Manage Scripts

This page provides information about tasks you may need to do when working with scripts. In addition to the tasks described on this page, you can schedule scripts to run on the Script Schedules page in CXone.

View a Script's Properties

Required permissions: Studio Scripts View

The script Properties tab shows you information about the current script. From here, you can view or change the script's media type, set up a simulated inbound interaction for testing, or configure variable redaction.

  1. In Studio, open a script.
  2. Click anywhere in the white space on the canvas workspace to ensure no actions are selected.

  3. Click the Properties tab, which displays information about the script.

    The script Properties tab.

View a Script's History

Required permissions: Studio Scripts View

The number of previous versions of a script that Studio keeps is configurable by a CXone administrator.

  1. In Studio, click the Browse tab.
  2. Right-click on a script and click History
  3. Click the version you want to view. If locking is enabled in Studio, the previous version of the script opens in read-only mode.

Change a Script's Media Type

The media type determines the kind of interaction the script can handle.

Required permissions: Studio Scripts Create/Edit

  1. In Studio, open a script.
  2. Click in an empty space on the script canvas to ensure no actions are selected.
  3. On the Properties tab, click the drop-down arrow next to the MediaType property and select a new media type for the script.
  4. Save the script.

Put a Script into Production

Required permissions: Points of Contact Edit

When a script is fully tested and ready to put into use in CXone, you can put it into production. To do that, you need to assign a script to a point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. in CXone ACD.

If you use a naming convention to identify scripts that are in development or production, it helps you and other scripters in your organization know which scripts are ready to use. A naming convention doesn't tell CXone which scripts to use.

Only assign scripts to points of contact if you're certain that they're fully tested and ready for production. Putting a script that isn't ready into production can result in contacts not being routed for the selected point of contact.

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > Point of Contact.

    The Details tab in a point of contact in the ACD application in CXone, with a script selected.

  3. Click the point of contact you want to assign a script to.
  4. Click Edit.
  5. Select the Script that you want this point of contact to use.
  6. Click Done.

Compare Scripts

Required permissions: Studio Scripts View

You can compare two scripts by captions, parameters, branches, or position. The Find Results tab shows the differences and similarities between the selected scripts.

  1. Open both scripts that you want to compare. Be sure to save any changes that you recently made.
  2. Click Edit > Compare to open the Compare Scripts window.
  3. Select a script in the Left field, and the other script in the Right field. Pay attention to which script you select, as all scripts currently open in Studio appear in these drop-downs.

  4. Configure the General Options and Compare Settings sections. These sections allows you to determine which elements of the scripts that you want to compare. Note that the Position element refers to the X and Y axis for each action on the canvas.

    Field Details
    Ignore Case Select if you want the comparison to ignore differences in case in the elements that are compared. For example, if you select Ignore Case, the captions First Level Menu and First level menu aren't noted as differences, but they are you don't select it.

    Compare Captions

    Select if you want to compare the captions of actions in each script.

    Compare Parameters Select if you want to compare the properties of actions in each script.
    Compare Parameters Line by Line Select if you want to compare the parameters line by line.
    Compare Branches Select if you want to compare the configured branches in each script.
    Compare Position Select if you want to compare the location of the actions on the canvas of each script. This option reports the position of each action with its X-Y axis coordinates. For example, {X=464, Y=416).
  5. Click Compare. The results appear in the Find Results tab. If you do not have the Find Results tab open, click View > Find Results from the menu.

Redact Variables from Traces and Logs

Required permissions: Studio Scripts Create/Edit

Variable redaction eliminates variable values from traces and logs generated by a script. You can redact variables and objects.

Redaction is configured at the script level in the VariableRedaction field of a script's properties. Redacted values are replaced with a string of X characters. The length of the variable value determines how many X's are used, meaning that a redacted five-letter word would result in five X's. Partial variable redaction, such as part of a credit card number, is not supported.

Variable redaction occurs at the script level. It isn't an inheritable property. If a redacted variable is passed to other scripts, such as with a RunScript or RunSub action, that variable isn't automatically redacted in the subsequent scripts. If you want a variable to always be redacted, you must configure variable redaction in all scripts it might be passed to.

Variables that are passed into other scripts have a global scope. To redact them, you must include global: before the variable name to ensure that it's redacted.

  1. In Studio, click on the script canvas to make sure nothing is selected.
  2. Click the Properties tab.
  3. Click the ellipsis button next to the VariableRedaction field to open the String Collection Editor.
  4. Enter the names of the variables you want to redact. These names should correspond to variables created in Assign actions in the script.
  5. Click OK.

