We’ve got a new outbound campaign rolling out in the Berlin cluster. The requirement is simple: if the agent speaks German, play the de-DE script. If they speak English, play the en-GB version.
The Architect flow handles the IVR side fine. It’s the WEM side breaking. When an agent with both skills is assigned a disposition, the script player just sits there. No audio. No text. The agent ends up doing the intro from memory, which is a compliance risk we can’t accept.
Checked the WEM logs. Nothing obvious. The disposition is posted correctly. The agent profile shows both skills. But the script engine seems to pick neither or crash silently.
Is there a known conflict when an agent has multiple language skills enabled in the same shift? The API docs don’t mention a priority order for script selection based on skill hierarchy.
We’re on the latest WEM patch. This is blocking our Q3 launch.
The script player usually sits silent when the scriptId passed to the WEM SDK doesn’t match the language profile attached to the agent’s current skill set. You’re likely passing a static ID or relying on a default that isn’t scoped to the de-DE locale.
Check your Data Action payload. The WEM API requires the script ID to be resolved dynamically based on the agent’s primary language for that interaction. If you’re using the REST API to push the script, make sure the language parameter in the request body matches the agent’s profile exactly.
Here’s how the payload should look for the POST /api/v2/wem/scripts/{scriptId}/play endpoint (or the equivalent Data Action):
If the language field is missing or mismatches the agent’s configured locale, Genesys Cloud defaults to the script’s base language. If the base script is English and the agent expects German, the player throws a silent error because it can’t render the TTS or text assets for the unsupported locale in that context.
Verify the agent’s language profile in Admin > Users > [Agent] > Languages. Ensure German is set as a primary skill for the interaction context. Then, in Architect, use a Set Variable node to pull the agent.language attribute before calling the WEM Data Action. Hardcoding the script ID without dynamic language resolution is the usual culprit here.
The static ID approach is definitely the bottleneck here. You can’t just hardcode a script ID and expect WEM to figure out the locale based on agent skills alone. The SDK needs the specific localized script ID at runtime.
You’ll need to adjust your Architect flow to resolve the correct script ID before handing off to WEM. Use a Data Action to query the scripts API filtered by the agent’s primary language. Here is the endpoint structure you need:
GET /api/v2/wem/scripts?name=Outbound_Script&locale=de-DE
Capture the id from that response and pass it into the scriptId field of your WEM integration payload. If the agent switches to English, repeat the lookup with locale=en-GB. This ensures the player loads the exact resource tied to that language profile. Don’t rely on defaults. They fail silently in multi-tenant environments.