Genesys Cloud - Main

Hello,

Every Queue can be configured with a Default Script. When the Architect's Call Flow transfers the call to a In-Queue Flow we specify the Queue.
But is it possible to override the Default Script ?
Example:
A call to a certain public number is destined for a particular Queue
But, depending on the language choice of the caller, a different script (or script page)  is shown to the Agent.

The reason I'm asking is following: we have configured a scren popup: a variable of the script gets a value from Architect depending on the language the caller has chosen. This variable is shown in the script. But this is not always working, sometimes there's no value passed on, hence the variable has no value, and nothing is shown in the script (I have a support ticket open for that, but so far no reason can be found),
A workaround could be to create different scripts per language, and depending on the language chosen, a certain script is used.

Regards

------------------------------
Steven Deferme
Quant ICT
------------------------------

Use the Set Screen Pop action.  
https://help.mypurecloud.com/articles/set-screen-pop-data-action/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 07-25-2018 10:05
From: Steven Deferme
Subject: Let Architect choose the script to display

Hello,

Every Queue can be configured with a Default Script. When the Architect's Call Flow transfers the call to a In-Queue Flow we specify the Queue.
But is it possible to override the Default Script ?
Example:
A call to a certain public number is destined for a particular Queue
But, depending on the language choice of the caller, a different script (or script page)  is shown to the Agent.

The reason I'm asking is following: we have configured a scren popup: a variable of the script gets a value from Architect depending on the language the caller has chosen. This variable is shown in the script. But this is not always working, sometimes there's no value passed on, hence the variable has no value, and nothing is shown in the script (I have a support ticket open for that, but so far no reason can be found),
A workaround could be to create different scripts per language, and depending on the language chosen, a certain script is used.

Regards

------------------------------
Steven Deferme
Quant ICT
------------------------------

Hello,

It kinda solved my problem.
But  although the Popup action is available for queue flows, I have noticed that the Popup script action does not work in a queue flow, i.e. the script is not displayed to the Agent as configured in the queue flow. Is this normal behavior ?


Kind regards

------------------------------
Steven Deferme
Quant ICT
------------------------------

Original Message:
Sent: 07-25-2018 15:06
From: Melissa Bailey
Subject: Let Architect choose the script to display

Use the Set Screen Pop action.
https://help.mypurecloud.com/articles/set-screen-pop-data-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-25-2018 10:05
From: Steven Deferme
Subject: Let Architect choose the script to display

Hello,

Every Queue can be configured with a Default Script. When the Architect's Call Flow transfers the call to a In-Queue Flow we specify the Queue.
But is it possible to override the Default Script ?
Example:
A call to a certain public number is destined for a particular Queue
But, depending on the language choice of the caller, a different script (or script page)  is shown to the Agent.

The reason I'm asking is following: we have configured a scren popup: a variable of the script gets a value from Architect depending on the language the caller has chosen. This variable is shown in the script. But this is not always working, sometimes there's no value passed on, hence the variable has no value, and nothing is shown in the script (I have a support ticket open for that, but so far no reason can be found),
A workaround could be to create different scripts per language, and depending on the language chosen, a certain script is used.

Regards

------------------------------
Steven Deferme
Quant ICT
------------------------------

The script from the in-queue flow should be displayed to the agent.  I ran some tests and it always worked.  A couple ideas:
1) Are you sure the caller went into the in-queue flow?  If an agent is available when the caller transfer to ACD the in-queue flow will not be executed.
2) How long was the caller in the in-queue flow?  If it's only for a couple seconds, the caller could be transferred to the agent before the set script pop action had a chance to complete, and so the agent would not see the different/updated script.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 09-26-2018 16:28
From: Steven Deferme
Subject: Let Architect choose the script to display

Hello,

It kinda solved my problem.
But  although the Popup action is available for queue flows, I have noticed that the Popup script action does not work in a queue flow, i.e. the script is not displayed to the Agent as configured in the queue flow. Is this normal behavior ?


Kind regards

------------------------------
Steven Deferme
Quant ICT

Original Message:
Sent: 07-25-2018 15:06
From: Melissa Bailey
Subject: Let Architect choose the script to display

Use the Set Screen Pop action.
https://help.mypurecloud.com/articles/set-screen-pop-data-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-25-2018 10:05
From: Steven Deferme
Subject: Let Architect choose the script to display

Hello,

Every Queue can be configured with a Default Script. When the Architect's Call Flow transfers the call to a In-Queue Flow we specify the Queue.
But is it possible to override the Default Script ?
Example:
A call to a certain public number is destined for a particular Queue
But, depending on the language choice of the caller, a different script (or script page)  is shown to the Agent.

The reason I'm asking is following: we have configured a scren popup: a variable of the script gets a value from Architect depending on the language the caller has chosen. This variable is shown in the script. But this is not always working, sometimes there's no value passed on, hence the variable has no value, and nothing is shown in the script (I have a support ticket open for that, but so far no reason can be found),
A workaround could be to create different scripts per language, and depending on the language chosen, a certain script is used.

Regards

------------------------------
Steven Deferme
Quant ICT
------------------------------

Hi Steven,

Has the suggested solution fixed your problem? I use a screen pop action, but the language variable I use is not reliably set.

I got the following answer from support after 3 months and multiple escalations:
"Looks like this is expected behaviour. We don't provide a built-in variable for language, so you guys are using a custom variable for the language.  We don't recommend customers use custom variables for an in-queue call flow because they can run into issues where the information gathered in that variable is not populated to the interaction details. This is because the call starts ringing to the agent before the variable can be set to the interaction details.  By the time the language is set in the interaction details, the UI won't show it.  However, a refresh can fix it, as the customer has experienced."

