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  • 1.  Scripts for ACD email routing

    Posted 11-09-2018 04:57
    why do you have to click on the script icon for the script to appear in ACD Email Routing 

    script button on email routing
    #Routing(ACD/IVR)

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    Roisin Floyd
    Wren Data Ltd.
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  • 2.  RE: Scripts for ACD email routing

    Posted 11-09-2018 05:06
    I am just in the process of setting up email and chat and both these require the agent to manually select the script, my best guess is that scripting auto pop is restricted to voice but in order to prevent confusing the agent after accepting the interaction whilst on a call. However, I would be interested in the formal replies coming back from those that know. :-)

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    Matt Calton
    Grove & Dean Ltd
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    Original Message


  • 3.  RE: Scripts for ACD email routing

    GENESYS
    Posted 11-09-2018 08:50
    Sorry, I don't have the "why", but clicking the Scripts button for email and chat is the documented correct behavior.

    https://help.mypurecloud.com/articles/use-scripts/

    "Scripts automatically appear in the Interaction panel for voice interactions.

    To display scripts for email and chat interactions, click the script icon."



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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 4.  RE: Scripts for ACD email routing

    GENESYS
    Posted 12-14-2018 19:09
    Edited by Vikki Papesh 12-14-2018 19:10
    I have also noted this behavior and wish it was at a minimum persistent across interactions.

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    Vikki Papesh
    Genesys - Employees
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    Original Message


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