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  • 1.  Script validation vs. "Done" button

    Posted 02-18-2022 07:52
    No replies, thread closed.
    Hi everyone,

    I have an interaction script in place that uses Data Actions to perform a lot of stuff (in particular write tracking information in business databases) along the script flow during the phonecall.
    When the phonecall ends, the "Done" button appears in the bottom right corner, that allows the agent to end the interaction.
    But we need that agent to perform some script validations before ending the interaction. Ideally, we need the agent to end the interaction using script buttons.

    Is there any way to somehow hide or disable that Done button? or prevent the interaction to end that way without performing custom script validations?

    I found this post:
    https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=846ebf66-74bd-49b6-8429-e7fa94bb3b65&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer
    and this idea:

    https://genesyscloud.ideas.aha.io/ideas/OP-I-629
    But that's from 2018..


    Thank you in advance.
    Carlos Correia
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Carlos Correia
    Xseed-Consultoria e Sistemas de Informacao Lda
    ------------------------------


  • 2.  RE: Script validation vs. "Done" button
    Best Answer

    Posted 02-21-2022 00:17
    No replies, thread closed.
    Nothing yet.  The new Agent Requested along with a short timeout could do what you want - kind of.  Just get your friends and mother to vote up the idea.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Script validation vs. "Done" button

    Posted 02-21-2022 06:35
    No replies, thread closed.
    Hi Robert,

    Thank you for the answer.
    Can you please detail the "new Agent Requested along with a short timeout" solution?

    Regards,
    Carlos Correia

    ------------------------------
    Carlos Correia
    Xseed-Consultoria e Sistemas de Informacao Lda
    ------------------------------

    Original Message


  • 4.  RE: Script validation vs. "Done" button

    Posted 02-21-2022 12:07
    No replies, thread closed.
    In March, a new ACW option will be released called Agent Requested that will just skip ACW unless the agent requests it during the call.  It is great for those times where you don't want agent to have to choose and click Done for every interaction.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Script validation vs. "Done" button

    Posted 02-21-2022 14:57
    No replies, thread closed.
    Not really what I'm looking for, but still good to know. Thank you for the info.

    ------------------------------
    Carlos Correia
    Xseed-Consultoria e Sistemas de Informacao Lda
    ------------------------------

    Original Message


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