Many actions contain default branch options for you to configure, such as Default or OnError, but you can also create custom branch conditions (called Variable Branch Conditions) when the PickBranch window appears after connecting 2 actions. If you have access to these templates, they are accessible in the Available Templates section of the Create New Script dialog.Ī branch is a path that divides a script into 2 or more subdivisions, which begins with a single connector. In addition to these main script types, Studio offers a few script templates depending on the features and applications you have enabled with your system, such as the call suppression script related to Personal Connection. Additionally, actions that are not compatible with a certain script type will not appear in the Tools tab of that script.
If you try to use an action from the Framework tab that is not compatible with the script type that you are creating, Studio displays an error message. For example, ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. Most actions function in any script type, however, some can only be added to a specific script. The type of script you choose must correlate with the type of routing that you wish to achieve. When creating a new script, Studio prompts you to determine the type of script that you want to create. You can create a specific type of script that correlates with the different channels in your contact center, which are shown below: Note that the Framework tab must be specifically enabled by an internal administrator. You can click and drag actions from the Tools and Framework tabs (in the right-pane of the image) onto the canvas to build a script. In this image, the Tools tab appears in the pane on the right, the Navigate tab appears on the left, and the Script Errors tab appears beneath the canvas.
These tabs provide access to the components you need to create and manage scripts. Studio offers a variety of tabs, or windows, that you can open and arrange in the panes around the canvas. Here you place and interact with actions to create your script. The large center pane is the primary work area called the canvas.
The preceding image provides a look at the Studio user interface. CXone provides basic methods of script interaction, such as creating script schedules or reverting a script back to a previous version. Most all script handling is performed in Studio. After creating the network of actions, you can configure each action by adding additional parameters, custom programming logic, or uploading prompts to be played. Then, connecting the actions to determine the possible pathways of the interaction flow. The basic workflow for developing a script begins with drag and dropping actions from the Tools or Framework tabs onto the canvas. A complex script might have multiple branches for different languages, many actions to set and manage variables, references to subsequent scripts, and much more. A simple script might only have a few actions to route a caller to an agent. Scripts can range from simple to extremely complex. Connectors determine possible "pathways" for the caller to navigate through the script. These actions link together via connectors. Examples include: setting skills or variables, playing on-hold music, or passing along customer information. Each action in the script has a specific purpose. For example, if a customer calls into a contact center, the customer interacts with an inbound phone script that directs the caller to the appropriate department based on their reason for calling. that route and manage customer traffic for a contact center. In the Studio application, a script is a network of actions Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent.
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