Studio

Studio is a user-friendly application that allows you to create and manage scripts used for contact routing (and many other possibilities) in your contact center. Studio contains hundreds of routing components called actions, which perform individual functions like requesting an agent, playing a prompt or music, or providing menu options for a contact. A scripter creates a script by connecting pathways of actions to accomplish an intended purpose. Studio offers several types of scripts and different actions that are compatible with certain script types. The different script types correlate with the possible channels of a contact center - namely phone, chat, email, voicemail, work item, and SMS. A key feature that Studio provides are the ASRClosedAutomatic Speech Recognition; allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. and IVRClosedInteractive Voice Response; an 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. related actions that facilitate the self-service possibilities of contact routing.

Studio is integrated with your system, but it is a separate program that you must download from CXone. The integration provides basic interaction with scripts through the platform, access to data such as skills and contact details, and allows you to log in with your same CXone business unit account and credentials. Likewise, your Studio permissions are handled through the your CXone security profile.

To use Studio, you must download the application from CXone. Once the application is installed, you can log in to Studio using your CXone credentials. You cannot have a different username or password for Studio, and you should always manage your credentials (for example, change your password) in CXone. If your organization has more than one business unit, you must use the credentials for the business unit you were logged into when you downloaded Studio. This situation may apply, for example, to business process outsourcers (BPOs) who have separate business unit for each of their customers. If you have any issues with Studio being falsely identified as 'infected', contact your anti-virus vendor.

Whether you are an experienced scripter or just need to create a basic script, the visually-intuitive interface and drag-and-drop functionality makes Studio easy to use while also offering complexity and dexterity.

Keyboard Shortcuts

Studio uses many of the commonly-known keyboard shortcuts, such as CTRL + C to copy something, but also offers many more shortcuts to streamline your workflow.

Shortcut Action
CTRL + A Selects all the action icons in the active script.
CTRL + C Performs the standard Windows "copy" function.
CTRL + E Opens the Export to File... window.
CTRL + F Opens the Find in Script dialog.
CTRL + G Goes to a specific script action item (that is, selects an action icon in the active script based on the ID you enter).
CTRL + I Opens the Import From File... window.
CTRL + N Opens the Create New Script window.
CTRL + O Opens the Open Script From... window.
CTRL + S Saves changes to the active script only.
CTRL + SHIFT + S Saves changes to all open scripts.
CTRL + T Captures a script trace for the next occurrence only.
CTRL + SHIFT + T Starts a continuous script trace that runs until manually ended.
CTRL + V Performs the standard Windows "paste" function.
CTRL + X Performs the standard Windows "cut" function.
CTRL + Y Reverts the script to its state prior to an "undo".
CTRL + Z Performs the Windows "undo" function (that is, returns the script to its state prior to your last change).
Del or Delete Deletes the selected item.
F1 Launches online help for a selected action.
CTRL + F2 Opens the Browse tab.
CTRL + SHIFT + F2 Opens the Framework tab.
CTRL + F3 Opens the Tools tab.
CTRL + SHIFT +F3 Opens the Find Results tab (see Find in Script dialog).
CTRL + F4 Opens the Properties tab.
CTRL + SHIFT +F4 Opens the Locked tab.
F5 Opens the Trace Output window.
CTRL + F6 Opens the Files tab.
SHIFT + F6 Checks the syntax for the active script and opens the Script Errors tab.
CTRL + F7 Opens the Navigate tab.
CTRL + F9 Opens the Search tab.