So I still have the issue of not reliably being able to show the selected language to our multi-lingual agents. As a result, they don't know which language to use to greet the customer. 


------------------------------
Kind regards,
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 07-25-2018 10:05
From: Steven Deferme
Subject: Let Architect choose the script to display

Hello,

Every Queue can be configured with a Default Script. When the Architect's Call Flow transfers the call to a In-Queue Flow we specify the Queue.
But is it possible to override the Default Script ?
Example:
A call to a certain public number is destined for a particular Queue
But, depending on the language choice of the caller, a different script (or script page)  is shown to the Agent.

The reason I'm asking is following: we have configured a scren popup: a variable of the script gets a value from Architect depending on the language the caller has chosen. This variable is shown in the script. But this is not always working, sometimes there's no value passed on, hence the variable has no value, and nothing is shown in the script (I have a support ticket open for that, but so far no reason can be found),
A workaround could be to create different scripts per language, and depending on the language chosen, a certain script is used.

Regards

------------------------------
Steven Deferme
Quant ICT
------------------------------

Have you considered using whisper audio?  Whisper audio is a short bit of audio (we recommend < 3 seconds) that is played to the agent before connecting to the customer.  The customer does not hear it. 

https://help.mypurecloud.com/articles/set-whisper-audio-action/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-23-2018 13:28
From: Sven Schiller
Subject: Let Architect choose the script to display

Hi Steven,

Has the suggested solution fixed your problem? I use a screen pop action, but the language variable I use is not reliably set.

I got the following answer from support after 3 months and multiple escalations:
"Looks like this is expected behaviour. We don't provide a built-in variable for language, so you guys are using a custom variable for the language.  We don't recommend customers use custom variables for an in-queue call flow because they can run into issues where the information gathered in that variable is not populated to the interaction details. This is because the call starts ringing to the agent before the variable can be set to the interaction details.  By the time the language is set in the interaction details, the UI won't show it.  However, a refresh can fix it, as the customer has experienced."

So I still have the issue of not reliably being able to show the selected language to our multi-lingual agents. As a result, they don't know which language to use to greet the customer.


------------------------------
Kind regards,
Sven Schiller
Kognitiv

Original Message:
Sent: 07-25-2018 10:05
From: Steven Deferme
Subject: Let Architect choose the script to display

Hello,

Every Queue can be configured with a Default Script. When the Architect's Call Flow transfers the call to a In-Queue Flow we specify the Queue.
But is it possible to override the Default Script ?
Example:
A call to a certain public number is destined for a particular Queue
But, depending on the language choice of the caller, a different script (or script page)  is shown to the Agent.

The reason I'm asking is following: we have configured a scren popup: a variable of the script gets a value from Architect depending on the language the caller has chosen. This variable is shown in the script. But this is not always working, sometimes there's no value passed on, hence the variable has no value, and nothing is shown in the script (I have a support ticket open for that, but so far no reason can be found),
A workaround could be to create different scripts per language, and depending on the language chosen, a certain script is used.

Regards

------------------------------
Steven Deferme
Quant ICT
------------------------------

Thanks for your comment about Whisper Audio.
I was able to fix my problem by sending the original value of the built-in variable Call.Language. I'm now interpreting the content in the pop-script, which is a bit more cumbersome (nested if-then-else clauses), but seems to work reliably. (Before, I had a flow variable that was set in a switch statement, but that was not coming across reliably and would remain unset in the pop-script about half the time).

------------------------------
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 08-24-2018 16:41
From: Melissa Bailey
Subject: Let Architect choose the script to display

Have you considered using whisper audio?  Whisper audio is a short bit of audio (we recommend < 3 seconds) that is played to the agent before connecting to the customer.  The customer does not hear it.

https://help.mypurecloud.com/articles/set-whisper-audio-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-23-2018 13:28
From: Sven Schiller
Subject: Let Architect choose the script to display

Hi Steven,

Has the suggested solution fixed your problem? I use a screen pop action, but the language variable I use is not reliably set.

I got the following answer from support after 3 months and multiple escalations:
"Looks like this is expected behaviour. We don't provide a built-in variable for language, so you guys are using a custom variable for the language.  We don't recommend customers use custom variables for an in-queue call flow because they can run into issues where the information gathered in that variable is not populated to the interaction details. This is because the call starts ringing to the agent before the variable can be set to the interaction details.  By the time the language is set in the interaction details, the UI won't show it.  However, a refresh can fix it, as the customer has experienced."

So I still have the issue of not reliably being able to show the selected language to our multi-lingual agents. As a result, they don't know which language to use to greet the customer.


------------------------------
Kind regards,
Sven Schiller
Kognitiv

Original Message:
Sent: 07-25-2018 10:05
From: Steven Deferme
Subject: Let Architect choose the script to display

Hello,

Every Queue can be configured with a Default Script. When the Architect's Call Flow transfers the call to a In-Queue Flow we specify the Queue.
But is it possible to override the Default Script ?
Example:
A call to a certain public number is destined for a particular Queue
But, depending on the language choice of the caller, a different script (or script page)  is shown to the Agent.

The reason I'm asking is following: we have configured a scren popup: a variable of the script gets a value from Architect depending on the language the caller has chosen. This variable is shown in the script. But this is not always working, sometimes there's no value passed on, hence the variable has no value, and nothing is shown in the script (I have a support ticket open for that, but so far no reason can be found),
A workaround could be to create different scripts per language, and depending on the language chosen, a certain script is used.

Regards

------------------------------
Steven Deferme
Quant ICT
------------------------------