Genesys Cloud - Main

Currently it looks like you must explicitly set the script name by name, but looking for a way to "Name" it from a lookup table.  This would be used for a generic flow so that callbacks and voicemails can still have the correct script pop up rather than the "blank" they received (unless we use a custom or explicitly defined pop).

#ArchitectureandDesign

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Ben Hammond
CLEAResult Consulting Inc.
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Unfortunately no.

Screen pop selection is not a variable, only literal selection.

So you could set the screen pop at the same time your queue is determined.

Or have a switch case statement that has a case for each queue, and then set the pop.

Or you can have more consolidated agent scripts that handle multiple types of calls, with visibility hiding or showing elements based on the queue, and thereby you can just use 1 or 2 scripts.

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Anton Vroon
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That is a good question.  I don't see a real clean way of doing it.  One suggestion would be to use a switch command with 'screen pop" tasks under each choice driven by your data table.   Another way, if you like pain, would be to build a "universal script" that would access the data table and pop the proper "page" of the script based on the inputs from the flow.  Don't see a script API that could help you. 

 

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William Goslin
American Customer Care, Inc.
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