Genesys Care 2.0 App Articles

FedRamp cases are excluded from the mobile app. 

Support contacts are unable to use the mobile app for FedRamp cases, FedRamp orgs, or access the FedRamp My Support Portal.

The mobile application enables entitled users to view and update cases opened with Product Support, receive push notifications on personal, company, and account level case updates. Additionally, the user can opt for notifications on alarms and cloud incidents notification. 

With the help of Chat functionality, the user can directly interact with the Case Owner or any available analyst in real-time or make voice calls to the case owner. 

  1. Download the app from your preferred store (  App Store for iOS,  Play Store for Android.). 
  2. Once the installation is complete, open  Genesys Care 2.0
  3. Accept all prompts. 
    • NOTE: There may be prompts to allow the app to access the biometric authentication methods of your device (e.g., face scan, fingerprint, device passcode, etc.). Approve these requests as desired. 
  4. Enter your My Support credentials. 
  5. Enable the I accept the Terms & Conditions option. 
  6. Tap Sign In
  7. Once you are signed in successfully, you have access to: 
    • Cases 
    • Favorites 
    • Alarm Monitoring 
    • Notification Inbox 
    • FAQs (Frequently Asked Questions) 
    • Feedback & Support 
    • Contact Us 

Genesys has a strict Privacy Policy that applies to the mobile app. The mobile app has an idle timeout of 10 min, or if the app is terminated, and you must enter your credentials on next use.

NOTE

  • You must accept the terms and conditions to login to the app.
  • You can also view the Terms and Conditions by clicking on the link.
  • The sign-in button will be enabled ONLY if you accept the Terms and Conditions.

In addition to the Mobile App Terms and Conditions, the Genesys Care Tools Terms and Conditions also apply.

 

Once you have downloaded the app, you can adjust app-level settings by going to Application Menu > Settings.

General

  • Name – Displays the User’s name. Non-Editable.
  • Email Address – Displays User’s email address. Non-Editable.
  • Time zone - Displays User's Time zone. Non-Editable. This time zone value is obtained from Salesforce. All the date time values within the application such in Case Details, Alarm and Notification Inbox Screen will be displayed based on this time zone value. User needs to contact our Customer Care in order to update this time zone value.
  • Authentication
  • Enable Biometric Authentication - Option to enable/disable biometric authentication for the application. On switching the toggle button to ON state, the registration flow like the one described in Biometric Authentication section takes place. On successful verification, biometric authentication will be enabled for the application.
  • Set My Cases - Option to make My Cases as default landing screen in All Cases tab

Notifications

  • Case notification – Option to enable/disable notification for any case updates happening to the user created cases of external users and user owned cases of internal users.
  • Alarm notification – Option to enable/disable notification for any new alarms arising in user’s environment based on user’s preference. On enabling the alarm notification toggle, pop up with options like the alarm filter will be shown.
    • Alarm Severity - All, Critical, Major and Minor
    • Disable Origin - List of Origins
  • Maintenance Alerts - Option to enable/disable notification for maintenance related alerts from JIRA.

About

  • App Version – Application current version detail

Applicable Product Lines: Genesys CX, Multicloud CX, Engage On-Premise, PureConnect Cloud, PureConnect On-Premises

The Genesys Care Mobile Application 2.0 is intended to help you interact with Genesys more quickly and efficiently.

Using your mobile device, you can:

  • Review your Open Cases (Support and Admin), including all public Case Updates
  • Post updates to your Cases
  • Contact any of our regional Product Support Centers
  • Chat with the Owner of your Support Case (or an available Analyst, if the Case Owner is unavailable) - (Genesys Engage Premise and Genesys Engage Cloud only)
  • Request for Escalation and Case Closure
  • View Alarms in your environment (Requires Remote Alarm Monitoring - Genesys Engage Premise only)
  • Subscribe for Notifications on your Company's Cases (Critical or High), new Escalations or Cloud Incidents (Genesys Engage Cloud)
  • Review Notifications received in the past 3 days
  • Select Favorites on an Account or Case for easy follow-up or Notification actions

NOTE: Please note that the Mobile App is only available to Customers and Partners that have My Support Designated Contact or Read-Only access.

Home screen

Once you have successfully logged in, you will be directed to the Home Screen of the app. The home screen paves way for faster navigation to go to cases, favorite cases or Accounts, Alarms of your environment or Notification Inbox.

NOTE:  Alarm Monitoring function is only available to On-Premise Remote Alarm Monitoring subscribers.

Users can use the Floating Search button specified on the bottom of the Home page to search for Accounts and Cases. This provides a global search option for searching accounts with the account name and case with case #. Users can search for Open Cases, Closed Cases and Accounts. This search by default returns result for the past 1 year. Users can modify the date range filter to search for cases based on the created date from previous years.

Once the search results are listed, the users can click on the list item to view the case details for a case or case list for an account. This search option will be available across the application.

Overview

NOTE: Chat is only available for Genesys Engage on-premises and Genesys Cloud. You must be a Designated Contact to use the chat feature.

Chat 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 Genesys Engage on-premises & Pure Engage Cloud Support cases. Chat is for case facilitation (quick questions or status updates) and not for live troubleshooting.

NOTE

Product Support assigns Case Owners based on product knowledge that is available globally. You may have a Case Owner that is in a different time zone than you. In this instance, live Chat for that Case might not be available during your local business hours. In such situations, the chat will then be routed to an available agent. If both the case owner and the agents are unavailable, then after queuing for 60 seconds the chat window will present an option to leave a contact phone number. This number will be saved to the case, for the case owner to contact you. Management will also receive an email alert to inform them of the same. The contact number will also be included in the email alert.

  1. Open any open case.
  2. Navigate to the expand icon at the bottom of the screen and click the Chat icon to begin.
  3. At the Starting a chat prompt. tap Proceed.
  4. The chat window will automatically start loading. 
  5. If the case owner is available, you can directly begin the chat session. 
  6. If the case owner is not available, then the chat will be routed to an available agent.
  7. If both the Case Owner and the other agents are unavailable, you can leave a contact phone number for follow-up. 
  8. Once you have finished, end your session by tapping End Chat.
  9. After you end the chat, a transcript of the session will be emailed to you.

NOTE: You must be a Designated Contact to subscribe to this feature.

This feature allows you to subscribe for the following notifications:

  • Case Update Notification for an Individual Case
  • Case Update Notification for all Personal Cases
  • Case Update Notification for all the cases of a particular Account (Account Notification)
  • Cloud Incident Notification

Case update notifications

Individual cases

You can subscribe to receive update notifications of an individual case from the Case Details screen. Once subscribed they will receive notifications whenever there is an update to that case.

  1. Open the Case Details screen of the case for which you want to receive notifications.
  2. Tap to toggle the Enable Notification switch to the On position.
  3. To disable notifications, tap the Enable Notification to the Off position.

Personal cases

You can subscribe to receive update notifications of all their personal cases from the App Settings Screen. Once subscribed, you will receive notifications whenever there is an update to any of your personal cases.

  1. In the Notification section of  Settings, tap the Enable Personal Notifications toggle to the On position.
  2. To disable notifications, tap the Enable Personal Notifications to the Off position.

Account notifications

You can subscribe to receive update notifications for all the company cases of an account through the Accounts screen.

  1. Search for an account and mark it as favorite (optional).
  2. On the top right corner of the account screen, tap Settings > Enroll Notification.
  3. Tap the Account Push Notification toggle to the On position.
  4. Select the categories for which you would like to receive notifications:
    • New Escalations - Receive notifications if there are any escalation to the existing cases
    • New Critical Cases - Receive notifications if there are new critical cases created for this account
    • New High Cases - Receive notifications if there are new high cases created for this account
  5. Tap Apply.
  6. You will start receiving notifications from the app if any of the above conditions are met. 

Cloud incident notifications

You can subscribe to receive update notifications for Cloud Incidents for the cloud accounts that you have.

  1. Search for an account and mark it as favorite (optional).
  2. On the top right corner of the account screen, tap Settings.
  3. Click the toggle Cloud Incident Notifications to the On position.
  4. On enabling account notification users will be able to receive the notification when a Cloud Incident is created in Service Now for that account.
  5. To disable notifications, tap the Cloud Incident Notifications to the Off position.
    • NOTE: The Cloud Incident toggle will be enabled ONLY if there is cloud deployment for the account. For the users having only premise accounts, the Cloud Incident notification toggle button with be disabled.

