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  • 1.  Agent Scripting

    Posted 08-23-2019 10:32
    Edited by Rodrigo Hernandez 08-23-2019 10:34
    No replies, thread closed.
    Hi!

    PureCloud have some like the PureEngage Agent Scripting? "to guide an agent through each interaction by structuring, enriching, and optimizing agent conversation and workflow"


    Thanks!
    #ArchitectureandDesign
    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other


  • 2.  RE: Agent Scripting

    Posted 08-23-2019 10:53
    No replies, thread closed.
    You bet it does! Check it out: https://help.mypurecloud.com/articles/about-scripting/

    ------------------------------
    Dan Fontaine
    Altivon
    ------------------------------

    Original Message


  • 3.  RE: Agent Scripting

    Posted 08-23-2019 10:56
    No replies, thread closed.
    I love the enthusiasm, Dan :-)

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

    Original Message


  • 4.  RE: Agent Scripting

    Posted 08-23-2019 11:59
    No replies, thread closed.
    Yes

    Dan is always very enthusiastic! ​​​​​​​

    ------------------------------
    Chris Mayo
    Director, Technical Services
    Altivon
    ------------------------------

    Original Message


  • 5.  RE: Agent Scripting

    Posted 08-23-2019 11:32
    No replies, thread closed.
    Yes, but this was only pages. It's this the only way?
    If I make this scripts for each topic and set the script context in the IVR flow.. , I need make 50 script with 10 pages in this way.

    And, If my customer answer about Pay but only need help about the last check. the script only show the script about Pay and my Agent go without a script.
    so, I need put all in one biggest script with 50 pages.
    I put the example of Engage Scripting, because the Cloud Scripting is so simple for Telco and Retails...

    ?this is the only alternative for Agent Script?


    ------------------------------
    Rodrigo Hernandez
    ------------------------------

    Original Message


  • 6.  RE: Agent Scripting

    Posted 08-23-2019 13:17
    No replies, thread closed.
    I think we (at least I do) need to know a little more about what it is that you are trying to accomplish. Page elements can be dynamic or display external/internal websites.

    Perhaps you can describe how it is setup in PureEngage or share a screenshot of the setup?

    ------------------------------
    Dan Fontaine
    Altivon
    ------------------------------

    Original Message


  • 7.  RE: Agent Scripting

    Posted 06-06-2022 23:43
    No replies, thread closed.
    Yeah, I would also like to know if there is an alternate product for Genesys Agent Scripting currently used in Engage? Or another option.... can we integrate Genesys Agent Scripting for Engage to be used in Genesys Cloud?

    ------------------------------
    Vernon Kennedy-van Dam
    Technical Consultant
    NTT Australia Pty Ltd.
    ------------------------------

    Original Message


  • 8.  RE: Agent Scripting

    Posted 06-08-2022 17:09
    No replies, thread closed.
    You can do a lot with a few variables, and the visibility tag for each element.
    Have Stack Panels with specific content and set the visibility based on Queue or some other variable, maybe something passed in from the flows.
    Or checkboxes or buttons that hide/show content.

    That way you can have a page that is dynamic displaying what is needed for the that call, reducing the number of different scripts/pages you need.

    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


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