Manage Scripts

This page provides information about tasks you may need to do to manage the state of your scripts. The Work with Scripts help page can help you learn how to create and modify scripts. The Work with Actions in Scripts page can help you learn how to add and configure actions in your scripts.

View a Script's Properties

Required permissions: ACD > Studio > Scripts > View

Script properties are available on the panel on the right side of the script canvas. Currently, only some of the information that's available in a script's properties in Desktop Studio is available in Studio. These options are available in different locations in Studio: 

• Script tracing configuration: These are available when you click Trace on the script canvas.
• Parameter values to start a script with a trace: These are available when you click Trace on the script canvas.
• Name of the business unit where the script is saved: You can access the name of the business unit by selecting My Profile from your initials in the upper right corner of CXone Mpower.

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with. The script opens in a new tab.
3. On the right side of the script canvas, view the properties pane. The default tab is the Actions tab, where you can: 
   • View actions in the script: View a list of all actions currently in the script. Beside each action is the action's ID, a numeric identifier assigned in the order the action was added to the script. Beneath each action is its caption, if it has one. Click an action in the list to highlight the corresponding action on the canvas.
   • Search canvas: Allows you to search the script canvas. The search can find actions or terms in captions or annotations on the script canvas. It cannot search values in action properties, including in editor windows. Results of your search appear below the search field, replacing the list of actions.
   • Sort By: Allows you to sort the list of actions. You can sort by name or action ID, and in ascending or descending order.
   • View errors and warnings: Allows you to see if the script currently has any errors or warnings. If there are any, the button label includes the number. Click the button to view a list of the errors or warnings.

4. Click the Variables tab. On this tab you can:

   • View related actions: Expand each variable to see the action or actions that use the variable. You can affect all variables with the expand all and collapse all options. If you make changes to the variables in the script, you can reload the list.
   • View related action properties: Click one of the actions to see the properties of the action and highlight the action on the script canvas. The action properties replace the variables list on the properties pane.
   • Redact variables: Create a list of variables in this script that you want to redact in traces and logs.  

View a Script's History

Required permissions: ACD > Contact Settings > Scripts > View

You can view previous versions of a script, see the date and time the script was changed, and the user who made the change. The previous versions of the script open in the same tab as the active version of the script. Previous versions of the script cannot be modified.

A script's version history is limited to the development stage it's currently in. You can see any changes that have been made since the script was promoted to that stage. To see changes made from an earlier stage, you must open the script in that stage's folder. Development stages are an optional feature that must be enabled in Studio.

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with. The script opens in a new tab.

1. Click the script name at the top of the page and select Version History. The Version History pane opens on the left side of the page.

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2. On the Version History pane, click a previous version to see the script at that point in time. The script displayed in the tab changes to that version.

3. To save a previous version with a new name, click Save Version As in the upper right corner of the page. Specify the name and location and click Save. The saved version becomes the active script in the current tab.

   If you save a previous version of a script with the same name as the active version of any script, Studio overwrites active script with the past version you're attempting to save.

3. To return to the editable view of the active version of the script, click the arrow next to the date in the top left corner of the page.

Revert to Previous Version of Script

Studio keeps previous versions of all scripts. Each time you save your changes, another version is added to the script file's history. You can revert to a previous version of a script file.

If you have saved a copy of a script under a different name as a backup and want to revert back to it, don't follow these steps. Instead, open the backup copy you want to revert to. You can work in the backup copy, or you can duplicate it to create a new working copy and leave the backup in place. You can deactivate copies of scripts that you don't want anymore.

Revert to a Previous Version of a Script from Studio

Permissions required:  Applications > Studio > Scripts > Create/Edit

1. In CXone Mpower, click the app selector and select Studio.
2. Open the script you want to revert. If the script you want to revert is currently deactivated, you must reactivate it first.

3. Click the script name at the top of the page and select Version History. The Version History pane opens on the left side of the page.

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4. On the Version History pane, click a previous version to see the script at that point in time. The script displayed in the tab changes to that version.
5. Click Restore.
6. Click Restore again to confirm that you want to revert to the open version. The selected script becomes active in the current browser tab.

Revert to a Previous Version of a Script from CXone Mpower

Permissions required:  ACD > Contact Settings > Scripts > Edit

When scripts are reverted from CXone Mpower, the name of the file doesn't change as it does when you revert from Studio.

1. In CXone Mpower, click the app selector and select ACD > Scripts.
2. Click the script you want to revert. If the script you want to revert is currently deactivated, you must reactivate it first.

3. On the Version History tab, select the version you want to revert to from the Previous Versions list and click Revert Back.

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4. In Studio, open the script you reverted and continue working on it.

Compare Two Scripts

Required permissions: Studio Scripts View

You can compare two scripts to see the differences between them. The scripts can be two historical version of the same script, or two different scripts. Studio compares the actions in each script according to their action ID and notes differences in the Find Results window.

Action IDs are assigned to actions in the order they're added to a script. If you delete an action and add another action of the same kind, it's assigned the next sequential ID number. The script does not reuse action IDs when you delete an action from the script.

