This help page is for Desktop Studio. This information is also available for CXone Studio.

Evaluates an expression and takes a branch depending on the outcome of the evaluation (true or false). You can also use create an IF statement in a Snippet action in your script.


Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.


Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.



Caption Change the Caption to something that uniquely identifies this action in the script. The IVR Press Path report includes the action name and caption. Descriptive, unique captions make the reports easier to read and understand.Use only for BEGIN CASE IF IVRLOG MENU and REQAGENT
Expression An evaluation of a value to determine if the expression is TRUE or FALSE. For example, TOTAL=>0 (Total equal to or greater than 0).

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.




Path taken if the expression is true.


Path taken if the expression is false.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

When this script is triggered, the number of available agents are counted. The If action uses the expression TOTAL>0 to determine which branch to take. If the total number of available agents is greater than 0, a menu will provide options to the caller. If the total number of agents is not greater than 0, then a message will play and the script will hang up the call.

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