Genesys Cloud - Main

In this video , @Krishneel Mani talks about how supervisors can now use the Workitem Insights and Workitem Insights Detail views to monitor workitem activity in real time across queues, statuses, and agents. These views display metrics such as assigned, unassigned, due, and overdue workitems, with drill-down by worktype and queue. This update helps supervisors identify bottlenecks, balance workloads, and manage priorities for asynchronous work. The same metrics are also available through API queries.

Release Notes - https://help.genesys.cloud/release-notes/genesys-cloud/february-16-2026/

#TAMStudios #WorkAutomation #Analytics