When you run a script comparison, Studio compares the actions with ID 1, then 2, and so on. It lists any differences between the two actions in the Find Results pane. If the order of the actions is the same but their action IDs are different, the script comparison will report them as differences.

You can choose which information you want to be reported in the Find Results window. You can compare: 

• The position of the actions on the script canvas.

• The configuration of action properties and parameters.

• The parameters

• A line-by-line comparison of an action's properties. Applicable only for actions such as SNIPPET that have properties with multi-line configurations.

• The branches that each action uses.

• The actions' captions.

Compare Different Scripts

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .

2. Open the scripts you want to compare. They must be open in the same browser window. Each script must be fully loaded in its tab.

3. In one of the open scripts, click the script name at the top of the page and select Compare.
4. On the Compare Scripts window, choose a script from the Left Script dropdown.
5. From Right Script, select the script you want to compare to the first script.

6. Under Compare Settings, select the script components you want to compare between the selected scripts.

   Learn more about fields in this step

   Field	Details
   Compare Captions	Reports when the action are the same but their captions are different.
   Compare Parameters	Reports when the actions are the same but their parameter configurations are different.
   Compare Parameters Line by Line	Reports only for actions with multi-line configurations, such as . Reports when the actions are the same, but there are differences between lines in their configurations.
   Compare Branches	Reports when the actions are the same but they have different branches configured.
   Compare Positions	Reports when the actions are the same but they're located in different places on the canvas.
   Compare Properties	Reports when the actions are the same by their properties are different.

7. Click Compare. The Find Results window opens on the page.

8. Review the differences between the scripts in the Find Results window.

   Learn more about fields in this step

   Column	Details
   Action	The action ID of the actions being compared. If an action ID is present in the scripts but is not in the Find Results list, the actions are identical.
   Type	The setting being compared. Possible settings are Position, Parameter, Branch, Action, Caption, and Property.
   Item	The name of the parameter, property, or branch that's different.
   Line	The line number in the that's different.  This column only contains information when Compare Parameters Line by Line is selected from Compare Settings and there are differences in the lines.
   Left	The configuration present in the script you chose as the Left Script. If this column contains <missing>, it means that the action or configuration was present in the other script, but not this one.
   Right	The configuration present in the script you chose as the Right Script. If this column contains <missing>, it means that the action or configuration was present in the other script, but not this one.
   Target	The script that is missing the specified action or configuration.

Compare Historical Versions of a Script

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, click Add Criteria and enter the criteria to search for a script, press Enter.
3. Select All Versions from the drop-down on the top right side of the page. The page displays the current and historical versions of the scripts that match your search.
4. Double-click on each version of the script you want to compare to open them.
5. In one of the open versions of the script, click the script name at the top of the page and select Compare.
6. On the Compare Scripts window, choose one version of the script from the Left Script dropdown.
7. From Right Script, select the version of the script you want to compare to the first script.

8. Under Compare Settings, select the script components you want to compare between the selected scripts.

   Learn more about fields in this step

   Field	Details
   Compare Captions	Reports when the action are the same but their captions are different.
   Compare Parameters	Reports when the actions are the same but their parameter configurations are different.
   Compare Parameters Line by Line	Reports only for actions with multi-line configurations, such as . Reports when the actions are the same, but there are differences between lines in their configurations.
   Compare Branches	Reports when the actions are the same but they have different branches configured.
   Compare Positions	Reports when the actions are the same but they're located in different places on the canvas.
   Compare Properties	Reports when the actions are the same by their properties are different.

9. Click Compare. The Find Results window opens on the page.

10. Review the differences between the scripts in the Find Results window.

    Learn more about fields in this step

    Column	Details
    Action	The action ID of the actions being compared. If an action ID is present in the scripts but is not in the Find Results list, the actions are identical.
    Type	The setting being compared. Possible settings are Position, Parameter, Branch, Action, Caption, and Property.
    Item	The name of the parameter, property, or branch that's different.
    Line	The line number in the that's different.  This column only contains information when Compare Parameters Line by Line is selected from Compare Settings and there are differences in the lines.
    Left	The configuration present in the script you chose as the Left Script. If this column contains <missing>, it means that the action or configuration was present in the other script, but not this one.
    Right	The configuration present in the script you chose as the Right Script. If this column contains <missing>, it means that the action or configuration was present in the other script, but not this one.
    Target	The script that is missing the specified action or configuration.

Redact Variables from Traces and Logs

Required permissions: ACD > Studio > Scripts > Create/Edit

Variable redaction eliminates variable values from traces and logs generated by a script. You can redact variables and objects.

Redaction is configured at the script level in the VariableRedaction field of a script's properties. Redacted values are replaced with a string of X characters. The length of the variable value determines how many Xs are used, meaning that a redacted five-letter word would result in five Xs. Partial variable redaction, such as part of a credit card number, is not supported.

To redact variables in Desktop Studio:

To redact variables in Studio:

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with. The script opens in a new tab.
3. In the properties panel on the right side of the script, click the Variables tab.

