Case Management

Many of the requests that matter most to customers cannot be finished in one conversation. A refund needs approval and payment, a claim needs evidence and an assessment, a service request may need a visit and a confirmation. Genesys describes Case Management as the way to manage these sustained, long-running experiences: a case begins with a defined customer intent and moves through well-defined milestones towards a predetermined outcome. Without it, the follow-up work drifts into shared mailboxes, spreadsheets and line-of-business tools, where nobody can see what is waiting or who owns it.

Case Management brings that work onto the same platform that handled the customer's call or message. Genesys made it available within Genesys Cloud in March 2026 as part of Work Automation, and added a centralised Cases view in August 2026, so supervisors and case managers can browse, search and manage active and closed cases in one list. For contact centres already using Work Automation for back-office tasks, cases are the natural next step: the same workitems and routing, organised around the customer's whole request rather than a single task.

A caseplan is the template for a type of request. It names the customer intent and the expected outcome, and it sets out the stages a case passes through. Each stage contains a step that is linked to one worktype, so when a case reaches that stage Genesys Cloud creates a workitem of that type for the team involved. Genesys Cloud routing then assigns the workitem to agents based on skills, capacity or business rules, exactly as it would any other workitem. When the final stage completes the defined outcome, the case closes automatically.

Some design choices are fixed once a caseplan is published. Genesys notes that the case reference prefix and the division cannot be changed after publishing, and that all the worktypes in a caseplan must reference the same custom attribute schema. The number of stages a caseplan can hold has grown since launch, so we confirm the current limit when we design. Caseplans are partly authored through the Genesys Cloud APIs, which suits organisations that manage configuration as code, and Architect workflows can be triggered when a workitem's status changes.

Agents handle case work on the agent desktop alongside calls, chats and emails. During an active conversation an agent can create a case from the Tools panel, see the customer's other cases and any cases linked to the conversation, and add comments for colleagues. When an agent ends a workitem that belongs to the active stage of a case, the case moves on to its next stage. Every case is linked to a customer ID whatever channel it came from, and the customer receives a case ID they can quote when they get in touch again.

For supervisors and case managers, the centralised Cases view lists active and closed cases with search by reference, status, owner, priority and due date, and lets them create or close cases there. Genesys's analytics show how many cases met the defined service level, how many are open or closed, and how long each case spends in each status. Genesys also advises against putting personal data such as phone numbers, email addresses, card details or health information in case comments, which we build into agent guidance and quality checks.

Case Management uses Genesys Cloud Work Automation, and Genesys describes it as using a consumption-based pricing model. Each organisation receives a free monthly allocation of 150 cases, and cases above that allocation in a month are billed, with committed tiers negotiable with your Genesys account team. Genesys's own release notes have listed both the Work Automation add-on and the CX 1 to CX 4 licences against Case Management features, so we confirm the exact entitlement for your organisation with Genesys before you plan volumes. QVCCS does not sell licences or take commission.

The decisions that make or break case management are rarely technical. Which requests deserve a case, and which are simple tasks? Where does a stage end, and who owns the hand-off? What service level does each case type promise, and what happens when it is at risk? QVCCS works these through with your process owners before any configuration, so that caseplans reflect how the business actually resolves requests, and the measures supervisors see are the ones the customer cares about.

Integration matters too. Cases often depend on information held in CRM, order, billing or claims systems, and Genesys's own guidance is to integrate external systems through APIs or middleware. Our Genesys Certified Developers design the interface contracts, build the data actions and API calls that create, update and close cases from those systems, and test how failures and retries are handled, so a case in Genesys Cloud and the record in your line-of-business system stay in step.

Every engagement starts with discovery. We map the requests your customers raise most, the stages each one goes through today, and where work currently waits or gets lost. From that we define the case types, intents, outcomes and service levels, and design caseplans, worktypes, schemas, statuses, queues and routing in a low-level design that your team signs off. The build follows that design, configured by certified engineers and peer reviewed, with the caseplans managed through the API so they can be versioned and promoted between environments.

Testing covers the full life of a case: creation from each channel, every stage hand-off, out-of-order status changes, expired workitems and failed updates to source systems. User acceptance testing runs with real agents and case managers before a phased roll-out, one case type at a time. Afterwards, specialists from our multidisciplinary bench support and extend the service, adding case types, automation and reporting as you learn. Every delivery team member holds, or is completing, Genesys Cloud certification, and we work remotely unless agreed otherwise.