Simuler les interactions dans Studio

Simulating interactions allows you to test the performance of your scripts. By combining a simulated interaction with script tracing, you can see if the script is doing what you expect it to. If it's not working correctly, the script traces can help you discover the reasons.

Simuler des interactions

Autorisations requises : Applications > Studio > Scripts > Déboguer ; ACD > Points de contact > Créer; Paramètres utilisateur > Compétences > Créer; Paramètres utilisateur > Campagnes > Créer

This section describes a general, high-level process for simulating interactions in CXone. This process applies to interactions on most channels Le moyen utilisé par les contacts pour interagir avec les agents ou les robots. Le canal peut être vocal, e-mail, chat, réseaux sociaux, etc.. You can follow these steps to simulate phone interactions. However, it's faster to simulate phone interactions directly from the Studio script.

Depending on the CXone features or products you want to test, you may need to modify the simulation setup process. If you experience difficulty in simulating interactions, refer to the online help for the products or features you use for information about setting them up. There may be a required step that's not included in the generalized instructions provided in this section.

The steps below describe creating ACD skills Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents, campaigns, and points of contact Le point d'entrée qu'un contact entrant utilise pour initier une interaction, tel qu'un numéro de téléphone ou une adresse e-mail. set up for use in testing. If your organization already has these set up, you don't need to create them again. You can skip steps as needed.

You must have the appropriate permissions to perform the tasks described in this section. If you do not, your CXone administrator may be able to help complete some of the tasks. If you test products and features not included in this section, you may need other permissions in addition to the ones mentioned above.

1. In Studio, check the syntax of the script you're testing. Correct any issues.
2. In Studio, enable the option to trace or capture the next instance of the script running. You can also have Studio continuously trace and capture all instances of the script running.
3. In CXone, create a campaign to use in testing.
4. In CXone, create an ACD skill to use in testing. The skill must: 
   • Match the media type Un moyen, tel que la voix, le courrier électronique et le chat, par lequel un contact se connecte avec un destinataire prévu. of the script you're testing. For example, for an email script, you must have an email ACD skill. Refer to the online help for the type of channel you're using for information about creating ACD skills.
   • Be assigned to a CXone user account you have access to.
5. In CXone, create a point of contact for use in testing. When setting up the point of contact, select the script you're testing and the test ACD skill you're using.
6. If you're testing the complete interaction, sign into l'application d'agent your organization uses using the account you assigned the test ACD skill to previously. The CXone profile you use may need permissions or settings enabled to use the features or products you're testing.
7. In the application d'agent, set your state to Available. For example, in MAX, you must connect the agent leg.
8. Ensure that the channel you're using with the script is set up and configured. Refer to the online help for the channel if you need to complete setup.
9. Simulate the interaction. How you do this depends on the channel and type of script you're using. For example: 
   • Chat channel: Copy the point of contact URL from the Point of Contact page in CXone to a browser. This launches the chat window. You can send a message through the chat window and answer it in l'application d'agent.
   • SMS channel: Send a text message from the agent application to a mobile phone number you have access to. If your organization supports inbound SMS interactions, send a text message to the SMS number associated with the channel you're testing.
   • Manual outbound phone: Make a call from l'application d'agent. Dial a number connected to a phone you can answer.
   • Inbound phone to test voicemail: Call the DNIS Identifie le numéro que le contact a composé pour vous joindre pour les appels vocaux entrants et le numéro que l'agent ou le système a composé pour les appels vocaux sortants. associated with the channel and leave a voicemail when prompted. You can also do this by simulating an inbound phone interaction from within Studio. Both methods of testing require a script that has a voicemail option.
   • Email: To test inbound email, send an email to the email address associated with the channel. To test outbound email, send an email from l'application d'agent to an address you have access to.
10. Use the Trace Output window and use the trace output window to watch as the actions in your script fire.

simulez des interactions de téléphone entrant dans Studio

Autorisations requises : Applications > Studio > Scripts > Déboguer

The steps in this task allow you to test the parts of your script before the action. To test the parts of your script from on, you must include an application d'agent in your simulation. You will need a CXone user account that has permissions to use that application.

Simulating a phone interaction requires an ACDskill Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents to use in the test. You may want to create a skill specifically to use in testing. It must be:

• An inbound phone skill.
• Assigned to a CXone user account to which you have access.

1. Dans Studio, ouvrez le script que vous souhaitez tester.

2. Cliquez sur un endroit vide du canevas pour désélectionner les éventuelles actions sélectionnées, puis cliquez sur l'onglet Properties.

   Voir l'image

   

3. Sélectionnez une compétence Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents ACD de téléphone entrant dans la liste déroulante Skill.
4. Sous Entrant, entrez le PhoneNumber que le script doit appeler. Il doit s'agir du numéro de téléphone auquel vous pouvez répondre pendant le test.
5. Double-cliquez dans le champ Simulate Inbound pour remplacer sa valeur par True.
6. Si votre test dépend d'une date ou d'une heure spécifique :
   1. Double-cliquez dans le champ SimulateDateTime pour remplacer sa valeur par True.
   2. Sélectionnez la date et l'heure que vous voulez utiliser pour le test dans le champ SimulationDateTimeValue.
   Si nécessaire pour ce test,
   3. remplacez le SimulationTimeZone.
7. Vous pouvez spécifier un ANI ou un DNIS pour le test.
8. Cliquez sur Start with Trace dans la barre d'outils Studio.
9. Répondez à l'appel lorsque votre téléphone sonne et effectuez les actions nécessaires pour tester votre script. Par exemple, si vous testez l’IVR, vous pouvez répéter ces étapes autant de fois qu'il est nécessaire pour tester chaque option de menu.
10. Utilisez la fenêtre Sortie de trace pour observer l'exécution des actions de votre script.

Simulation d’interactions de téléphone entrant avec MAX

Autorisations requises : Applications > Studio > Scripts > Déboguer

You can simulate an inbound phone interaction with an application d'agent. This allows you to test the parts of your script after Onanswer triggers.

You can use any supported application d'agent. The following task describes using MAX.

1. Complete the steps to set up a simulated inbound phone interaction up through step 7. Don't click Start with Trace in Studio until you've completed the remaining steps in this task.
2. Launch MAX.
3. Enter the number of a phone you can use right now. If possible, use a different phone number from the one you configured in the script. If Softphone intégré or stations are set up, you can use those options instead.
4. Click Connect.
5. Set your state to Available and click Connect to connect the agent leg.
6. When your phone rings, answer it. This is the phone that is the agent's side of the interaction.
7. In Studio, click Start with Trace.
8. When your phone rings, answer it. This is the phone that is the contact's side of the conversation.
9. Using the contact's phone, follow the prompts and complete the required testing.
10. Use the Trace Output window to watch as the actions in your script fire.