Debug Scripts

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

Required permissions: ACD > Studio > Scripts > Debug

You can run script traces to check for issues in your scripts. Each trace opens in a separate window. This means you can keep previous traces open to compare to the new ones, or capture multiple live contacts in a row.

Run a Script Trace

You can track the progress and performance of your script with the Trace Output tool. This tool traces the contact through the script and displays the results of each action that fired, what variables are being set and when, and the values the variables held at each point. This is a helpful tool to test and debug your scripts. You can run traces on live interactions or simulated ones.

You can only run a trace if the script is saved. If you attempt to run a script trace on a script with unsaved changes, Studio prompts you to save the script. If you have errors in the script, Studio won't save the script. You must resolve errors before you can save the script and run the trace.

  1. In CXone, click the app selector and select Omnichannel RoutingStudio Three arrows joined at the base. One points straight up, one up and to the right, and one up and to the left. .
  2. Open a script or create a new one.
  3. Click Trace > Start with Trace.
  4. Select an inbound phone ACD Skill.
  5. To pass values into the script via parameter variables, enter the values in the Parameters field. Enter one value per line. The values you enter map to parameters P1 through Pn, where n is the number of the last parameter value you add.
  6. To simulate an interaction for an inbound phone script, click Simulate Inbound Call and provide the necessary information.
  7. Click Start Trace. The trace output window opens. As the script runs, variables appear in the window in the order they fire. You can see the name of the variable, its properties and their configurations, the time the action fired, and the result of its firing.
  8. Click a variable in the trace output to see all variables and their values in the script at the time that the action fired. The variables appear in the field on the right side of the trace output window.

  9. Select or clear Global, System, or Private to filter the variables in the list. Clearing the option removes that type of variable from the list.
  10. To end the trace without ending the interaction on the server, click Detach.
  11. To end the trace and the interaction, click Terminate. This disconnects the contact and ends the interaction on the server.

Capture Live Contacts

You can capture a trace on a script as it runs. You can do this with production scripts processing live contacts. This allows you to diagnose issues that your contact center is experiencing, or capture data for troubleshooting with technical support. Currently, CXone Studio can only capture the next instance of the script running. It cannot capture a continuous trace.When you capture a single trace, the resulting information appears in theTrace Output window.

  1. In CXone, click the app selector and select Omnichannel RoutingStudio Three arrows joined at the base. One points straight up, one up and to the right, and one up and to the left. .
  2. Open a script or create a new one.
  3. Click Trace > Capture Live Contacts.

  4. The Number of Contacts is currently set to 1 and cannot be changed. In a future release, you will be able to specify a number of contacts to capture.
  5. Under Filters, select an option: 
  6. Click Start Capture. The trace output window opens. The window is empty until an instance of the script matching the selected Filter option begins to run. As the script runs, variables appear in the window in the order they fire. You can see the name of the variable, its properties and their configurations, the time the action fired, and the result of its firing.
  7. Click a variable in the trace output to see all variables and their values in the script at the time that the action fired.  The variables appear in the field on the right side of the trace output window.

  8. Select or clear Global, System, or Private to filter the variables in the list. Clearing the option removes that type of variable from the list.
  9. To end the trace without ending the interaction on the server, click Detach.
  10. To end the trace and the interaction, click Terminate. This disconnects the contact and ends the interaction on the server.