need to switch between real-time dashboards and historical reports to understand the full operational picture.
• Proactive backlog management – High-visibility metrics for Unassigned, Due, and Overdue workitems help supervisors identify bottlenecks before they impact the customer experience.
• Clearer agent productivity insights – Supervisors can see how many workitems are assigned to each agent and their current state, providing a more accurate view of agent occupancy.
• Granular process analysis – The Worktype Insights view feature allows supervisors to isolate specific processes such as “Claims” or “Approvals” to determine whether a particular type of work is contributing to queue slowdowns.

Why this change matters

• Reduces operational uncertainties – Aligns front-office interactions with back-office tasks, giving supervisors a more complete view of team output.
• Supports cross-team coordination – Because workitems often span front-line and back-office workflows, improved visibility helps supervisors manage work across teams more effectively.
• Enables earlier risk identification – Visibility into unassigned, due, and overdue workitems allow supervisors to act before service levels and SLAs are affected.
• Provides consistent oversight across worktypes – Workitems become as visible and manageable as other agent work, without switching between tools.

How supervisors will use it

• Open the analytics workspace and access the Workitem Insights view.
• Select a queue to see live and recent workitem data.
• Review workload distribution, agent availability, and workitem status.
• Drill into a specific worktype using the Worktype Insights view to analyze performance trends and backlog risk in more detail.