Start Using Studio

Studio can be overwhelming for new users. This topic provides you information you need to know when you're first starting out with Studio.

First-Time Users

As a first-time user, you need to:

After you've logged in, you can take a tour of the Studio interface.

Scripting with Studio

Studio has a graphical interface that lets you create basic scripts with minimal knowledge of scripting languages.

This section provides a high-level introduction to the basics of scripting in Studio. You can also follow this tutorial to create a basic script in Studio. For more in-depth information, see the Scripting topic.

Script Types

There are different script types in Studio. Each type corresponds to a kind of routing in CXone. When you create a new script, you must select the correct script type. Some actions only work with certain script types. For example, ASRFechado Permite que os contatos respondam aos prompts de voz gravados falando, pressionando teclas no telefone ou uma combinação de ambos.-related actions only work with Phone scripts. The Studio script types are:

O ícone para um tipo de script genérico - um retângulo com os símbolos <e> dentro dele. O ícone para o tipo de script de e-mail - um grande símbolo @ em um losango. O ícone para o tipo de script de bate-papo - um balão de bate-papo com reticências dentro (...), em forma de losango. O ícone para o tipo de script de telefone - um aparelho de telefone de estilo antigo com linhas curvas indicando o som que sai dele. O ícone para o tipo de script de correio de voz - um símbolo que se parece com uma fita cassete - dois círculos colocados em uma linha horizontal. O ícone para o tipo de script do Item de Trabalho - um pedaço de papel com um canto dobrado para baixo e uma lista de marcadores nele. O ícone para o tipo de script SMS - um smartphone com um balão de bate-papo saindo dele. O ícone para o tipo de script digital - um monitor de computador com um smartphone ao lado.
Genérico Valor de Condição não no intervalo Os seguintes campos estão em uso por filtros e alterá-los resultará em reaplicar o filtro. Chat Esta competência avançada tem {0} agentes atribuídos a ela. Telefone Correio de Voz Item de trabalho SMS Digital

Ações

The basic building blocks of Studio scripts are the actions. Actions are how you add specific functionality to your script. There are hundreds of actions in Studio. The Actions section of the online help contains topics for most of the actions. You can access online help for an action directly from Studio by selecting the action and pressing F1 on your keyboard.

Ramos

Branches are used when an action has two or more possible outcomes. They divide the script into the paths that the contact might follow, and help you create the workflow your organization requires.

Conectores

Connectors are how you link actions and create the flow of your script. On the canvas, connectors appear as thin lines with arrows on them that connect two actions. You canbend and curve connectorsto move them around other actions on the canvas.

Audio Prompts

Audio prompts are a fundamental aspect of many scripts. These are audio files that the script plays to provide information to the contact or ask the contact to make a choice or input information using their phone. You can learn how to manage prompts in Studio, including using text-to-speech or recording your own audio prompts to use in scripts.

The Snippet Scripting Language

Snippet is the in-house scripting language used for all custom scripting needs in Studio. Custom scripting isn't required, but it helps you fine-tune your scripts to achieve the workflow your organization needs. You can learn about Snippet if you need to use it to customize your scripts.

Test and Debug Scripts

Before you can complete a script, you need to test it and debug it:

  • Check for warnings in the Script Errors tab for individual connectivity errors.
  • Debug any code written in a Snippet action or the check syntax command.
  • Testing the functionality of the script with the trace tool. which gives you two ways to track the progress of a script
    • Spawning the script artificially.
    • Tracing instances when the script fires.
  • Simulate an interaction to test the functionality of the script.