Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Conditional Drop Down on Script

    Posted 04-04-2025 10:58

    Dear team,

    I am trying to achieve multi level disposition through script. I followed below topic and achieved it. Now i want to make the disposition field as Mandatory. Agent should not dispose the call without selecting the disposition in Script. I made the filed as required. But, It is not helping. Please advice

    Conditional Drop Down on Script

    Genesys Cloud Developer Forum remove preview
    Conditional Drop Down on Script
    Hi, I would like to know if it is possible to create a conditional drop down list in scripts? my idea is I have 2 Drop down selection and the values on the 2nd drop down should be dependent on the selection on the 1st drop down? like a link drop down list.
    View this on Genesys Cloud Developer Forum >

     


    #Scripts

    ------------------------------
    Gowthaman Govindarajan
    ------------------------------


  • 2.  RE: Conditional Drop Down on Script

    Posted 04-04-2025 12:25
    Edited by Orhun Sahin 04-04-2025 12:29

    Hi Gowthaman,

    Regarding forcing call disposition after taking an action within an script, I don't believe that's directly possible. My understanding is that Genesys Cloud scripts function as separate applications guiding the agent, rather than controlling the core interaction lifecycle.

    Genesys Cloud manages the actual call disposition and wrap-up phase based on the Queue's wrap-up configuration (e.g., Mandatory, Time-boxed, Optional/Agent Requested), not commands initiated solely from the script itself.



  • 3.  RE: Conditional Drop Down on Script

    Posted 04-09-2025 05:13
    Edited by Thomas Stutz 04-09-2025 05:15

    I understand that Genesys Cloud scripts are designed to guide agents and not directly control the core interaction lifecycle. However, it would be extremely beneficial if some form of validation mechanism were available within the script environment-especially when dealing with mandatory fields.

    In any modern web form, it's standard practice to prevent submission until all required fields are filled out. This kind of validation is not just a "nice-to-have" but a fundamental feature to ensure data quality and process compliance.

    Unfortunately, the current behavior in Genesys Cloud leads to frequent cases where users forget to fill in critical information-especially when it's not enforced. As a result, essential data is missing, which impacts reporting, follow-up actions, and overall service quality.

    It's hard to understand why such a basic validation capability isn't supported in Genesys Cloud. A mechanism that prevents the agent from ending or completing the interaction until all required fields in the script are filled would be a significant improvement and help maintain data integrity across the board.

    Is there perhaps any known workaround or upcoming feature on the roadmap that would address this gap?



    ------------------------------
    Thomas Stutz
    ------------------------------

    Original Message


  • 4.  RE: Conditional Drop Down on Script

    Posted 04-09-2025 05:21

    Hi Thomas,

    I totally understand the points you raised espacially for the reporting side and I think it's a great idea to establish a relation between the script and the wrap-up process so that the script can be validated first and then the agent can save the wrap-up code. I suggest you to create this idea via the AHA! Ideas Lab.



  • 5.  RE: Conditional Drop Down on Script

    Posted 04-10-2025 11:37

    Concern raised with Genesys already and it is in future consideration

    https://genesyscloud.ideas.aha.io/ideas/CEIH-I-75

    https://genesyscloud.ideas.aha.io/ideas/INB-I-924



    ------------------------------
    Gowthaman Govindarajan
    ------------------------------

    Original Message


Related Content