When you select Cases from the Menu ≡ of the Genesys Care Mobile App, you will see a list of your non-closed cases, including cases opened by other Designated Contacts at your company, and be able to perform other functions.
The following are the different functions that you can perform from the Cases window.
Designated Contacts and Case ManagementFrom the Cases screen, Designated Contacts should select "Personal" to view cases they have opened or select "Company" to view all the non-closed cases for the company. You can select any case to view the case details including the case severity level, case status and case notes. Remember, you must be a Designated Contact to make post case updates and request that a case be closed.
If you have Read-Only access, you can view non-closed cases on the "Company" view, but you cannot post updates or request that a case be closed.
If you are a Genesys partner who is a Designated Contact, the case list view can include all non-closed cases that your company has opened for all the end users your firm represents.
(left) Case List Screen and (right) Case Details Screen
Click to Call
You must be a Designated Contact to call Customer Care regarding a case.
To contact Genesys Customer Care, tap on the case you want and then select the telephone icon within the case details window for that case. This will direct you to the Contact Us screen, where you can choose your platform and preferred Customer Care center.
If you are a Designated Contact using Business Edition Cloud (PureEngage Cloud) and would like to contact Genesys Customer Care, tap on the case you want and then select the telephone icon within the case details window for that case.
Case UpdatesYou must be a Designated Contact to post updates to an open case.
(left) Case Details Screen and (right) Post Case Update Screen
Using Chat (PureEngage On-Premises and PureCloud Only)
You must be a Designated Contact to use the Chat feature.
What is Chat?
Chat is a feature that gives Designated Contacts an additional option of engagement with the assigned Case Owner (or an available agent, if the case owner is unavailable) regarding the status of their on-premises Support Cases. A Chat session is requested by clicking the Chat icon within any non-closed Case. The Using Chat section explains how to use Chat via the Genesys Care Mobile App only. As a reminder, Chat is for Case facilitation (quick questions or status updates) and not for live troubleshooting.
Please read the Support Processes for On-Premises Licenses for additional tips on Chat via Computer.
The Chat window will automatically start loading.
(left) Chat loading Screen and (right) Pre-Chat Screen
In the example below, the Case Owner is "Zmarsh."
After the Chat Session
After you end the Chat, a transcript of the Chat session will be emailed to you.
Case Closure and EscalationYou must be a Designated Contact to request a close be closed or escalated.
To request that Customer Care close a case, select the pencil icon at the top right of the Case Details window of that case. In the Request Case Closure window, select the appropriate reason for the closure. This will send your case closure request to the Customer Care.
(left) Case Details Screen and (right) Request Case Closure Screen
To request that Customer Care escalate a case, select the pencil icon at the top right of the Case Details window of that case. In the Request Case Closure window, select the Escalation Request option. The Escalation Request window will appear.
The Case # and the Subject fields are auto-populated. Select an appropriate reason from the Escalation Reason drop-down list and provide a short brief for your reason in the Comments section. Click Send. This will send your escalation request to Customer Care
(left) Case Details Screen and (middle) Request Case Closure Screen and (right) Escalation Request Screen