4. Click Redacted .

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5. In the field on the Variables tab, enter the name of each variable you want to redact.  Press Enter after each variable. These names should correspond to variables created in Assign or SNIPPET actions in the script.

6. Click Redacted again to hide the list of variable names.

7. Save your script.

Delete Sensitive Data from a Variable

In addition to configuring variable redaction, you can configure your script to delete sensitive data from a variable. This helps ensure that it doesn't persist in the script longer than necessary.

1. In your script, place a Snippet action after the sensitive data has been used and is no longer needed.
2. In the Snippet editor of the Snippet action, add the appropriate line for each variable you want to clear sensitive data from: 
   • For a dynamic data object: DYNAMIC <object name>
   • For a regular variable: ASSIGN <var name> = ""
3. Save your changes.

 

Lock and Unlock Scripts

Required permissions: ACD > Studio > Scripts > Create/Edit

Scripting locking allows you to lock a script so that only you can edit it. This prevents multiple Studio users from modifying a script at the same time. This is an optional feature that must be enabled in CXone Mpower.

When you want to edit a script, you must lock it. This puts the script into edit mode. Scripts stay locked until you unlock them, or until another Studio user overrides your lock. When you're finished working with a script, you can unlock it. This places the script in read-only mode and makes it available for other Studio users to edit if they need to.

Before you lock a script, Studio refreshes the script. This loads any changes that may have been made by other Studio users between the time you opened the script and when you lock it.

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with. The script opens in a new tab.

3. Hover the cursor over the eye next to the script name in the toolbar at the top of the canvas workspace and select Edit Script (Lock).

4. When you're finished working with the script, hover your cursor over the lock next to the script name in the toolbar at the top of the canvas workspace and click View Only Script (Unlock).

Override a Locked Script

Required permissions: ACD > Studio > Scripts > Lock Override

When you open a script that's locked for editing, the icon next to the script name above the canvas workspace is a closed lock . You can hover the cursor over the icon to see who locked the script. If it's you, you have the option to unlock the script and put it into read-only mode. If it was locked by another user, it shows the name of the user.

If your CXone Mpower role includes the Lock Override permission, the drop-down also includes the option to override the lock. When you override a script lock, Studio loads the latest saved version of the script. If the other user has unsaved changes they cannot be saved after the lock is overridden. If the other user attempts to save the script after the lock is overridden, they see an error message letting them know about the override. When a script's lock has been overridden, it can be duplicated and saved with another name.

You can review changes to a script by viewing a previous version of it. This is helpful if another user has edited a script and you want to know what they changed.

Be sure to follow your organization's guidelines for overriding other users' script locks.

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .
2. Click the ellipsis next to the script you want to override and select Lock Override.
3. Alternatively, you can: 
   1. Open a script that's locked by another user.
   2. Click the lock next to the script name in the toolbar above the canvas workspace and click Lock Override.
   3. Click OK when prompted to confirm you want to override the other user's lock. A status message appears when the lock is successfully overridden.

Deactivate a Script

Required permissions: ACD > Studio > Scripts > Deactivate

Scripts cannot be deleted from Studio. Instead, you can deactivate them. Deactivated scripts are only visible in Studio if you choose to view All or Inactive scripts on the Studio Scripts tab. You can also see them on the Scripts page in the CXone MpowerACD application.

You don't need to deactivate a script to prevent CXone Mpower from using it. CXone Mpower only uses scripts that are assigned to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and a point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address..

1. In CXone Mpower, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate the script you want to deactivate.
3. Click the three horizontal dots next to the script and select Deactivate. You can also open a script and click the down arrow button next to the script name and select Deactivate from the drop-down menu.
4. Confirm that you want to deactivate the script. A notification appears in the lower right corner of the window when the deactivation is complete.
5. You can add notes to the script in CXone Mpower if you want to explain why you deactivated the script:
   1. In CXone Mpower, click the app selector and select ACD > Scripts.
   2. Select Inactive from the Show drop-down.
   3. Click the script and add your comments on the Notes tab.

Reactivate a Script

Required permissions: ACD > Studio > Scripts > Deactivate

You can reactivate a script to make it visible in Studio again. Currently, you cannot reactivate a script from within Studio.

1. In CXone Mpower, click the app selector and select ACD > Scripts.
2. Select Inactive from the Show drop-down.
3. Click the script you want to reactivate.
4. Click Activate on the Details tab of the script's page.

Put a Script into Production

Required permissions: ACD > Contact Settings > Points of Contact Edit

When a script is fully tested and ready to put into use in CXone Mpower, you can put it into production. To do that, you need to assign a script to a point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. in CXone Mpower ACD.

1. Click the app selector and select ACD.

2. Go to Contact Settings > Point of Contact.

3. Click the point of contact you want to assign a script to.

4. Click Edit.

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5. Select the Script that you want this point of contact to use. The drop-down list shows all active scripts currently available for the Media Type of the current point of contact.
6. Click Done.