Start Using Studio

Studio can be overwhelming for new users. This page provides you with the information you need to know when you're first starting out with Studio.

First-Time Users

  1. Download, install, and log in to Studio.
  2. Read the introduction to using Studio on this help.
  3. Tour the  Studio interface.
  4. Read the Scripts and Actions help pages, which introduce essential concepts about scripts and scripting with actions in Studio.
  5. Follow the tutorial and create your first script.
  6. Read the Fundamentals help page. This page gives you an overview of more technical concepts related to scripting. If you want to, you can read further about any of the subjects described on the Fundamentals page.

Scripting with Studio

Studio has a graphical interface that lets you create basic scripts with minimal knowledge of scripting languages.

This section provides a high-level introduction to the basics of scripting in Studio. You can also follow this tutorial to create a basic script in Studio. For more in-depth information, see the Scripts section of the online help.

Script Media Types

There are different script types in Studio. Each type corresponds to a kind of routing in CXone. When you create a new script, you must select the correct script type. Some actions only work with certain script types. For example, ASRClosed Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both.-related actions only work with Phone scripts. The Studio script types are: 

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.
Generic Email Chat Phone Voicemail Work Item SMS Digital

Actions

The basic building blocks of Studio scripts are called actions. Actions are how you add specific functionality to your script. There are hundreds of actions in Studio. The Actions section of the online help contains topics for most of the actions. You can access online help for an action directly from Studio by selecting the action and pressing F1 on your keyboard.

For more information about actions and how to use them, see the Action Basics page.

Branches

Branches are used when an action has two or more possible outcomes. They divide the script into the paths that the contact might follow, and help you create the workflow your organization requires.

Image example of connectors and branches.

Connectors

Connectors are how you link actions and create the flow of your script. On the canvas, connectors appear as thin lines with arrows on them that connect two actions. You can bend and curve connectors to move them around other actions on the canvas.

Image showing blue-highlighted connector. Image showing a pivot point and bent connector. Image showing two pivot points on a bent connector.

Audio Prompts

Audio prompts are a fundamental aspect of many scripts. These are audio files that the script plays to provide information to the contact or ask the contact to make a choice or input information using their phone. You can learn more about prompts in Studio, including using text-to-speech or recording your own audio prompts to use in scripts.

The Snippet Scripting Language

Snippet is the in-house scripting language used for all custom scripting needs in Studio. Custom scripting isn't required, but it helps you fine-tune your scripts to achieve the workflow your organization needs. You can learn about Snippet if you need to use it to customize your scripts.

File Storage in Studio

In CXone , files are stored in your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment environment. This includes your script files as well as all music and prompt files used in your scripts. Any other files that you use in scripts must also be located in your CXone file storage. For example, actionsClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. such as Readfile and Writefile read data from or two files located in your file storage.

You can access all of these files through CXone and through Studio:

Test and Debug Scripts

Before you can complete a script, you need to test it and debug it:

  • Check for warnings in the Script Errors tab for individual connectivity errors.
  • Debug any code written in a Snippet action or the check syntax command.
  • Testing the functionality of the script with the trace tool. which gives you two ways to track the progress of a script
    • Spawning the script artificially.
    • Tracing instances when the script fires.
  • Simulate an interaction to test the functionality of the script.