We are migrating from PureConnect to Genesys Cloud, and I’m tracking a critical issue that is delaying our go-live timeline by a week.
Our screen pop URL is configured in the Admin UI, but it is failing to pass the queue name variable to our external CRM. The URL just outputs https://crm.company.com/pop?queue= with a blank value. Has anyone experienced this risk during their migration?
This is a classic Architect quirk when dealing with system variables.
Even though the system knows what queue it routed the call to, the screen pop URL configuration can’t magically read it unless you explicitly declare it. Inside your In-Queue flow, you must use a Set Participant Data block to grab the built-in variable Call.CalledAddress or the Queue Name, and assign it to a custom attribute like crm_queue_name.
Then, in your screen pop URL, you reference that specific participant data attribute: {{crm_queue_name}}.
From a customer experience standpoint, does this blank variable issue also happen when processing callbacks?
If a customer requests a callback from the queue, the interaction type changes. The retry logic might strip the original queue context if it is not permanently attached to the participant data. Ensuring that the queue name survives the callback scheduling process is vital so the agent gets the correct screen pop when the system finally dials the customer back.
In CIC, we used to just pass Interaction.QueueName natively through the Scripter or the client without having to manually attach it to the call object first.
It feels like Genesys Cloud requires a lot more manual variable shuffling in Architect to achieve the same result. Make sure you map it exactly as the flow designer mentioned above, otherwise the CRM integration will break.