Studio

Studio is a scripting tool that you can use to customize CXone Mpower to meet the needs of your organization. You can customize your contact center's routing flow by including ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., IVR 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. menus, or virtual agent bots A software application that handles customer interactions in place of a live human agent.. You can also manage API calls and integrations to third-party systems.

Studio has a visual, drag-and-drop interface, so you don't need extensive scripting experience to create basic scripts. You can create more complex scripts including custom scripting code.

As of the Fall 2023 release, there are two Studio applications:

Studio is a new, browser-based version of Studio that's available through the CXone Mpower platform.
Desktop Studio is the legacy version of Studio. It's a separate application that you must download and install on your computer.

The Studio online help provides information about both the old and new applications. The term Studio is generally used to refer to both Desktop Studio and Studio. In cases where information relates to a specific application, either Desktop Studio or Studio are used.

The Studio online help provides information about:

Getting Started with Studio: New Studio users can learn the basics in an introduction to Desktop Studio or Studio. A tutorial is also available that walks you through creating your first script. Tutorials are available for Desktop Studio or Studio.
Studio Fundamentals: An introduction to the fundamental skills and knowledge required to work with scripts in Studio. This information applies to both versions of Studio.
How to Work with Scripts: Detailed information about how to work with and manage scripts in Studio. This information is specific to the application you're using. It's available for Desktop Studio and Studio.
Studio Action Basics: General, high-level information about 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. in Studio aimed at newer Studio users. This page provides information about what actions are, the kinds of actions available, and how they're organized in Studio. This information is specific to the application you're using. It's available for Desktop Studio and Studio.
Studio Action Reference: Detailed reference information about the actions used to build scripts. This information is helpful for all Studio users. It's specific to the application you're using and is available for Desktop Studio and Studio.
Testing and Debugging Scripts: Describes the options in Studio for testing and debugging your scripts. This information is specific to the application you're using. It's available for Desktop Studio and Studio.
Digital Scripts: Provides information about building and working with digital scripts and Digital Experience channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This information applies to both versions of Studio.
Technical Reference Guide: Introduces and explains the scripting concepts used in Studio. This section provides extensive reference material about the Snippet scripting language. The information in this section applies to both versions of Studio.

Integrations with Third-Party Systems

Studio allows you to integrate CXone Mpower with third-party applications and systems, including:

Additionally, CXone Mpower Integration Hub allows you to manage integrations with third-party systems.

Key Facts about Studio

For Desktop Studio to function properly, your Windows .NET Framework version must be v4.8 or later.
The Desktop Studio application only works with Windows operating systems.
To use Studio, the scripter's CXone Mpower role must include Studio permissions.
You can perform some basic tasks related to scripts from within the CXone Mpower platform, but to create, manage, and test scripts, you must use one of the Studio applications.
Studio supports 24-hour time, not 12-hour time. Take this into consideration when working with time in scripts.
If you have any issues with Desktop Studio being falsely identified as 'infected,' contact your antivirus vendor.
Documentation for supported APIs is available on the DEVone Developer Portal.
To share ideas and collaborate with other scripters, you can visit the CXone Mpower Community site. Contact your Account Representative if you do not have access to the Community.