Genesys Cloud - Main

Good afternoon, 

I am working on deploying call scripts to our Contact Center for use on inbound calls.  Ideally, we have seperate scripts for each queue, however this contact center has agents that handle multiple queues and thus potential for using multiple scripts based on how that call got to them (Queue).  

I would like to keep these scripts seperate if possible and not sub pages within a larger script, however sometimes, customers come into the wrong queue for whatever reason, thus presenting a script for the queue they came into, not what the actual need is.  Due to this, it would be extremely beneifical to offer the agent a button within each script to jump to other scripts in the Contact Center.  However, I can't seem to find a way within a script to enable the system to jump to a completely other script.

Options I can think of:

1. Make 1 giant script and assign it to all queues, allowing the agent to use buttons to jump to new sub-pages
   • As stated above this is not optimal in our case, because it requires the agent to click into the script they need everytime rather than being the exception.
2. Have the agent transfer to the correct queue, which would toggle the proper script
   • Issue here is there is high probability that the same agent would pick up the call on the new queue, since this is a small Contact Center.  Leading to a less than optimal customer experience.

Has anyone figured out a way to allow an agent to move between seperate scripts during the same call?  Maybe I am missing something?  However I can't find any documentation or other conversation on this topic.

Thanks in advance, 

JoeU

(Long time lerker, first time poster)

Good afternoon, 

I am working on deploying call scripts to our Contact Center for use on inbound calls.  Ideally, we have seperate scripts for each queue, however this contact center has agents that handle multiple queues and thus potential for using multiple scripts based on how that call got to them (Queue).  

I would like to keep these scripts seperate if possible and not sub pages within a larger script, however sometimes, customers come into the wrong queue for whatever reason, thus presenting a script for the queue they came into, not what the actual need is.  Due to this, it would be extremely beneifical to offer the agent a button within each script to jump to other scripts in the Contact Center.  However, I can't seem to find a way within a script to enable the system to jump to a completely other script.

Options I can think of:

1. Make 1 giant script and assign it to all queues, allowing the agent to use buttons to jump to new sub-pages
   • As stated above this is not optimal in our case, because it requires the agent to click into the script they need everytime rather than being the exception.
2. Have the agent transfer to the correct queue, which would toggle the proper script
   • Issue here is there is high probability that the same agent would pick up the call on the new queue, since this is a small Contact Center.  Leading to a less than optimal customer experience.

Has anyone figured out a way to allow an agent to move between seperate scripts during the same call?  Maybe I am missing something?  However I can't find any documentation or other conversation on this topic.

Thanks in advance, 

JoeU

(Long time lerker, first time poster)