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  • 1.  Query on Participant Data Update Behavior in Genesys Script

    Posted 2 days ago
    Edited by Rizvi Zeeshan Haider 2 days ago
      |   view attached
    Hello Team,
     
    We are currently sending correspondence to AXE (external CRM) from a Genesys script. As part of the process, agents are required to fill in the necessary details and click on the Submit button to trigger the Data Action (please refer to the attached screenshot).
     
    However, we have observed that once the agent starts entering the required details, the participant data is getting updated immediately within the interaction-prior to clicking the Submit button.
     
    Could you please confirm if there is a way to control this behavior such that the participant data is updated only after the Submit button is clicked, rather than during data entry?

    Thanks in advance, prompt response would be appreciated!


    #Architect
    #DataActions
    #Integrations
    #Scripts

    ------------------------------
    Rizvi Zeeshan Haider
    ------------------------------



  • 2.  RE: Query on Participant Data Update Behavior in Genesys Script

    Posted 2 days ago

    Hello Rizvi Zeeshan Haider,

    Based on my understanding, this behavior seems to be related to the script variable configuration.

    If the field is linked directly to Participant Data / Output, Genesys can update it while the agent is typing.

    A possible approach is to use a temporary script variable with Output = No, as shown in the screenshot. Then, update the final Participant Data or trigger the Data Action only when the Submit button is clicked.

    Hope this helps.



    ------------------------------
    Luiz Rosa
    Full stack developer
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    Original Message


  • 3.  RE: Query on Participant Data Update Behavior in Genesys Script

    Posted 2 days ago

    Excellent idea @Luiz Rosa! This will really help with a script I'm currently working on.



    ------------------------------
    Leonardo Teixeira
    NA
    ------------------------------

    Original Message


  • 4.  RE: Query on Participant Data Update Behavior in Genesys Script

    Posted 3 hours ago

    Hi @Rizvi Zeeshan Haider

    I understand that if you are already sending the information through Data Actions, you do not need to declare it as Participant Data. In that case, just create the variable and use it in the Data Action.

    If you want the data to also be available in Participant Data, you have two options:

    1. Declare it as an output, and it will be created in the Agent Participant Data;

    2. Create the Participant Data in the flow and create a variable in the script with the same name. In the script, also declare it as an output. This will create it in the Customer Participant Data.

    Hope this help!!!



    ------------------------------
    Danniel Cioti
    PS
    ------------------------------

    Original Message


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