Set Up Development Workflows

Development workflow stages allow you to create a process all your scripts must go through to ensure proper testing prior to being released to production.

Create an Organization

Required Permission: ACD > Studio > Organizations & Stages Create/Edit 

You must create at least one organization. Before completing the following tasks, set up a repository in GitHub, if you plan on using that option and you need a new repository.

1. In CXone, click the app selector and select CXone Studio.
2. Create a folder to hold the organization's scripts. To create a new folder: 
   1. Create a new script or save a copy of an existing script.
   2. When saving the script, click Create New Folder and enter a New Folder Name.
3. In CXone Studio, click Development Workflow in the left menu.
4. Click New Organization.
5. On the General tab, enter a Name and optional Description.
6. If you're using a third-party version control provider with Studio, select the Repository Provider your organization uses. Currently, the only option is GitHub.
7. Enter the Repository URL for the repository you want to associate with this organization.
8. Click Save & Activate.

Add or Change the Repository Assigned to an Organization

Required Permission: ACD > Studio > Organizations & Stages Create/Edit 

CXone Studio can commit script changes to a GitHub repository. Before completing the following tasks, set up the repository in GitHub.

1. In CXone, click the app selector and select CXone Studio.
2. Click Development Workflow.
3. Click the organization you want to work with.
4. Under Repository Information, select the Repository Provider your organization uses. Currently, the only option is GitHub.
5. Enter the Repository URL for the repository you want to associate with this organization.
6. Click Save & Activate.

Set Up Workflow Stages

Required Permission: ACD > Studio > Organizations & Stages Create/Edit 

Development workflow stages are unique to each organization you set up in CXone Studio. Each stage has its own folder in your organization's top-level folder. You don't have to create the stage folders before completing this task. You can enter the name you want for each folder and CXone Studio will create the folder automatically the first time a Studio user promotes a script into that stage.

1. In CXone, click the app selector and select CXone Studio.
2. Click Development Workflow.
3. Click the organization you want to add workflow stages to.
4. On the Workflow tab, select the checkbox next to each development work stages you want to use.
5. For each stage, enter the name of the Script Folder you want all scripts in that stage to be in. If the folders already exist, you can select them from the drop-down.
   
6. Click Save.

Set Up Script Security Measures

If you want to increase the security of your scripts, you can: 

• Createviews Allow you to control the information users can see in CXone. for each organization you create. Subfolders inherit the parent folder's view restrictions.
• Assign views to CXone employee profiles as needed. You can assign views to multiple users at once using the bulk upload template. When assigning views, consider all CXone users who need access to scripts, such as:
  • Studio script writers
  • CXone administrators who create or modify ACDskills Used to automate delivery of interactions based on agent skills, abilities, and knowledge or points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.
  • Internal support staff
• Assign Studio permissions for development workflow stages to roles for CXone users who need to access and interact with scripts.

Be sure to understand how views and permissions work together before creating and assigning them to users and roles.