Genesys Case Management
What's the challenge?
Manual processes, disconnected tools, and lack of visibility slow progress, create confusion, and put SLAs at risk. Customers today expect seamless, engaging digital experiences from all brands that they deal with.
CX journeys now need to reach deeper into business processes, employee workflows, people, and systems. Customer expectations are now also further heightened by the meteoric rise of AI etc.
What's the solution?
Genesys Cloud Case Management empowers businesses to orchestrate customer experiences seamlessly from start to finish. It provides a radically simple way for organizations to handle long running requests that require multiple interactions, human judgment, and collaboration across teams—ensuring faster, accountable resolution, and significantly improved customer satisfaction.
Case Management provides the structured, stateful backbone for complex and long-running customer workloads for AI to orchestrate work across various AI and human agents to achieve a customer outcome.
Case Management is directly embedded in Genesys Cloud to bridge the gaps between interactions, cross-departmental workflows, and enterprise systems, ensuring that no customer request is lost in the complexity of disconnected processes to improve responsiveness, consistency, and customer experience beyond what traditional workflow tools can support.
Use case overview
Story and business context
Genesys Case Management will extend Work Automation to offer essential Case elements for CX Leaders to orchestrate delightful customer engagements that can reach deeper into business processes, employee workflows, people and systems.
Use case benefits
| Benefit | Explanation |
|---|---|
| Reduced Handle Time | Case management simplifies long standing issues that require multi stages and interactions, reducing the time it takes to resolve them. |
| Improved Customer Experience | Deliver committed work items on time and provide better quality answers by better matching work-types to employee skill sets |
| Reduced Customer Churn | Consistent and seamless service leads to improved customer experience and increased loyalty. |
| Reduced Employee Attrition | Offer fair balance of workload among all available resources ensuring consistent workload for employees. |
| Improved Employee Occupancy | Improve occupancy by reducing idle time and reducing handling time (AHT) through automated work item routing distribution based on work item attributes and agent/employee skills |
| Increased Revenue | Consistent and quality resolution improves customer satisfaction, which leads to more renewals and new contracts. |
| Reduced Administration Costs | More automation with AI throughout engagements that require multiple interactions saves costs such as overtime and operational costs. |
Summary
A case is a sustained, long running customer experience that represents a defined business process. It starts with an intent and has milestones that drive to an outcome. A Case is typically a multi-stage process that cannot be resolved during a single conversation with a customer.
Genesys Case Management will simplify the process of managing and resolving cases that are long running and require multiple interactions and high collaboration improving the customer experience and reducing the overall handle time of these cases.
The customer intent which is the reason the customer created the case, the outcome which is the result of completing the case after the accumulation of milestones, and the case and stage plans which outline the steps and stages that need to be completed to get the required outcome are all defined and used by case management to help resolve the cases more efficiently
Use case definition
Business flow
- A customer interaction or external system triggers the creation of a case in Genesys Clou
- The case is created through APIs, workflows, or integrations with systems such as CRM or business process management platforms.
- Based on predefined business rules, the case is classified and assigned a case type.
- The case enters a predefined workflow consisting of multiple stages and tasks.
- Tasks are automatically routed to the appropriate queue or team based on:
- Case attributes
- Business rules
- Agent skills
- Availability
- Agents or back-office employees complete assigned tasks within the case workflow.
- If a task exceeds SLA thresholds, escalation logic may:
- Increase the task priority
- Reassign the task to another queue
- Notify supervisors
- As tasks are completed, the case progresses through its workflow stages.
- Once all required activities are completed, the case is resolved and closed.
- Genesys Cloud synchronizes case updates with external systems where required .
Business and distribution logic
Case Framework
- Cases orchestrate a customer defined sequence of work within Genesys cloud. Quickly configure Cases with support for up to three distinct Stages, each containing a single Step for executing customer service activities.
- Human readable case references so customers can easily inquire about their ongoing items.
- Custom case creation flows for both agents and integrations
- Intent detection for quick identification of customer needs
- Ende to end case ownership to insure the right outcome for the customer
- Segmentation of data and responsibility across multiple stakeholders
- Ability to associate many interactions from different actors to one case and many cases to one interaction
Task Automation
- Use low-code configuration to create custom customer service human task activities within a Case such as:
- Approval Tasks: For straightforward yes/no decisions, pre-configured with relevant data points to facilitate quick approvals.
- Form Tasks: For collecting structured data from other departments or stakeholders (e.g., finance, legal, engineering).
- Use the advanced capabilities of worktypes to level up your tasks with:
- Advanced event driven automation through workitem flows
- Date based logic using worktype rules
- Complex workflows and displays to fit each task to customer needs
Intelligent Task Routing
- Utilize Genesys Cloud’s market-leading intelligent routing engine to assign customer experience Tasks to the right agents based on skills, capacity, or business rules.
Real-Time Observability & SLA Management
- Supervisors can visualize and be alerted to real-time metrics on Case progression, task status, and SLA adherence to proactively manage team performance and avoid delays.
Historical & Aggregated Performance Reporting
- Supervisors can visualize and analyze key Case performance metrics such as average Case duration, task aging, SLA compliance, and team productivity over time.
- Drill into detailed task execution histories for in-depth investigation and quality assessment.
Agent Experience Enhancements
- Agents can seamlessly handle Case tasks alongside voice calls, chats, and emails directly within the Agent Desktop.
- Full Case context available to agents, including previous interactions, involved actors, current Case status, and captured data.
Distribution Logic
Tasks within a case can be distributed using multiple routing methods including:
- Skills-based routing
- Priority-based routing
- Queue-based routing
- Manual task assignment
- Workbin pull models
Routing ensures that each task is delivered to the most appropriate employee or team.
User interface & reporting
Agent UI
Agents access cases through the Genesys Cloud Agent Workspace.
The agent interface provides:
- A list of assigned cases and tasks
- Case details and workflow status
- Customer interaction history
- Task instructions and contextual information
- Links to external systems required to complete the task
Tasks may appear in the agent interface through:
- Push mode – tasks are automatically assigned and presented to the agent.
- Pull mode – agents select tasks from a prioritized work queue.
Reporting
Real Time Reporting
N/A
Historical Reporting
- Historical Case Performance
- Understand SLA Adherence, Avg Case time, Open vs Closed Cases, Case status duration
Supervisors gain granular insights into case performance through new historical metrics:
- SLA Adherence: Track the percentage of cases meeting or exceeding defined SLAs to identify bottlenecks.
- Volume & Trend Analysis: Monitor case distribution by customer intent and volume trends (open vs. closed) over custom time periods.
- Performance Metrics: Access data on average resolution time and the duration cases spend in specific statuses (e.g., In Progress, Pending).
Customer-facing considerations
Interdependencies
General assumptions
- External systems may provide or consume case information through APIs.
- Network connectivity between Genesys Cloud and external systems is available.
- Organizations define business rules governing case prioritization, routing, and escalation.
Customer responsibilities
- Configure case workflows and business rules within Genesys Cloud.
- Integrate external systems (CRM, ERP, BPM) using APIs or middleware.
- Maintain data synchronization between Genesys Cloud and source systems.
- Define case attributes, SLA rules, and escalation policies.
- Ensure that operational teams are trained on case workflow processes.
Related documentation
Document version
V 1.0.0