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  • 1.  Supervisor Barge-in not displaying correct agent script

    Posted 04-22-2026 16:04

    Hi all,

    We've been testing the barge-in capability for supervisors and noticed that when we barge-in on an agent call, that the agent script is not retained from what is displayed for the agent or what is configured on the queue the call is a part of. Instead, it looks like a default script is being provided back.

    Can anyone confirm if this is the expected experience?

    Thanks,

    Kevin


    #Omni-ChannelDesktop/UserInterface

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    Kevin Eng
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  • 2.  RE: Supervisor Barge-in not displaying correct agent script

    Posted 04-22-2026 19:21

    Hi 

    No, that's not what expect.
     
    What's expected is that the script that was loaded for the agent will open, to whoever is monitoring (barge-in).


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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  • 3.  RE: Supervisor Barge-in not displaying correct agent script

    Posted 04-23-2026 13:24

    Thanks Kaio! That's what I thought a swell that it should carry over the script as well that loaded.. I'll reach out to Support for assistance then.


    Thank you.



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    Kevin Eng
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    Original Message


  • 4.  RE: Supervisor Barge-in not displaying correct agent script
    Best Answer

    Posted 8 days ago

    Hello Kevin,

    I was looking into the case the you raised with Product Support and I wanted to provide an update on this to the Community. Based on the developer's reproduction and investigation, they said that if you are using the queue default script that is supplied, the script that is supplied is based on the agent participant and not the customer participant. When the supervisor is using the barge-in capability, the script that is loaded looks at the customer participant, and since there was not scriptId associated with the customer, it loaded the global default script.

    As the Product Support engineer mentioned in the case, this is how this functionality has always worked since its release. If you would like for barge-in monitoring to load a script, then you will need to have a script on the customer participant for the interaction. Additionally, I would recommend submitting an idea to the Product Ideas Lab if you would like to see new features or functionality added to Genesys Cloud.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 5.  RE: Supervisor Barge-in not displaying correct agent script

    Posted 8 days ago

    Hi Jason,

    Can you provide additional details on how this is expected to function and how I'm supposed to be able to set a script for the customer participant so it loads? Is this part of my callflow in Architect that it needs to be defined in to load?


    Thanks,

    Kevin



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    Kevin Eng
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    Original Message


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