Genesys Cloud - Main

New: Workitem History – full lifecycle visibility for asynchronous work

We're excited to introduce Workitem History in Genesys Cloud – a new way to see exactly what changed on a workitem, when it changed, and who (or what) made the change.

This feature gives supervisors and business admins a clear, human‑readable timeline of every attribute update to a workitem, making it much easier to investigate issues, prove compliance, and understand the full story behind any piece of work.

Why we built Workitem History

Until now, if something went wrong with a workitem – a breached SLA, an unhappy customer, or a confusing hand‑off – teams often had to:

• Manually piece together events from different sources

• Call in an administrator or developer to query APIs

• Rely on screenshots, notes, or best guesses

That's painful for everyone, especially in regulated industries or environments with strict internal SOPs where you're expected to answer questions like:

• "Who changed this priority, and when?"

• "Why did this workitem sit for so long in this status?"

• "Was this reassignment done by a supervisor, or by automation?"

Workitem History solves this by surfacing a clear, audit‑ready event log directly in the UI, no API digging required.

What you'll see in Workitem History

For each workitem, you'll be able to view a timeline of lifecycle events from creation through to closure/termination.

Every event includes:

• Timestamp – when the change happened

• Changed by – either a named user, Automation, or OAuth client

• Attribute changed – which attribute was updated

• Previous value – what it was before

• New value – what it became

We show changes to both core attributes and custom attributes so you can see a complete picture of how the workitem evolved over time.

We've focused on presenting this in a clear, human‑readable format so non‑technical users can quickly interpret what happened without needing to understand internal IDs or schemas.

Designed for root‑cause analysis and compliance

Workitem History is built to help you answer practical, business‑critical questions such as:

• Root‑cause analysis

  • "Why did this workitem breach its SLA?"

  • "Was there a long idle period after reassignment?"

• Operational transparency

  • "Did an agent change the status, or was it driven by automation?"

  • "Who changed priority for this workitem?"

• Compliance & auditability

  • "Can we prove this SOP was followed step‑by‑step?"

  • "Can we show who touched this workitem and what they changed?"

Who can access Workitem History?

Workitem History respects your existing permissions and division‑based access controls: only users with appropriate Workitem view permissions can see history in the UI.

This ensures you can safely roll out the feature across teams while maintaining your current security model.

How to start using it

Once this feature is available in your region, you'll be able to:

1. Open a Workitem Preview

2. Navigate to the History view/tab

3. Scroll through the chronological (or reverse‑chronological) list of events, including actor, attribute changed, and before/after values

Tell us what you think

We'd love to hear how you plan to use Workitem History:

• What are some of the problems you'll try to troubleshoot with it?

• How useful is this to help your Quality Management?

• What would make this even more powerful for compliance, QM, or operations?

Share your thoughts, examples, or questions in the comments – your input will help us refine the experience and prioritize future enhancements.

#Roadmap/NewFeatures
#CommunityAnnouncements

------------------------------
Mia Li
Principal Product Manager
Work Automation
Mia.li@genesys.com
------------------------------