Scripting with Actions

Studio scripts are networks of actionsClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. that route and manage customer traffic for your contact center. Each action in the script has a specific purpose. For example, actions can set skills or variables, play on-hold music, and pass data to CXone, such as customer information.

Studio actions are represented by square icons with rounded corners. Each action has a color and an icon. The color indicates the type of action, while the icon allows you to recognize actions at a glance. In the following image of an example script, you can see a series of actions linked by connectors. The description of this script shows how each action serves a unique, specific purpose in the script.

Location of Studio Actions

Studio actions are found on the Tools tab and the Framework tab. The Framework tab isn't available for all users by default. It's an option that must be enabled for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

The Tools tab contains the most common actions used for scripting. On this tab, actions are organized on a palette that has several default categories, such as standard, system, and speech. On the Tools tab, you can choose to view all actions or have them organized into their categories. You can also choose to sort the actions alphabetically or view them in their default order.

The Framework tab is a complete list of all available actions. Actions on this tab are organized in a tree structure of folders. Each folder is a category. You can expand a folder to see the actions it contains. The Framework tab isn't enabled by default. You can request access to the tab by contacting your CXone Account Representative.

Some actions are visible in Studio only if the product or feature they're related to is enabled for your business unit. Other actions are visible only if the active script has the script type that the action requires. For example, if an action only works with Chat script types, and the active script is a Phone script, the action might not be visible until you switch to a Chat script.

All actions are visible on the Framework tab at all times. Studio prevents you from adding an action to a script that has an incompatible type.

Palettes and Categories

On the Tools tab, actions are organized with palettes. There's one palette by default, but you can create custom palettes. Palettes allow you to customize the organization of actions in Studio. For example, you could create palettes for different scripts you work on, or you could create a palette for actions you use a lot and another for actions you only use sometimes.

Each palette must have at least one category. Categories allow you to further organize the actions in the palette. The default palette has several categories, such as system, events, web, and Personal Connection. You can choose to view the actions in a palette by category, or you can choose to view all of the actions at once. Additionally, you can sort actions alphabetically or by the default order they were added to the palette.

Action Properties

Most actions have a set of properties that you can configure. Some properties are required, but others are optional. Properties are how you customize the action to do what you need it to in your script.

Heimdallr, the Classics, Inc. CXone administrator is updating the company's ASRClosed Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. scripts. He needs to adjust each ASR action's confidence levels. These levels improve the accuracy of speech recognition, which improves a script's routing performance when interacting with voice contacts. Heimdallr right-clicks each ASR action to open the Properties window, then changes the Minimum and High confidence properties.

You can view an action's properties when it's on the script canvas. The properties appear on the Properties tab when the action is selected. You can also right-click on the action to view them in a pop-up window. All actions have at least four properties, but most have other properties as well. The four default properties are: 

  • ToolName—The name of the action. This is a system property and cannot be changed.
  • Category—The location of the action on the Framework tab. This is a system property and cannot be changed.
  • ActionID—The ID of the action in the script. IDs are assigned in the order actions are added to the script. The ID is a system property and cannot be changed, except by deleting the action from the script and adding it back. If you delete an action from a script, all connectors that link to and from the action are deleted too.
  • Caption—The label for the action that appears on the script canvas. You can change the caption so that it describes the action's function in the script. This helps scripts be easier to understand and troubleshoot. They are also used in IVR Closed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.reporting.

    You may want to use the setting from one of an action's other properties as the caption. For example, you can give a Music action the name of the music file it plays. You can type the information into the Caption field, or you can copy the value of the property and paste it into the Caption field. To do this, click the name label of the property and press CTRL+C, then click the Caption label and press CTRL+V.

Some actions have additional configurations available when you double-click on the action from the canvas. For example, when you double-click on the Play action, the Play Properties window opens. In this window, you can record an audio prompt or select the prompt that you want a specific Play action to play.

You can cut, copy, and paste actions in your scripts. When you add an action by copying and pasting into your script, make sure that you update the actions properties if needed.

Connectors and Branches

To create the flow of your script, you must connect actions together. When you connect an action, you're prompted to select the branch condition for that connection. You need to do this even if the action is only connecting to one other action. The branch condition defines what must happen for the script to proceed to the next action.

In many cases, you'll use the Default branch condition. If the action has more than one possible outcome, you'll need to determine how many branches you need and the conditions for each. It's best practice to always define a Default branch in addition to any other branches you add. This gives the script an option to follow in case none of the other conditions are met. Another common branch is OnError, which you can use to handle errors and issues that can arise.

It's important to be on the lookout for dead ends in your scripts when an action has multiple branches. Dead ends can happen when branches are missing or not configured properly. For example, a Music action needs to be connected with a Wait action. Wait allows you to specify how long the Music action plays before resetting and repeating. Without Wait, Music plays indefinitely.

Multiple Connections To the Same Action

You can create multiple connections to the same action. This is necessary when there is more than one condition that can result in the script ending up at the target action. Instead of adding a copy of the target action to the script once for each condition, you can create three branches that all end at the same action.

In the following image, you can see an example of a script with three branches that go from the Hours action to the Hangup action. Each branch has a different condition, one to address three different scenarios where the contact center is closed.

When you create more than one branch that ends at the same action, you can change the shape of the connector so that all branches are easy to see. This helps make your script more readable and easier to update.

Types of Connectors

There are three types of connectors and they each look slightly different on the canvas. Learning to identify them can help you understand a script at a glance. The following example of a script shows the three types.

The types of connectors are: 

  • Default—This is a connector that uses the Default branch condition. It's a solid dark line without a label. In the example image, the connector linking Begin to Menu and Menu to Play are default connectors.
  • Regular—This is a connector that uses any branch condition except Default. It's a dotted line with a label. The label matches the condition the branch uses. In the example image, the connector linking Loop to Menu is a regular connector. Its label is Repeat, which is the name of the condition assigned to the branch.
  • Variable—This is a connector that uses a variable branch condition. It's a light gray line with a label. The label matches the variable assigned to the branch. In the example, the connectors linking from Menu to each of the Reqagent actions are variable connectors. Their labels are 1 and 2, which match the variables assigned to each branch.

All connectors have an arrow that shows the direction the contact moves through the script.