Genesys Cloud - Main

Hello,

I am hoping someone can provide some insights as to how we can dynamically display a message (ex: an alert) to agents in Agent Script when there is an urgent message to send to them. Use case: we are a Financial Institution and if there is an outage, such as ATMs, we would want non-Genesys Admin staff to be able to write a message (perhaps in a canned response, or other UI such as SharePoint) and that message would dynamically appear in the Agent Script.  When the outage is done, that same staff could blank out the message and it would disappear from Agent Script.  Any ideas out there?  Soon our org will be implementing Knowledge Fabric with SharePoint so perhaps our solution will be within that.

Thank you kindly!

Sheryl

#Omni-ChannelDesktop/UserInterface

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Sheryl McKercy
Program Manager, Contact Centre Technologies
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Hello Sheryl, 

I have one recommendation you can consider. But I am betting the community will give you some more. 

My recommendation would be an Agent Script with Data Actions + SharePoint. Since you already mentioned implementing Knowledge Fabric with SharePoint, this could be a viable solution, I believe. 

How it would work:

• • Create a Data Action that queries a SharePoint list or document where non-admin staff can update messages (e.g., a simple SharePoint list with a "CurrentAlert" column)
  • Configure your Agent Script to execute this Data Action when the script loads or when an interaction starts
  • Use the Alert Action in the script to display the retrieved message as a pop-up to agents
  • The Alert Action supports variable interpolation, so you can dynamically display the content fetched from SharePoint
  • When the outage is resolved, staff simply clear or update the message in SharePoint, and new interactions will display the updated (or blank) message

  The permissions needed would be for script designers: View and Execute for data actions. Agents would need integrations > view, and bridge > actions > execute and Data Actions must be enabled in your script properties.  

  A limitation I could see would be the alert would typically display when the script loads/interaction begins, not as a live banner that updates in real-time while agents are already on calls.

  This is just one idea, but I hope it gets you started on the right track. 

  Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Sheryl

I have a very similar scenario.
When the call reaches the agent, it queries a data action and in turn queries a data table.

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Data table: 

-

data action: 

GET /api/v2/flows/datatables/ID OF THE DATA TABLE/rows/${input.queueName}?showbrief=false

-

response: 

-

contract: 

input

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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.
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Hello, @Sheryl McKercy

There are a lot of ways to do that.

One simple and fast way to do that is using a data table and a screen pop-up.

Flow: 

Script:

Data Table: 

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Arthur Pereira Reinoldes
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