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  • 1.  Best practice to suppress Script pop-up after Queue Transfer

    Posted 11 hours ago

    Hi Developer Community,

    I am looking for the best standard practice to manage script behavior during inter-queue transfers.

    The Scenario:

    • A script is currently set at the Flow level and assigned to Queue A.

    • When a call is transferred from Queue A to Queue B, the script persists and pops up for the second agent.

    • Goal: I need the script to automatically close or be removed once the call leaves the first queue.

    Questions:

    • What is the recommended approach to stop the script from appearing after a transfer?

    • Should this be handled via Architect logic or a Script property?

    I would appreciate your guidance and technical inputs on this.

    Thanks in advance!


    #DataActions
    #Scripts

    ------------------------------
    Thanks,
    Balaji B
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  • 2.  RE: Best practice to suppress Script pop-up after Queue Transfer

    Posted 9 hours ago

    Hi Balaji, 

    It's difficult to talk about best development practices; I for exemple, depending on the complexity of each client, will do it differently, haha.

    -

    In Genesys Cloud , when a script is attached at the flow level, it becomes part of the interaction context. Because of that, the script persists with the conversation, even if the call is transferred to another queue. That's why the second agent still sees the same script.

    -

    If use the script individually in each queue isn't for a good option, for example "queue A, script A", queue B, script B", what I would do is mark a participant data before the transfer.

    -

    For example, a boolean script variable called "use_script" that is initially set to false in the script.
     
    In the flow, create a data participant with the same name, use_script, and place it before the transfer block, marking it as "true" (flow.usescript = true ---- data participant = use_script).
     
    On the start page, you could create logic: if the variable is false, it means it didn't come from the flow, it could be an active call, for example.
     
    When the interaction reaches queue A, change the value to true after presenting the script.
     
    When it reaches queue B, if the value is already true, it's because it was a transfer; take another action related to the script.
     
    Does it work? I don't know, I believe so, I would need to test it...But it's an idea, haha.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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