Studio

All actions are available in Studio. Note: The PAGE action will be deprecated in the future. It is not editable in Studio scripts. However, it will be made editable in a future release.

Actions are found on two palettes located on the toolbar on the left side of the script canvas:

• Actions palette : Contains all actions available for your CXone Mpower system. Available actions are determined by the licensed products enabled in CXone Mpower and the script's media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..

• API Actions palette : Contains actions that call CXone Mpower APIs. Documentation for these actions can be found in the developer portal . Learn more about working with API actions in your scripts.

 In Studio, the page that loads when you access the application is called the Scripts page. This page displays the scripts available in the business unit. You can filter the list to display only active scripts, only inactive scripts, or all scripts.

The Scripts page provides information about each script and allows you to perform certain tasks with scripts without leaving the page. You can: 

• Create a new script.
• Search for scripts using script name, actions in the script, words in the caption, variables, or media type.
• View each script's media type, name, date of last modification, whether it's locked for editing, and if it's active or inactive.
• Export a script to a JSON file.
• Duplicate a script to create a copy.
• Deactivate a script.
• Override a locked script.
• Copy the path to a script.
• Load a script file or a script trace file.

You can connect actions with right angle lines, curved lines, and linear lines. The experience of using connectors in Studio has been improved.  You can now connect actions directly to other actions or to connection anchors on the action. You can add vertex points to right angle or curved lines by double-clicking on the connector. Vertex points introduce additional bends or curves to the connector.

In Studio, you can copy and paste one or more actions to the same script or between scripts. You can also undo and redo previous actions. Standard keyboard shortcuts are supported for these tasks.

Create and Edit Scripts: Allows you to create new scripts and modify existing ones.

You can deactivate scripts from the Options menu next to each script on the Scripts page in Studio, or by opening the script and selecting Deactivate from the center menu at the top of the script.

Reactivating scripts is not supported in Desktop Studio, but will be added to Studio in a future release. You can reactivate scripts on the Scripts page in the ACDapplication.

Files can be viewed or uploaded on the Browse ACD files page in the CXone Mpower platform or on the Prompts page in Studio.

Currently, the Prompts page does not yet support recording audio prompt messages, like the Files tab in Desktop Studio does. In Studio, you can record audio prompt messages with actions such as PLAY.

The left side of the script canvas has options to view the Actions palette and the API Actions palette. Together, these palettes provide access to all Studio actions licensed to your CXone Mpower system. Availability of some actions is dependent on the media type of the script.

Importing and exporting works the same as in Desktop Studio. However, in Studio, importing is called loading and exporting is called downloading.

Additionally, Studio scripts are in JSON. Desktop Studio scripts are XML. The import process does not convert between the formats. This means that you cannot import a script into Studio that was previously exported from Desktop Studio, and vice versa. However, you can work around this by importing the script into the application it was exported from, then opening it in the desired application.

Each browser can run two instances of Studio: one in regular mode and one in incognito  mode. You can run up to four instances at the same time by using Chrome and Microsoft Edge.

This ability is useful if you need to connect to multiple business units at the same time. You can open more than one script in a single instance of Studio. Each script opens in a separate tab in the same browser window.

Properties Tab (Action and Script Properties): Displays properties of the selected action or of the current script and allows you to configure them.

Properties of the selected action appear in the panel on the right side of the script canvas. You can see: 

• The action's name and action ID.

• A field to change the action's caption label. You can also right-click on the action's icon on the script canvas and select Add Caption.

• An Open Editor button to access the action's editor window. This option is available only for actions that have editor windows.

• Properties to configure the action. You can press F1 to open the selected action's help page.

The Desktop Studio Properties tab displays other information when no actions are selected on the script canvas. This information is available in other locations in Studio: 

• Script name: The script's name is located at the top of the script canvas.

• Media type: The script's media type is an icon next to the script name at the top of the canvas.

• Name of the business unit where the script is saved: You can access the name of the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. by selecting My Profile from your initials in the upper right corner of CXone Mpower.

• Parameter values to start a script with a trace: Configure parameters when you click Trace on the script canvas.

• Script tracing configuration: Set up details to simulate an inbound interaction when you click Trace on the script canvas.
• Variable redaction: Configure variable redaction on the Variables tab of the properties panel.

Currently in Studio, you can lock a script for editing and unlock it to put it into read-only mode. You can override the lock on a script that's locked by another user.

On the Scripts page in Studio, the Locked status is displayed for each script, but currently you cannot filter the list of scripts by locked status or sort the table by the Locked column, so you cannot easily view a list of all locked scripts. This will be included in a future release.

Currently in Studio, when you trace a script, you can: 

• Specify an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and optional parameters to start the trace with.
• Simulate an inbound phone interaction when tracing an inbound phone script.
• Capture the next instance of a script running. This allows you to trace a live interaction.
• Capture multiple traces.
• View trace output, search for variables, and view the value of individual variables at a certain point in time.
• Download and load the script trace.

You can search for scripts on the Scripts page in Studio. You can search by script name, by the variables they contain or by variable value, action caption, and script media type.

Currently, the SNIPPET action editor window supports custom snippet code with syntax highlighting. You can debug snippets from inside the editor window.

Improvements continue to be made to the functionality of the editor.