@Kelly Wilson I tried what Melissa describes,
1. I set up an Input variable named "Dollars" in my script (Integer data type)
2. I added a Set Screen Pop action to a Task in my Inbound Call Flow and selected that script
a. I left the value for that Input set to "No value specified"
3. I used a Set Participant Data action to create an attribute named Dollars (
must be the same spelling and case as the script variable name) and set a value of "1000" (since all such attributes take a string value)
a. Note that the string value for the attribute
must "match" the data type in the script. Meaning, if the data type in the script is a string then the attribute value has to be able to convert to a string. If Integer, then it has to be able to convert to integer without error. If Boolean, it has to be "true" or "false".
When the script popped, my Integer field in the script properly read 1000.
Another Note - the Set Participant Data action must come
after the Set Screen Pop, so that the attribute will overwrite the value set in the background by the Set Screen Pop action.
All that is to say that you don't have to use a variable or an Update Data action in addition to the Set Participant Data for a screen pop - you can use just the participant data attribute.
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
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Original Message:
Sent: 10-31-2018 17:30
From: Melissa Bailey
Subject: Attributes in Screen Pop
The Update Data action doesn't affect the script. It's use to create or update a variable for use in the currently executing flow. You can pass the Architect variable's value to the script in one of the script's input variables if you want. The Set Participant Data action is used to save data for use when you transfer between flows-- a variable created by an Update Data action in flow1 will not exist in flow2 unless you also create it in that flow and use the Get Participant Data action to fetch the value. The agent's UI also happens to look at participant data to decide which script to use. This is why you can use the Set Participant Data action to "send" data to the script--if you choose an attribute name with the same name (case matter!) as a script input variable, it will be read & used by the script.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 10-31-2018 14:17
From: Kelly Wilson
Subject: Attributes in Screen Pop
One follow-up. I assume in Architect you have to use the Update Data Option vs. Set Participant Data to have data collected or set from the Inbound Call Flow be usable in the Script.. With Update Data I was able to set the Variable in the Script but not with Participant Data. In reading the differences between the two is seems like Set Participant Data would be the better choice as it persists beyond the flow and can be used for other functions such as screen-pop.
If I am forced to use the Update Data Option I see scenarios where I have to use Update Data and Set Participant data to add similar data to a call but for different downstream uses, this would be unfortunate.
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Kelly Wilson
Aria Solutions
Original Message:
Sent: 10-26-2018 17:20
From: Kelly Wilson
Subject: Attributes in Screen Pop
In short I am trying to display the customer's IVR Language choice on the screen-pop for the agent. I have an attribute for Language defined in the Inbound Call Flow in Architect. This works as it drives the language prompts. I am trying to figure out what I create in the Script Editor to display the Language in the screen-pop. I tried a custom string variable that does not seem to work. Any insight would be appreciated.
#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
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Kelly Wilson
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