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  • 1.  How is the script button made viewable to agents?

    Posted 08-17-2021 13:19
    No replies, thread closed.
    Hi all!  I have created and published my first script, but it is not viewable to myself or agents in the interactions box in Chrome or the Cloud App.  How do we enable the script button so it is viewable to agents in both Chrome and the app?  I read something that it may only be viewable on live calls from the queue, but am unable to view it on live calls.  Thanks for any assistance you can offer.
    #Ask Me Anything (AMA)

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    Diana Lehman
    State of Missouri
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  • 2.  RE: How is the script button made viewable to agents?

    Posted 08-17-2021 13:26
    No replies, thread closed.
    You can use the set script pop action in your flow to select a script before transferring to acd, or choose a default script on the queue for each channel.

    https://help.mypurecloud.com/articles/add-set-screen-pop-data-action-task/
    https://help.mypurecloud.com/articles/edit-or-delete-queues/

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: How is the script button made viewable to agents?

    Posted 08-17-2021 13:51
    No replies, thread closed.
    Thanks Melissa, I think we are half way there now.  We made the changes you suggested.  We still don't have the script icon, but the published script is now displaying as a "canned response".  I am going to do more research on the pros and cons of the canned responses vs scripts, since we are only able to get the scripts display after selecting the canned response button.

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    Diana Lehman
    State of Missouri
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    Original Message


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