Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Show agent has transfered via Script

    Posted 08-21-2024 10:31
    No replies, thread closed.

    Hi guys again!!

    My customer ask us If it possible to show on script of agent what is the agent has transfered a call the for another agent, is it possivel attached this information on script?

    Best Regards


    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Rafael Silva
    Alctel Telecomunicacoes e Informatica LTDA
    ------------------------------


  • 2.  RE: Show agent has transfered via Script

    Posted 08-21-2024 12:46
    No replies, thread closed.

    Hello Rafael, 

    I believe this is possible as described in our documentation. 

    • For example, an inbound script can use information that Architect passes to it. When an agent receives a call, the script can display relevant information about the caller, such as data looked up in the IVR call flow, based on the caller's telephone number or account number. In this scenario, the Architect call flow passes control to a specific script. 

    You might have to build out some data actions to call in a script, but from the above documentation it looks like it could be possible. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Show agent has transfered via Script

    Posted 08-22-2024 02:01
    No replies, thread closed.

    Hi Rafael,
    I do use this for transferring callbacks. I would suggest an output-variable "lastAgent" in the script on the transferring end filled with the Name of Agent A by using the page load action. Second thing the page load action should do is to check for an entry in that variable and then show it to Agent B.

    To prevent false entries for Agent A if he do not answer the call (this starts the sctipt too) you will have to build a checking loop that is looking for the "scripter.raw interaction state" variable equals "connected". Only in this case you should write the variable.

    Best

    Christoph



    ------------------------------
    Christoph Domaschke
    CRONBANK AG
    ------------------------------



  • 4.  RE: Show agent has transfered via Script

    Posted 08-22-2024 03:03
    No replies, thread closed.

    Rafel,

    We also were asked for such "functionality"
    We created the "special" variable that is shown on the "script window"

    each transfer (starting the script) we add 1 (x=x+1)



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------

    Original Message


  • 5.  RE: Show agent has transfered via Script

    Posted 08-22-2024 10:15
    No replies, thread closed.

    I've tried this but the variable has show in blank for the another agent.



    ------------------------------
    Rafael Silva
    Alctel Telecomunicacoes e Informatica LTDA
    ------------------------------

    Original Message


  • 6.  RE: Show agent has transfered via Script
    Best Answer

    Posted 08-23-2024 02:33
    No replies, thread closed.

    Hi Rafael,
    my fault. I made a test. The vairable has to be input and output. Then it works.
    Best 
    Christoph



    ------------------------------
    Christoph Domaschke
    CRONBANK AG
    ------------------------------

    Original Message


Related Content