Genesys Cloud – Upcoming enhancements to Genesys Cloud Agent Scripting

In a future release, Genesys Cloud will introduce several improvements to Agent Scripts, making script design more flexible, user-friendly, and customizable. These updates address common challenges script designers and admins have faced, providing better control over script behavior, appearance, and navigation. These updates replace cumbersome or unclear interfaces with more intuitive controls, giving designers and admins more power over script functionality and appearance. By addressing previous limitations, these enhancements will make Genesys Cloud Agent Scripting more efficient and adaptable to business needs.

Key Improvements

Embedded script pagesClick to expand

Designers can now load one script page inside another using a new portal component, streamlining complex workflows.

Enhanced property controlsClick to expand

The Visible property can now be set dynamically based on an expression, providing more flexibility in showing or hiding components. The visibility of a component with an expression can now be configured inline instead of just a variable.

The If step conditional can now be defined as an expression, offering greater flexibility in conditional logic. This also enables configuring an expression inline, rather than being limited to a variable.

Wait until customer actionClick to expand

This new action allows a script to monitor a variable or expression and proceed only when it becomes true, improving dynamic decision-making within scripts. 

Multi-open menu updateClick to expand

Previously, selecting a property type required navigating a hamburger menu that didn’t display the current selection. The new version will use a clearer dropdown interface, improving usability.

Script management updatesClick to expand

Admins can now replace or export a script directly from the Edit menu, reducing manual work.

Text styling for buttonsClick to expand

Designers can now adjust font size, font family, and font style for buttons, improving script aesthetics.

Set start page improvementClick to expand

The process of selecting a script’s starting page has been refined for a smoother experience.

Component labeling and breadcrumb navigationClick to expand

Individual UI components can now be labeled, and breadcrumbs will improve navigation through scripts.

Improved action and step managementClick to expand

Instead of popovers, users will now see clear Add Step and Add Action buttons, simplifying the process of adding new elements.

Call start time variablesClick to expand

There will now be two new raw versions for agent call start time and customer call start time. This data can be now used inside expressions without having to work with the localized version of the variables.

Copy to clipboardClick to expand

You will now be able to copy text to the clipboard.

Component visibility property pageClick to expand

Component visibility now includes a new option for better control over its behavior when it becomes invisible. Admins can choose whether it still occupies space or is completely removed.

Embedded labelsClick to expand

Components that represent input fields (Input, Numeric, Date/Time, Dropdown), can now be labeled.

New Last published script columnClick to expand

The Script list page will now display when, and if, a given script is published.