Action Basics

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

Actions are the building blocks of Studio scripts. A script is a network of actions that route and manage customer traffic for your contact center. Each action has a specific purpose, and together they define what a script accomplishes. There are actions that play audio files, instruct the script to wait, request an agent, and much more.

Each action represents code that has already been written. This means you don't need to be a scripting expert to create simple scripts in Studio. If you want to create more complex scripts, however, some custom scripting is required.

In the following image of an example script, you can see a series of actions linked by connector arrows. The description of this script shows how each action serves a specific purpose in the script. The description is located after the image in the drop-down.

Event Actions

Events actions execute only when a specific trigger occurs. Event triggers include things such as a call being answered, transferred, or put on hold. For example, Onanswer is an event that triggers when a request for interaction is answered, such as a contact answering a live agent's phone call or a live agent answering a contact's chat question.

When an event is triggered, any script execution that may have been happening before the trigger occurred is terminated. The script proceeds from the event action.

The following example script demonstrates the Onanswer event. The script sets up a basic inbound IVR with menu options for 1, 2, and 3. These represent the numbers the contact presses on the keypad to choose a menu option. The Onanswer event is in the bottom left corner of the script. It's not connected to the main part of the script. Instead it's separate, indicating that it's an event action. As soon as an agent answers the interaction, the script jumps to Onanswer and sends a message to the agent. The message is configured in the Messages action.

Location and Organization of Actions

In CXone Studio, actions are located on the Actions palette and the API Actions palette. The panels slide out from the left side of the script canvas. You can click Actions A rectangle, circle, and triangle partially layered on top of each other. Click to open the Actions panel. or API Actions A rectangle with open and close angle brackets in it. to show or hide the palette.

The Actions palette contains all of the non-API Studio actions. They're categorized to help you locate the ones you need. Each category is drop-down list that you can open or close as needed. You can also use the search bar at the top of the palette to find a specific action quickly.

API actions allow you to use CXone APIs. On the API Actions palette, you can see the name of the action and the verb associated with the API that action uses. API actions do not have online help pages. Instead, you can use the documentation for the corresponding API. You can find this documentation in the developer's portal A square with an arrow pointing from the center to the upper right corner.. Not all CXone APIs have corresponding Studio actions. For some APIs, you may need to use the REST API action.

If you have trouble finding the API associated with an API action, can use the Desktop Studio application. This gives you access to more information about the action, which you can use to locate the API documentation.

Action Availability and Media Type

Some actions are visible in Studio only if the product or feature they're related to is enabled for your CXone system. Other actions are visible only if the active script has the media type that the action requires. For example, if an action only works with chat scripts and the active script is a phone script, the action might not be visible unless you switch to a chat script.

Action Properties and Configuration

Most actions have a set of properties that you can configure. Some properties are required, while others are optional. Properties are how you customize the action to do what you need it to in your script.

You can view an action's properties when it's on the script canvas. The properties appear on the Properties pane when the action is selected. The Properties pane is on the right side of the Studio page.

Some actions have an editor that allows you to configure additional properties or add data to the action. To access action editors, hover your cursor over the action and click Open EditorA square with a horizontal line near the top, dividing it into two parts.. You can also click Open Editor in the action properties.For example, the Play action's editor is called the sequence editor. This is where you can create sequencesClosed A segment of an audio prompt played for the contact. for prompts, such as recording an audio message or designing a TTS prompt.

You can cut, copy, and paste actions in your scripts. When you add an action by copying and pasting into your script, make sure that you update the actions properties if needed.

Input and Output Properties

Some properties hold data the action uses. Other properties store data passed into the action for the rest of the script to use. Properties that store data the rest of the script uses are called output variables. Both properties and output variables appear in the Properties list on an action's Properties tab.

When you configure an output variable property, you are naming a variable to store data passed to the action. You don't need to format the variable name in the property field with curly braces.

Value and Expression Modes

Many action property fields have two modes you can toggle, Value Two horizontal lines with an open circle at one end. and Expression A set of parentheses with an x in the middle (x).. Value mode lets you select the value to complete the field using controls such as plus + and minus - buttons. You can also type a value into the field. Expression mode has no controls, so you need to enter the value directly into the field.

You can switch between the modes using the icons that appear when the cursor hovers over the top of the field.

Branches and Conditions

The flow of a script is defined by connecting actions to each other. Sometimes an action has only one possible outcome, so it's connected to one other action. When an action has more than one possible outcome, you can create a path for each possibility. These paths are called branches.

Branches allow you to design your script to handle all kinds of different possibilities, such as errors, unexpected key presses, or what to do when a phone call isn't answered. You can also use branches to build choices into your script, such as creating a menu that prompts the contact to choose an option.

Each time you create a branch, you must choose the condition for the branch. The condition defines what has to happen for the script to follow that path. All actions have at least one condition, Default. Some actions have more than one condition available. There are some actions that support custom conditions, which allow you to define what must happen for the script to take that path.

