Genesys Cloud CX Scripts are specifically designed to guide agents through interactions. They can display caller information, often retrieved from a CRM or data source via a data action, and provide interactive components such as text boxes, dropdowns, and checkboxes. This functionality allows an agent to both view existing customer data and actively collect or update that information during the conversation, which is then saved as interaction attributes or written back to the source system.

A. Dialog boxes are typically used for simple alerts or confirmations and lack the complex input fields needed for structured data collection.

C. Toast pop-ups are temporary, non-interactive notifications that alert an agent to an event, such as an incoming call; they do not allow for data entry.

D. IVR prompts are audio messages played to the caller within an automated call flow, not a tool presented to the agent for data collection.

1. Genesys Cloud CX Resource Center, "About scripting." This document states, "Scripts provide agents with instructions, information, and a way to collect information from contacts... You can add basic components, such as text, images, and buttons. You can also add advanced components, such as a web page or a standard or custom script." (Accessed under the "Scripts" section).

2. Genesys Cloud CX Resource Center, "Script input components." This page details the various components available for data collection within a script, including "Text Input," "Checkbox," and "Dropdown," confirming their purpose is to allow agents to enter and update information. (Accessed under "Scripts > Create a script").

3. Genesys Cloud CX Resource Center, "About notifications." This source describes how toast notifications are used to alert agents about incoming interactions and other events, highlighting their role as a notification mechanism rather than a data collection tool. (Accessed under the "Collaborate" section).