Simulate Interactions in Studio

Simulating interactions is an excellent method of testing the performance of your scripts. You can also trace the interaction using the Trace Output tool. The tool helps to further investigate the details and performance of how the actions function when firing. such as testing the confidence levels of ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. actions in a script; see the Trace Scripts page for more information. You can easily simulate inbound phone interactions directly from the script properties tab in Studio. If you want to simulate other types of scripts or interactions, such as a chat, you must set up and run the interaction in CXone. Learn more about simulating types of interactions below.

Simulate Inbound Phone Interactions

1. In Studio, open the script that you want to test.
2. Open the script properties tab (click View > Properties in the menu or click the Properties tab).
3. Select a skill through which you want to simulate the call. Make sure that the skill you choose is assigned to a CXone user account to which you have access. For information on creating a skill, see Set Up Inbound Voice.
4. Expand the Inbound field and configure the properties.

   

   1. Change the SimulateInbound field to True.
   2. In the PhoneNumber field, enter the phone number at which you want the system to call you, such as a desk phone or mobile phone.
   3. You can further customize the simulated interaction by entering more information into the Inbound drop-down fields, such as a simulated DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. or ANI Also known as caller ID. Listed phone number of an incoming voice call. number.
5. Click Start with Trace in the Studio toolbar.

The Trace Output window will open and you will receive a call from an unidentified number to the phone connected with the number you entered in the PhoneNumber field. You will be able to watch the different actions of the script fire as you interact with the script in the Trace Output window.

Simulate Other Interactions

Required permissions: Points of Contact Create (or Edit), Skills Create (or Edit)

This section provides a high-level explanation of the general process for setting up components to simulate an interaction. You can simulate a voice interaction with this method, but simulating a phone contact directly through a Studio trace is usually faster and more convenient (described in the previous section). Therefore this method is more applicable to simulating other types of interactions. You must have the appropriate permissions to perform these tasks. If you do not, you can ask an administrator to assist with necessary steps. Tasks include setting up items in CXone such as a point of contact (PoC) and skill.

Some organizations that actively develop their own scripts could follow this process several times to set up the ability to simulate and test different types of interactions and script types. If your organization has already done this, some of these items may already exist, such as a test skill or test point of contact (PoC). If these items already exist, you still must have the appropriate permissions to, for example, edit a PoC and select the new script that you want to test.

The following are general steps of preparing to simulate a contact to test a Studio script:

1. Create the script that you eventually want to test. When creating a PoC, the creator must select an existing script to link with the PoC, therefore you must have at least a script file saved to link to the PoC.
2. In Studio, select the option to either trace and capture the next instance of the script running, or to continuously trace and capture each time the script runs.

   • In the menu, click Debug > Capture Script > Next Instance Only or Continuous.

   or

   • Click the Capture Next Instance icon in the toolbar once to capture the next instance only or twice to capture continuously.

   Remember, if you choose to continuously trace and capture the script, each trace file will be saved in a specific location. You can change this location in the Studio menu by clicking Debug > Set Global Trace Location.

3. Set up a skill in CXone:
   • You must also have an existing skill to link to a PoC, therefore you must either create a new skill or identify an existing skill to link to the PoC.
   • If you plan to handle the simulated contact, assign the skill to your user account.
4. Create a single PoC in CXone. While creating the PoC, be sure to select the script that you are developing and want to test, and also select the skill that you created or identified in the previous step.
5. If you are able to handle the interaction, such as a chat, sign in to MAX (or your organization's preferred agent application) and set your status to Available.

Now that you have the components set up and are logged into your agent application with the user account, you can now simulate the interaction. Simulating the interaction will differ depending on the channel and purpose of the script. You may need to copy/paste the chat PoC URL into a browser to launch a chat and fire the script and accept the new chat in the agent application. Other situations might entail sending a text message or leaving a voicemail.