Genesys Cloud - Main

Dear Community,

I have successfully replicated the callback scheduling options available in the Genesys Agent UI within an Agent Script, including:

• Route callback to me if possible
• Take Ownership

Please find the attached screenshots for your reference.

However, I have a question regarding the behavior of these two options.

Is there any supported way to automatically disable or gray out the Take Ownership option when the agent selects Route callback to me if possible, and vice versa?

In the Genesys Agent UI, these two options are mutually exclusive. When one option is selected, the other is automatically grayed out. We would like to replicate the same behavior in the Agent Script, if possible.

Could you please confirm whether there is a supported approach to achieve this behavior within an Agent Script, or if there are any recommended alternatives?

Thank you in advance for your guidance.

Hi Muhammed,

First of all, thank you for sharing this.

One thing that may be worth trying is using the Visible property together with your own Boolean variables.

We've used this approach in our scripts by creating Boolean variables (for example, TrueValue and FalseValue) and using them in the Visible expression to show or hide components based on previous selections.

If the Route callback to me if possible and Take ownership options can be controlled through script variables rather than being internal to the Schedule Callback component, you may be able to make them mutually exclusive by controlling their visibility.

I haven't tested this with the Schedule Callback component specifically, but it may be worth exploring. I've attached a screenshot of the Visible property for reference.

Hope this helps.

Dear Phaneendra,

Thank you for sharing the detailed information.

As you suggested, I tried implementing it; however, it is not working on my end. If you don't mind, could you please share the True/False expression that you configured in the Visible field?

It would be very helpful for me to compare it with my configuration.

Thank you in advance.

Hi,

Happy to share.

In our case, we created a Boolean variable (for example, ActionCompleted) which is initially set to FalseValue. Once the action completes successfully, we use a Set Variable action to update:

ActionCompleted = TrueValue

The component's Visible property then checks:

(
  {{Scripter.Interaction State}} == "Connected" or
  {{Scripter.Interaction State}} == "Disconnected" or
  {{Scripter.Interaction State}} == "Held"
)
and
({{ActionCompleted}} == {{FalseValue}})
and
({{LookupResult}} == "Found")
and
({{ActionType}} != "")

Once ActionCompleted is set to TrueValue, the expression evaluates to False, so the component is automatically hidden.

My thought was that a similar pattern might work for your callback options if they're exposed as script variables. For example, after one option is selected, you could use a Set Variable action to update a Boolean variable and use that variable in the Visible expression to hide the alternative option.

I haven't tested this with the Schedule Callback component specifically, so I'm not sure whether those options are exposed in the same way, but it may be worth exploring.

Hope this helps.