Genesys Cloud - Main

We have a very basic script that displays call information and 1 item of collected caller input. It's only about 500px wide. When the interaction is delivered to an agent the width of the script is very narrow, about 100 pix wide. On every interaction, agents seem to have to click 'expand' on the call window to enlarge the right side of the screen to be able to see the script. Before we put any more design time into it, is there a way for the script to open to its proper width without requiring the agent to resize it?  I've uploaded a screen capture as an example.
#Unsure/Other

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Mark Kastner
Gate 1 Travel
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The design is for the agent to click the Expand button (I usually do so while not on an interaction, just On Queue). When an interaction comes in adjust the view by clicking the three vertical buttons on the divider and choosing the desired layout (I usually use the one where the script takes up 3/4 of the view).

The UI is supposed to remember those settings (unless the agent does something to collapse the view again, like viewing their profile or My Queues Activity or whatever).

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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
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Thank you George for the explanation. I wasn't able to find that anywhere in Resources.  I'll have our trainer communicate the use you described to our users.

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Mark Kastner
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Original Message:
Sent: 01-03-2020 10:39
From: George Ganahl
Subject: Script width

The design is for the agent to click the Expand button (I usually do so while not on an interaction, just On Queue). When an interaction comes in adjust the view by clicking the three vertical buttons on the divider and choosing the desired layout (I usually use the one where the script takes up 3/4 of the view).

The UI is supposed to remember those settings (unless the agent does something to collapse the view again, like viewing their profile or My Queues Activity or whatever).

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

The Release Notes article from back in May has links to a bit more information. Hard to find just by searching.

https://help.mypurecloud.com/releasenote/may-1-2019/

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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-03-2020 11:12
From: Mark Kastner
Subject: Script width

Thank you George for the explanation. I wasn't able to find that anywhere in Resources.  I'll have our trainer communicate the use you described to our users.

------------------------------
Mark Kastner
------------------------------


Original Message:
Sent: 01-03-2020 10:39
From: George Ganahl
Subject: Script width

The design is for the agent to click the Expand button (I usually do so while not on an interaction, just On Queue). When an interaction comes in adjust the view by clicking the three vertical buttons on the divider and choosing the desired layout (I usually use the one where the script takes up 3/4 of the view).

The UI is supposed to remember those settings (unless the agent does something to collapse the view again, like viewing their profile or My Queues Activity or whatever).

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Would be good to be able to set this in the script itself to auto-expand.

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Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 01-03-2020 12:09
From: George Ganahl
Subject: Script width

The Release Notes article from back in May has links to a bit more information. Hard to find just by searching.

https://help.mypurecloud.com/releasenote/may-1-2019/

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 01-03-2020 11:12
From: Mark Kastner
Subject: Script width

Thank you George for the explanation. I wasn't able to find that anywhere in Resources.  I'll have our trainer communicate the use you described to our users.

------------------------------
Mark Kastner


Original Message:
Sent: 01-03-2020 10:39
From: George Ganahl
Subject: Script width

The design is for the agent to click the Expand button (I usually do so while not on an interaction, just On Queue). When an interaction comes in adjust the view by clicking the three vertical buttons on the divider and choosing the desired layout (I usually use the one where the script takes up 3/4 of the view).

The UI is supposed to remember those settings (unless the agent does something to collapse the view again, like viewing their profile or My Queues Activity or whatever).

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

I agree, the script should auto-expand as intended--as a screen pop. This would give an agent one less thing to do or remember while answering an incoming queue call.

Further, the release note doesn't describe how to expand it. It turns out that the button is quite small, and it only appears after and agent answers a call. It disappears after a call ends. This picture shows an instance when a script frame is completely hidden:



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Kun Jin Rhee
LifeCare Assurance Company
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Original Message:
Sent: 04-19-2020 20:32
From: Vaun McCarthy
Subject: Script width

Would be good to be able to set this in the script itself to auto-expand.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 01-03-2020 12:09
From: George Ganahl
Subject: Script width

The Release Notes article from back in May has links to a bit more information. Hard to find just by searching.

https://help.mypurecloud.com/releasenote/may-1-2019/

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys


Original Message:
Sent: 01-03-2020 11:12
From: Mark Kastner
Subject: Script width

Thank you George for the explanation. I wasn't able to find that anywhere in Resources.  I'll have our trainer communicate the use you described to our users.

------------------------------
Mark Kastner


Original Message:
Sent: 01-03-2020 10:39
From: George Ganahl
Subject: Script width

The design is for the agent to click the Expand button (I usually do so while not on an interaction, just On Queue). When an interaction comes in adjust the view by clicking the three vertical buttons on the divider and choosing the desired layout (I usually use the one where the script takes up 3/4 of the view).

The UI is supposed to remember those settings (unless the agent does something to collapse the view again, like viewing their profile or My Queues Activity or whatever).

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys