Framework Actions

The Framework tab in Desktop Studio contains a comprehensive list of all available actions. This includes: 

  • Commonly-used actions: The actions that are most commonly used are available on the Tools tab as part of the default palette. These actions are available to all Studio users.
  • Advanced actions or actions with limited or specific uses: Some of the actions on the Framework tab are advanced or have very specific uses, such as allowing integrations with particular third-party applications. They're not available on the default palette and are only accessible on the Framework tab.
  • API actions: Many of the Framework actions are API actions. They duplicate CXone APIs. These actions are technical and require knowledge and understanding of APIs and how to work with them.

Because some of the actions on this tab are more advanced, they're not made available to all users by default. If you don't see the tab in Studio, it hasn't been enabled for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. If your organization has a need that can be met by using a Framework action, your Account Representative can provide access to the Framework tab.

If you have access to the Framework tab, be cautious about using unfamiliar actions. Many of the actions aren't documented in the online help. You can ask your Account Representative or submit a question to the CXone customer community to learn more about what an action does.

Set the Security User in Your Script

Many Framework actions and all API actions require a security user to function properly. A security user is a CXone employee profile with permissions that allow it to access and interact with CXone. When used in a script, the security user gives the Framework or API action access CXone. It should be a dedicated account used only for this purpose. You must use a valid, activeCXone employee profile.

The security user needs permissions that allow it to access and perform the necessary actions in CXone. There isn't a set list of permissions, as the requirements vary depending on the actions that are used.

  1. Create a CXone employee profile. For this user: 
    • Give it a name that identifies it as a security user.
    • Set Login Authenticator on the Security tab of the Create New Employee page to None Selected. Not having a login authenticator means this account cannot be used to log in to CXone. This is okay, as you will not need to log in with the account. It's only used to provide access via Studio scripts.
    • Assign it a role that has the appropriate permissions. Best practice is to create a role specifically for the security user.
    • After you save the new employee profile, go to ACD > ACD Users and search for the new profile. Make a note of the number in the ID column. This is the user's agent ID. You can use it to find the user when you configure your script.
  2. In your Studio script, add a SetSecurityUser action. This action is located on the Framework tab. Place the action before any other Framework or API actions.
  3. In the Agent property in SetSecurityUser, enter the security user's name or agent ID, then select the matching record. You can use variable substitution in this field if you have more than one security user that you use.
  4. Leave the output variable as the default SecurityUser. This is defined in the ScriptVar (out) property . If you change it, you must configure every Framework or API action in the script with the new variable. There are various names for the property that holds the variable, depending on the Framework or API action used. Security User and AuthContext are two common ones.