Actions are the central piece of Studio because they provide the foundation for developing a script. A unique icon appears for each action, so you can easily see it in your script. For example, the Menu action appears as follows:
Studio provides hundreds of different actions, and each action performs a process of some kind, such as collecting data, playing a message or music, checking to see if a phone number is in the do not call list, providing menu options to the caller, and so on. Studio actions reside in both the Framework tab and the Tools tab:
To transition an action from the Tools tab to the canvas, click the action one time only and then drag it to the canvas. To transition an action from the Framework tab to the canvas, you must click-and-hold the action and then drag it to the canvas.
When you view the Framework tab and the Tools tab, you will notice there are many more actions in Framework, and these actions are categorized in a hierarchy. The actions shown in the Framework tab comprise the entire action library in Studio, whereas the actions in the Tools tab contains only the most commonly used actions.
While most actions appear in Studio as a default, certain actions will appear only if you enable a feature in your implementation. For example, your ASR actions will appear in the Framework tab only if you have ASR enabled in your implementation. For more information, contact your account manager.
Though the Tools tab contains the most commonly used actions by default, the actions that each scripting expert might use most often varies by script type and level of expertise. As such, you can create custom palettes to which you can add your favorite actions.
The actions that appear in the Tools tab depend specifically on the type of script in which you are working. For example, if you have a phone script open in your canvas, and then you click the Tools tab to look for the Askcaller action, you won't find it. The reason it does not appear is because Askcaller is engineered to work in chat script types only. Because you have a phone script type open, only actions that work with phone scripts will appear in the Tools tab.
In the Framework tab, regardless of the script type you have open, you will still be able to see all of the actions, but if you attempt to drag-and-drop an action to an script type that is incompatible with that action, then you will receive a drag-drop error, notifying you that the action is incompatible with the script type.
One aspect that makes Studio so powerful is the ability to intricately configure each individual action. Every action serves a specific purpose, but the scripter typically must further configure the action properties to perform the intended function.
One task that Heimdallr would need to perform when updating the Asgard Hotline's ASR scripts to be compatible with the Nuance 10.5 engine, would be to configure each ASR action's confidence levels. These confidence levels improve the accuracy of speech recognition, which in turn contributes to the efficacy of a script's routing performance when interacting with voice contacts. Heimdallr would right-click each ASR action to open the action's Properties box, then configure the Minimum and High confidence properties within this box.
Depending on the action, you might have multiple methods of configuring actions:
- Properties — display an action's properties by right-clicking on an action to open the Properties box, or left-clicking to highlight and open the Properties tab. The action's properties include branch options and offer customization parameters such as identifying a specific skill or entering text to appear as a message to an agent.
- Additional Configurations — some actions have additional configuration options that you can access/launch by double-clicking the action. For example, double-clicking the Play action opens the Play Properties box, allowing you to record an audio prompt.
- Branches — when connecting one action to another, the PickBranch box opens for you to select (or create) the type of branch that a contact will take under certain circumstances. For example, selecting the Error branch will direct a contact along that branch when an action fails to execute properly.