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  • 1.  How to open an app from the agent's script workspace during a voice interaction.

    Posted 9 days ago

    Looking for a solution for our SmartVideo (foundry partner) app integration.  Current state our agents work from the agent workspace in Genesys and we utilize the script workspace for all voice interactions.  We are launching the option for a caller or agent to escalate to a video interaction.  To initiate that video, it requires that the agent lauch the "SmartVideo" app. 

    Scanario#1 - If the app is a widget (In the new UI, the "apps" activity button is on the top bar) Genesys does not allow the widget app to be open along side the agent workspace which houses all the call-related tools and script.  IDK if I broke something because this is a very odd behavior...   

    Scanario#2 - If the app is set to standalone, it must be launched from the MENU often requiring several clicks, very painful but it does then allow the app to be open along side the agent workspace and thus hosts the video portion of the interaction.

    I'm looking for a user-friendly way to launch that video app.  A simple button programmed in the script workspace would be great.  Is that possible?  I've tried embedding it as a URL or link and that does not work in real world testing, all that does is open another Genesys screen within the screen and it doesn't even display the app. 

    Thanks!


    #System/PlatformAdministration

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    Marcus Hanna
    Technology Manager
    CHP
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  • 2.  RE: How to open an app from the agent's script workspace during a voice interaction.

    Posted 8 days ago
    Edited by Phaneendra Avatapalli 8 days ago

    Marcus,

    If SmartVideo exposes a direct launch URL, you may be able to trigger it using a Screen Pop in Architect rather than embedding it in the script workspace.

    You can configure the screen pop to open a URL in a new tab/window, and it can even launch automatically as soon as the agent accepts the interaction. That avoids the panel rendering limitations of widget apps in the Agent Workspace.

    If you only want it triggered during escalation, you could conditionally set the screen pop based on an interaction attribute.

    That may provide a cleaner experience than requiring agents to manually open the standalone app.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 3.  RE: How to open an app from the agent's script workspace during a voice interaction.

    Posted 3 hours ago

    That's really what we want to do, is to launch video from the script workspace using a button.  



    ------------------------------
    Marcus Hanna
    Technology Manager
    ------------------------------

    Original Message


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