  1. You can share the case info by tapping the Share button at the top right of a case.
  2. At the Share prompt, select the app with which you want to share the information.
    Case Share Option.png
  3. Once shared on clicking the link, it opens the application and will redirect you to the particular case details screen of the shared case.
  4. If you do not have the selected app installed in you device, you will be redirected to the  Play Store (Android) or  App Store (iOS) to download and install it.

If you are an on-premises user and have Remote Alarm Monitoring with Workbench, you will be able to access the Alarms and Alarm Notifications feature. You can view alarms and also set up alarm notifications.

Alarms screen

The Alarms list will populate based on a default view of all alarms by date received (descending order with most recent first). From the list, you will see a summary of key alarm information such as Alarm Severity, Server, App Name, Modified Date/Time, Description and Status.

  1. Select Alarm Monitoring from Application Menu on the Home screen.

Customize the alarms list view

You can also choose to customize the list of alarms that you wish to see on the List screen. The screen comes along with filtering option to filter the alarms based on various categories such as,

  • Alarm Type – All/Active/Closed
  • Alarm Severity – Critical/Major/Minor
  • Time Interval – Start Time; End Time
  • Disable Origin – List of server origins

You can view the filters by selecting the menu icon in the top right corner or by swiping left from the Cases tab. Once selected and applied, you can use the Reset filter option to reset the alarm filters.

Alarm details

  1. Tap on the alarm on the alarms list screen to view the details of that specific alarm.
  2. The alarm details will be populated as an expanded ribbon.

Alarm notifications

Included with Remote Alarm Monitoring with Workbench is the benefit of receiving alarm notifications.

  1. Go to ≡ Menu > Settings > .
  2. In the Notifications section, set the Alarm Notifications to the desired position.
  3. At the prompt, you can also select which alarm severities to be notified about.
  4. Tap Submit.

Multiview alarm lists

If you are a Genesys Partner or Internal User managing more than one end user with Remote Alarm Monitoring, you can view all your customers and their active alarms.

The Alarms screen will not have a list but will have a search option.

  1. Search for the account for which the alarms need to be displayed.
  2. Select the account and you can view the list of alarms for the account.

When you select Cases from the Home Screen or ≡ 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 management

  1. From the Cases screen, Designated Contacts should select Show Only My Cases toggle to view cases they have opened.
    • By default, the list shows all the non-closed company cases.
  2. Once toggled, a popup will be shown to set the My Cases as default landing screen in All Cases tab.
    • If desired, you can opt for this and can be reverted via app Settings.
  3. You can select any case to view the case details including the case Severity Level, Case Number, Case Status, Account Name, Product Support Group, Last Modified Date and Sub-Status.
  4. The case list is populated in priority categories as Critical, High, Medium and Low.
  5. The cases that are in Awaiting Info and Solution Proposed status that exceeded 24 hours without response will be highlighted in order to denote that user needs to take some action on those cases.

Using the Case List screen

Filter your cases

  1. Tap  More options > Filter Cases.
  2. Select the filters desired.
  3. Tap Apply.
  4. To reset the filters, tap Clear Filters.
  5. If you are 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.

Sort your cases

The Case List also comes with Sort option that sorts the cases based on Priority and Last Modified.

  1. Tap  More options > Sort By.
  2. Select the desired sorting option in the next menu. 

Favorites

If you want to access some cases frequently to stay on top of them, you can use the Favorites tab to add the cases that you want as favorites.

When the case or Account Name is searched in the search bar, you can favorite the case/account by clicking on the start button present on the right-hand side against the case/account name. When a Case is added to Favorites, the case notifications subscription will be enabled.

Once an account or case is marked as favorite, it will be displayed in the My Favorites section of Account/Cases tab. You can view the case list of Favorited account or case details of Favorited case by clicking on these cards. You can add as many as 20 favorites which includes both Accounts and Cases. If you want to add a new favorite and it has reached a limit of 20, then you must remove one of the existing favorites and then add the new one. The case subject will not be shown for the cases that are GDPR restricted for the user who logs in.

