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  • 1.  Transferred queue calls showing wrong script.

    Posted 02-18-2025 10:47
    No replies, thread closed.

    I have agents in queue A that has script A assigned in the in-queue flow with the screen pop. These queue A agents occasionally transfer to queue B. Queue B has a default in-queue flow that assigns script B with a screen pop. However when agents in queue B get the transferred interaction, they see script A.  

    Is there a separate process I need to do to update what script should be displayed if it was already set? 


    #Routing(ACD/IVR)

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    Kenneth Ely
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  • 2.  RE: Transferred queue calls showing wrong script.
    Best Answer

    Posted 02-18-2025 15:19
    No replies, thread closed.

    Hey Kenneth,

    You may want to make some changes to the script logic.

    From https://help.mypurecloud.com/articles/set-screen-pop-action/

    Any values passed to script variables that use this action are visible as participant data on the interaction. You can view the data on the interaction details and you can export it using analytics APIs. 

    I'm guessing that there is participant data leftover from going through Queue A, and that's why Script A is showing up in Queue B.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Transferred queue calls showing wrong script.

    Posted 02-18-2025 15:32
    No replies, thread closed.

    Jason, 

    My issue isn't the script showing variable data from Queue A. Each script has different layout with different fields and variables. On any of my queue transfers only the first script will ever show. In the flow, I am calling the actual script name in the Screen Pop action. 



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    Kenneth Ely
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    Original Message


  • 4.  RE: Transferred queue calls showing wrong script.

    Posted 02-19-2025 08:01
    No replies, thread closed.

    Hello

    I have had a similar problem. In my case the problem I was calling two screen pops in a row.

    Regards



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    Soraya Granda Segovia
    m
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    Original Message


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