Genesys Cloud - Main

Hello,

I have built a script using the Scripter to schedule a callback. My goal is to allow agents to schedule the callback in several different queues, but with the script I created, the callback is only being scheduled in the first specified queue, and the scheduling for the second and third queues is not being executed.

Could you please help me find the error?

I also have a second question: Is it possible to display the specific queues where I want the callback to be scheduled in the system's callback scheduling window (where Genesis provides the callback scheduling function)?

I managed to implement the second part of the question. The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?

Hello,

I have built a script using the Scripter to schedule a callback. My goal is to allow agents to schedule the callback in several different queues, but with the script I created, the callback is only being scheduled in the first specified queue, and the scheduling for the second and third queues is not being executed.

Could you please help me find the error?

I also have a second question: Is it possible to display the specific queues where I want the callback to be scheduled in the system's callback scheduling window (where Genesis provides the callback scheduling function)?

I've fixed the script as well. Only this question remains - "The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?" From the information I found, it says that I can't restrict the list of queues. Maybe someone has experience with how this could be done?

I managed to implement the second part of the question. The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?

Hello,

I have built a script using the Scripter to schedule a callback. My goal is to allow agents to schedule the callback in several different queues, but with the script I created, the callback is only being scheduled in the first specified queue, and the scheduling for the second and third queues is not being executed.

Could you please help me find the error?

I also have a second question: Is it possible to display the specific queues where I want the callback to be scheduled in the system's callback scheduling window (where Genesis provides the callback scheduling function)?

Hi @Beka Mumladze,
How are you getting the "Full" list of queues inside the script to be displayed to the agent ?

Regards

I've fixed the script as well. Only this question remains - "The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?" From the information I found, it says that I can't restrict the list of queues. Maybe someone has experience with how this could be done?

I managed to implement the second part of the question. The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?

Hello,

I have built a script using the Scripter to schedule a callback. My goal is to allow agents to schedule the callback in several different queues, but with the script I created, the callback is only being scheduled in the first specified queue, and the scheduling for the second and third queues is not being executed.

Could you please help me find the error?

I also have a second question: Is it possible to display the specific queues where I want the callback to be scheduled in the system's callback scheduling window (where Genesis provides the callback scheduling function)?

Hello @Vineet Kakroo, the full list is not visible in the script. In the script, I only displayed the queues that I wanted to be shown to the operators. The complete list is visible in the system's default tab, which is where the callback is scheduled.

Hi @Beka Mumladze,
How are you getting the "Full" list of queues inside the script to be displayed to the agent ?

Regards

I've fixed the script as well. Only this question remains - "The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?" From the information I found, it says that I can't restrict the list of queues. Maybe someone has experience with how this could be done?

I managed to implement the second part of the question. The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?

Hello,

I have built a script using the Scripter to schedule a callback. My goal is to allow agents to schedule the callback in several different queues, but with the script I created, the callback is only being scheduled in the first specified queue, and the scheduling for the second and third queues is not being executed.

Could you please help me find the error?

I also have a second question: Is it possible to display the specific queues where I want the callback to be scheduled in the system's callback scheduling window (where Genesis provides the callback scheduling function)?

Hi Beka,

For the native callback scheduling window in Genesys Cloud, it doesn't appear possible to filter or hide queues. That interface automatically lists any queue the agent has permission to schedule callbacks for, and the only way to remove a queue from that list is to remove the callback-scheduling permission for that queue but then the agent also can't schedule callbacks into it at all.

Because of that limitation, one common approach is to control the allowed queue list inside the script itself. For example, you can present operators with a restricted set of queues (e.g., via a dropdown or conditional logic) and then route the callback to the appropriate queue through your script's callback action. That gives you full control over which queues agents can use, even though the native Genesys window will still display the full list.

If anyone has found a way to filter the native callback UI directly, it would definitely be useful to hear.

Hope this helps.

Regards,

Phaneendra

Hello @Vineet Kakroo, the full list is not visible in the script. In the script, I only displayed the queues that I wanted to be shown to the operators. The complete list is visible in the system's default tab, which is where the callback is scheduled.

Hi @Beka Mumladze,
How are you getting the "Full" list of queues inside the script to be displayed to the agent ?

Regards

I've fixed the script as well. Only this question remains - "The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?" From the information I found, it says that I can't restrict the list of queues. Maybe someone has experience with how this could be done?

I managed to implement the second part of the question. The queues are now visible in the system's callback scheduling window, but all queues are displayed. Now I want to restrict this and leave only a few specific queues visible. Is this possible?

Hello,

I have built a script using the Scripter to schedule a callback. My goal is to allow agents to schedule the callback in several different queues, but with the script I created, the callback is only being scheduled in the first specified queue, and the scheduling for the second and third queues is not being executed.

Could you please help me find the error?

I also have a second question: Is it possible to display the specific queues where I want the callback to be scheduled in the system's callback scheduling window (where Genesis provides the callback scheduling function)?