Deactivate a Script

Required permissions: Applications > Studio > Scripts > Deactivate

Scripts cannot be deleted from Studio. Instead, you can deactivate them. Deactivated scripts are no longer visible in Studio, but they can be seen on the Scripts page in the CXone ACD application.

You don't need to deactivate a script to prevent CXone from using it. CXone only uses scripts that are assigned to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and a point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address..

  1. On the Browse tab in Studio, locate the script you want to deactivate.
  2. Select the script and click the red X icon A large red X. Click to deactivate a script. at the top of the tab.
  3. Confirm that you want to deactivate the selected script.
  4. You can add notes to the script to explain why you deactivated the script:
    1. In CXone, click the app selector and select ACD > Scripts.
    2. Select Inactive from the Show drop-down.
    3. Click the script and add your notes on the Notes tab.

Reactivate a Script

Required permissions: Applications > Studio > Scripts > Deactivate

You can reactivate a script to make it visible in Studio again.

  1. In CXone, click the app selector and select ACD > Scripts.
  2. Select Inactive from the Show drop-down.
  3. Click the script you want to reactivate.
  4. Click Activate on the Details tab of the script's page.

Configure Script Locking

Security profile: Contact Handling > ACD > Central Scripts Access View, Edit

Studio can lock scripts when one user has the script open. This prevents multiple users from making changes to the same script and causing issues with one save overwriting the other. A CXone administrator can configure Studio to allow script locking.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.
  3. Click Allow Script Locking.

  4. Select the Default Behavior that you want Studio to do when a script is opened.

    Field Details
    Lock On Open Studio automatically locks scripts when they're opened. When a user opens a script, the icon next to the script name changes to a lock and the script appears on the Locked tab.

    Read Only On Open

    Studio opens scripts in read-only mode. The script canvas is gray instead of white. To edit the script, lock it.

  5. Click Done.

Configure the Number of Script Versions Kept in History

Security profile: Contact Handling > ACD > Central Scripts Access >  Edit

Studio keeps previous versions of all scripts. You can configure how many versions of a script are kept in its history. This determines how far back you can go if you need to revert to a previous version of script.

The Scripts section of the business unit Details tab in the CXone ACD application, showing the Max Script History field, which is required.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.

  3. Click the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment you want to modify to open it.

  4. On the Details tab, click Edit.

  5. In the Max Script History field under Scripts, enter the maximum number of versions of each script that you want to keep.

  6. Click Done.

Revert to Previous Version of Script

Studio keeps previous versions of all scripts. Each time you save your changes, another version is added to the script file's history. You can revert to a previous version of a script file.

If you have saved a copy of a script under a different name and want to revert back to it, don't follow these steps. Instead, open the copy you want to revert to and use Save As to create a new copy. You can deactivate copies of scripts that you don't want anymore, or you can move them into a separate folder.

Revert to a Previous Version of a Script in Studio

Security profile: Studio Scripts Create/Edit

  1. On the Browse tab in Studio, locate the script you want to revert.
  2. Right-click on it and select History, then click the version you want to go back to. The selected version opens with the date and time it was saved appended to the end of its name. For example, a script that was saved on August 2, 2022 at 9:32:08, the end of the script name is 08022022093208.
  3. Click File > Save As and save a copy of the file with a new name. Historical versions of script files open in permanent read-only mode.

Revert to a Previous Version of a Script from CXone

Security profile: Contact Handling > ACD > Central Scripts Access >  Edit

If you have the appropriate permissions, you can revert to a previous version of a script from the Scripts page in the CXone ACD application.

When scripts are reverted from CXone, the name of the file doesn't change as it does when you revert from Studio.

You must close the script in Studio before you revert it. If the script is open, you won't see the changes unless you close and reopen the script. If you leave the script open when you revert it, then make changes and save the script without closing and reopening it, you overwrite the reversion and must revert it again.

  1. In CXone, click the app selector and select ACD > Scripts.
  2. Click on the script you want to revert. If the script you want to revert is currently deactivated, you must reactivateit first.

  3. On the Version History tab, select the version you want to revert to from the Previous Versions list and click Revert Back.

    The Scripts page in CXone, showing the Version History tab of a script.

  4. In Studio, open the script you reverted and continue working on it.

Upload Files in Studio

You can upload files to CXone using Studio. This includes audio files for prompts, ASRClosed Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. grammar files, and more. You can also view, upload, and manage prompts and other files on the Browse ACD Files page in CXone.

  1. On the Files tab in Studio, expand the folder you want to upload the file to. If you're uploading a prompt, expand the Prompts folder.

  2. Click Upload File(s) A rectangle with an up-pointing arrow in it. and select one or more files to upload, then click Open. The file is uploaded and appears in the list on the tab.

  3. You can also drag a file from the file browser on your computer to the Files window in Studio.