Genesys Cloud - Main

Hello colleagues,

I've been loking around a while now, but I couldn't find an answer for this yet.

For inbound and outbound calls I'm using trigger to call workflows and in these workflows I call other systems and fetch data. These data I want to use as input variables in the agent script. However the input variables are only updated, when I manually click a button with the "scripter refresh input variable action".

Is there a chance to automatically update these input variables for the agent, so he doesn't have to do something manually? Or maybe I can actively trigger an update for these input variables from within a workflow, this would also be a good solution for my problem.

Thanks,

Bero

#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

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Bero Acker
Würth IT GmbH
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Hi Bero

A few suggestions from the top of my head and without knowing any more details some of these might work for you, some might not.

Have you tried on the Agent script, having an on page load action that does the refresh and then waits and tries again every few seconds for a minute or two? 

Instead of workflows, have you thought about calling those data actions in your inbound flow and just adding that data as inputs in the screen pop action?

Or calling the data actions in the agent script directly?

Or using a secure flow from the agent that does that work, then you have a customer action that triggers it so you can then do the update?

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Anton Vroon
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Thank you Anton, I totally missed the available action on page load, this works perfectly for this usecase. The answering time for the conntected system ist 2 to 4 seconds, so I have now 6 delays with 700 ms each and update the variables after each delay.

Best regards,
Bero

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Bero Acker
Würth IT GmbH
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Original Message:
Sent: 12-19-2023 13:41
From: Anton Vroon
Subject: Automatic Refresh of Script Input Variables

Hi Bero

A few suggestions from the top of my head and without knowing any more details some of these might work for you, some might not.

Have you tried on the Agent script, having an on page load action that does the refresh and then waits and tries again every few seconds for a minute or two? 

Instead of workflows, have you thought about calling those data actions in your inbound flow and just adding that data as inputs in the screen pop action?

Or calling the data actions in the agent script directly?

Or using a secure flow from the agent that does that work, then you have a customer action that triggers it so you can then do the update?

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Anton Vroon
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