Genesys Cloud - Main

Hello !

Sometimes the loading of the agent script needs longer than the agent alert timeout and the agent is not able to accept the call.
Is there a special loading sequence for the script ? 
So maybe I could reduce the shown variables in the first tab to make sure the call can be accepted in time, and load everything else in the folloring tabs ?
Any other best practices are highly welcoma as well. 
Thank you , Thomas

Hi Thomas,

From my understanding, the documentation doesn't describe the internal loading sequence of an Agent Script or whether subsequent tabs are lazy-loaded. However, one area worth reviewing is whether the initial page contains Page Load actions, Data Actions, or calls to external systems, as these are more likely to introduce delays than simply displaying script variables.

If possible, I'd keep the first page focused on the information the agent needs immediately and move non-essential lookups or Data Actions to later pages, using Page Load actions on those pages so they only execute when the agent navigates to them.

It may also be worth reviewing the queue's Alerting Timeout while you investigate the root cause.

I'd be interested to hear if anyone has tested whether moving functionality to later pages has a measurable impact on the initial script load time.

Reference: https://help.genesys.cloud/articles/scripting-best-practices-and-recommendations/

Thanks a lot, Phaneendra !