Workforce Engagement Management

Hi. I am trying to understand if and how WFM will handle the Case Management feature that has been released this week, and hoping someone can help clarify. 

• Is my understanding correct - that a customer would contact us by any channel, with multiple enquiries, and we would 'create' a workitem from this contact, regardless of the medium?
• For WFM purposes will this always be a Work Item, and does an agent have to manually create the work item to reflect the 'multiple workitems' associated with the customer's enquiry? 
• How is this represented in WFM? For example, if the contact was a voice call, I would expect the data relating to that call to appear against the corresponding planning group. Should I then be creating a planning group for a workitem too for forecasting purposes? This is where my mind boggles and I have lots of questions. How it is apportioned, routed etc. Or is this all accounted for within the existing config without the need for anything additional?

It reads to me like the customer could have multiple enquiries needing addressed, but I am wondering if this is more of a 'dairising' option? When task one has been dealt with, move it on to task 2, then task 3 etc. etc.

Would very much appreciate any info or advice. TIA, Heather 

#WFMConfiguration,BestPractices
#GeneralQuestion

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Heather Henderson
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Hi Heather,

I've reached out tp the team to find an answer for you.

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Tracy
Genesys
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Hi Heather, 

Planning Groups support Workitems as a media type, so you can add the employee-created workitem(s) to the corresponding Planning Group(s). 
This then feeds into the normal Forecasting and Scheduling flow to ensure that the right number of employees are scheduled with the right skills to service all of the work, be that inbound calls, emails or in this case Workitems.

I've checked the resource centre, and unfortunately, the configuration steps for this have not been updated on the Planning Group help pages. A request has been made for this update to be made, and the Planning Group help pages should be updated shortly. 

I hope this helps, 

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Thanks Paul. I think the part I need to understand more, is the process of how it 'becomes' a workitem. If a customer contacts us with multiple queries, is an agent required to manually create a workitem for each query in order to get it to the 'right' queue? And should the customer expect multiple responses as a result? If there are links to videos I would very much appreciate it so I can understand where and when this might be utilised.

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Heather Henderson
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Original Message:
Sent: 03-27-2026 06:30
From: Paul Wood
Subject: How does WFM handle the new Case Management feature?

Hi Heather, 

Planning Groups support Workitems as a media type, so you can add the employee-created workitem(s) to the corresponding Planning Group(s). 
This then feeds into the normal Forecasting and Scheduling flow to ensure that the right number of employees are scheduled with the right skills to service all of the work, be that inbound calls, emails or in this case Workitems.

I've checked the resource centre, and unfortunately, the configuration steps for this have not been updated on the Planning Group help pages. A request has been made for this update to be made, and the Planning Group help pages should be updated shortly. 

I hope this helps, 

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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