When a Case or an account is removed from Favorites, the case or account notifications subscribed will also be removed. A confirmation popup will be displayed to get the user input, as displayed below.

NOTE: You may see a prompt that No Favorites are Found. The Favorites tab is empty until you begin to favorite cases.

  1. Tap on the global search button and input the case number or the account you would like to favorite.
    • If you are the end user of the Genesys platform, then you can search for your company cases for which you have access to.
    • If you are a partner user, then you can search for an account or company cases for those you have access to.
  2. To add a Favorite, tap  Favorite.
  3. To remove a Favorite, tap  Remove, then tap Remove at the prompt to confirm.

Case details

You can view the details of a case by clicking on the case from the case list. The case list page contains details about the case along with the updates posted on the case. If you need more details on the case, you can click on the Expand (Downward arrow) icon to expand the details section. The bottom of the case details screen has an expandable menu indicated by a downward arrow. It has the below functionalities.

  • Post updates - Post updates to a case
  • Chat – Chat with the owner of the case or any available analyst if the owner is unavailable.
  • Escalation – Request to escalate a case for critical attention
  • Case Closure – Request to close a case.
  • Call - Redirects to the Genesys Contact Us page to choose the appropriate Toll Free numbers.

You can also opt to receive notification specifically on a case by Enabling Notification on the case details screen. Whenever there is an update happening, a notification will be sent to the app.

The email updates on the case updates section will be displayed only with the subject. For viewing the entire email updates, you need to select on More Info option. This will show the entire update in separate modal window.

As a part of General Data Protection Regulation (GPDR), the PII data of the EU/EEA customers will not be accessible by Genesys US personnel. When the Genesys US personnel access the Case details screen of EU/EEA customer, the below screen will be displayed to restrict the information. The case related functionalities like Post Update, Chat, Call, Escalation and Closure will not be available for access.

Overview

Biometric authentication allows you to use the biometric features of your mobile device as a method of login in place of the traditional email and password. 

Some biometric methods include: Fingerprint (Android), Facescan (Android), Face ID (iOS), Touch ID (iOS)

NOTE: You must have biometric authentication enabled and configured at the device before it will be available for the app.

Allow the app to use biometric authentication

After installing the app, you must allow the app-level access to biometric features of your device using the prompts.

  1. Open Genesys Care 2.0.
  2. At the prompt, tap OK (iOS), or scan your finger or face (Android).
  3. Once validated, you will be enrolled for biometric authentication at the app level.

Android Fingerprint example

iOS Face ID example

Toggle biometric authentication on or off

  1. Access  Settings within the app.
  2. Tap the toggle to the desired position.

Genesys Product Support will close a case for the following reasons: 

  • The proposed solution or answer provided by Product Support has been accepted by the customer 
  • The customer requests closure/cancellation of the case 
  • The Customer does not respond after three automated follow-ups, see Auto Follow-Up Process 

NOTE: All data in a closed case (including any logs or other customer files) is purged from My Support 30 days after the case is closed. 

Using the My Support webpage

  1. Login to My Support
  2. Go to Dashboard > Cases > View and Manage Cases
  3. Select a case. 
  4. Click the Close Case button. 
  5. Set the Sub Status to Resolved or Cancelled
  6. Enter your Closure Comment
  7. Select Close Case

Using the Genesys Care 2.0 App

  1. Select the case closure option from the expanded menu on the bottom of the case details screen.
  2. In the Case Closure window, select the appropriate reason for the closure then tap Submit.

Announcements

Case Escalation Management Process

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
     
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: https://rise.articulate.com/share/0N9zbnlzRL2HDa9AGu9rm1Yw5BOZnBNI using the password: Genesys2022.

Overview of the My Support Portal

Only Designated Contacts have access to create, update, close, or re-open a case. Other employees who work for Genesys direct customers, Partners, Resellers, or end users can request Read-Only access to the My Support Portal to view cases opened by Designated Contacts on behalf of their company.

The My Support Portal allows you to:

  • Open and manage your support cases (Designated Contacts only)
  • Search our Knowledge Base and Technical Documentation site
  • Register for and view our Genesys Engage Tech Tutorials
  • Learn about current Product Support news and announcements
  • Access Genesys Care Apps and Tools (Designated Contacts only)