Every action in your script should have a branch that uses the Default condition, even if you're connecting the action's other branches. When an action has more than one path, the Default branch is the one taken when none of the other conditions are met. This is important to keep contacts from getting stuck at that point in the script in the event that something unexpected occurs.

When you connect two actions, you're prompted to select the condition for the connection. The list of conditions belongs to the action you pull the connector from. Select the condition that needs to be met for the script to follow that connection to the second action.

Deadends

It's important to be on the lookout for dead ends in your scripts when an action has multiple branches. Dead ends can happen when branches are missing or not configured properly. For example, a Music action needs to be connected with a Wait action. Wait allows you to specify how long the Music action plays before resetting and repeating. Without Wait, Music plays indefinitely.

Multiple Connections to the Same Action

You can create multiple connections to the same action. This is necessary when there is more than one condition that can result in the script ending up at the target action. Instead of adding a copy of the target action to the script once for each condition, you can create three branches that all end at the same action.

In the following image, you can see an example of a script with three branches that go from the Hours action to the Hangup action. Each branch has a different conditions to address three scenarios where the contact center is closed.

Connectors

Connectors are lines that connect two actions. The connector's arrow points in the direction of the flow of the script. You can connect actions by hovering the cursor in the space above, below, or to either side of the action until the Connector icon A blue circle with a white arrow pointing down. Click to drag a connector to another action. appears, then dragging to the next action.

Key facts About Connectors

  • You can click the Connector A blue circle with a white arrow pointing down. Click to drag a connector to another action. icon of the action you're connecting from and drag it to the second action. Drop it on a connection point on the second action. Connection points are open blue circles that appear when you hover over an action while holding a connector.
  • You can click the Connector icon and drag away from the action and release the icon. The Top Suggested menu appears with suggestions for the next action to add to the script.
  • Connectors reshape automatically based on the relative position of the actions on the canvas. To change the shape of a connector, click and drag one the connected actions.
  • You can change the condition of a branch without deleting and adding the connector back.
  • Delete a connector by clicking the connector line and then clicking the delete icon or pressing Delete on your keyboard.
  • To move a connector, you need to move one of the actions it's connected to.

Types of Connectors

There are three types of connectors and they each look slightly different on the canvas. Learning to identify them can help you understand a script at a glance. The following example of a script shows the three types.

An example script showing the three types of connectors, default, regular, and custom.

The types of connectors are: 

  • Default: This is a connector that uses the Default branch condition. It's a solid black line without a label. In the example image, the connector linking Play to Menu and Menu to the Music action beneath it are default connectors.
  • Regular: This is a connector that uses any branch condition except Default. It's a dashed grey line with a label. The label matches the condition the branch uses. In the example image, the connector linking Menu to Play is a regular connector. Its label is Timeout, which is the name of the condition assigned to the branch.
  • Custom: This is a connector that uses a variable branch condition. It's a solid gray line with a label. The label matches the name of the custom condition assigned to the branch. In the example, the connectors linking from Menu to each of the Music actions on the right are custom connectors. Their labels are 1, 2, and 3, which are the names of the custom conditions assigned to each branch.

Key Actions to Know

The following table contains some of the key actions you need to know to begin scripting. There are many more important and useful actions. This actions described here are only a starting place.

Action Details
Assign Use this action to create a variable and assign a value to it.

Begin

This is the first action in every script.
Countagents This action checks the total number of agents in a particular stateClosed The availability status of an agent for a particular ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
Createemail Use this action to automatically generate and send an email message.
End, Hangup, and other terminating actions Terminating actions are the last actions in the script. They end the script and the contact, and terminate background processes.
For, If, and Loop Use these actions to create looping or conditional statements in your script.
Hours Use this action so the script can determine whether your organization is open, closed, or on holiday.
Menu This action plays a message and creates a menu of choices the contact can choose from.
Music This action plays a music file. You can select from a set of files provided with the action. It's useful to play music while a contact is on hold.
Note and Annotation Use these actions to add notes or annotations to your script.
OnAnswer, Onhold, Onrelease, Ontransfer, and other event actions Event actions start a new branch of the script when a certain event happens during an interaction. For example, when an agent answers a call, the script jumps to the Onanswer action of the script.
Play This action plays an audio file for the contact. It can use prerecorded audio or text-to-speech, or both.
Record Use this action to record the caller's voice in MP3 format for playback purposes, such as for voicemail. Use Delete to remove saved files.
Reqagent This action requests the next available agent to handle a contact. For digital scripts, use the digital version of this action.
Runsub or Runscript These actions spawn subscripts or begin another script.
Snippet Use this action to add custom code to your script. You can use it to create and assign values to variables or dynamic objects.
Transfer This action directs an existing call to a different phone number outside of CXone.
Voiceparms Use this action to choose the voice and language you want to use with text-to-speech generated by actions such as Play or Menu.
Wait This action adds a pause to the script.
Whisper This action plays a custom message to the contact, the agent, or both during an interaction.