Studio

Studio is a user-friendly application that allows you to create, edit, and maintain scripts for routing in your contact center. Studio scripts can be used for self-service (that is, IVRInteractive 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.) as well as for the media types, or channels, in your NICE inContact CXone system. These channels can include self-service (that is, IVR-only); inbound phone, chat, or email; automated outbound phone, chat, or email; and work items. Contact routing scripts for these channels can also incorporate IVR actions and multiple branches based on those actions. The following image shows a sample script for an Asgardian call center. It allows callers to hear basic details about the call center and Asgard, then interact with a menu that offers options to reach 8 other Nordic worlds for vacation info or to interact with an agent.

Studio scripts can be very basic or extremely complex, depending on the needs of your organization. The application includes more than 150 pre-defined routing components known as actions, and these actions can be combined in thousands of different ways. Many actions have the ability to incorporate variables, and this further extends the application's capabilities and flexibility. Custom integrations may also be available. Drag-and-drop functionality and a visually-intuitive interface ensure that Studio remains easy to use for both novice and experienced workflow designers.

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.

Studio is integrated with your system, but it is a separate application that you must download from the CXone platform. 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 your CXone security profile . If you have any issues with Studio being falsely identified as 'infected', contact your anti-virus vendor.

You can customize certain features of Studio on the CXone platform such as managing permissions and access, or controlling script history and locking.

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 online help page.
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.