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  • 1.  Display Customer Names from Data Table in Agent Script Drop-Down

    Posted 05-12-2025 10:44

    Hi Community,

    I'm looking to implement the following in Genesys Cloud:

    I want to fetch a list of customer names stored in a Data Table and display them in a drop-down menu within an Agent Script. The goal is to allow agents to select one of the customer names from the list during an interaction.

    Could anyone guide me on how to achieve this? Specifically:

    • Is it possible to dynamically populate a drop-down in Agent Scripts using Data Table entries?

    • What would be the best approach or workaround if this isn't natively supported?

    Appreciate your help!


    #ArchitectureandDesign
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration

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    Karthik Ageer
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  • 2.  RE: Display Customer Names from Data Table in Agent Script Drop-Down

    Posted 05-12-2025 11:58

    Hi Karthik, 

    I will look into this and see if it is possible, but in the meantime hopefully someone else in the community will be able to provide some info.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Display Customer Names from Data Table in Agent Script Drop-Down
    Best Answer

    Posted 05-13-2025 02:35
    Edited by Jason Kleitz 05-13-2025 09:24

    Hi Karthik,

    I do not think, that data tables will fit your requirements. First: Data Tables have a limitation of 5000 rows. Second: It does not work like a table in a SQL Data Base. You can not start a complex query. You can only access a row via its key attribute row by row.
    In theory you could query the data table ID by ID (key attrubute) as often as needed and fill a list in the script. You could attach that list variable to the drop down. But it is really unpractical.
    Suggestion: Use external contacts instead?



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    Christoph Domaschke
    Leiter Service Center (Cronbank)
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    Original Message


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