Simulate Interactions in Studio

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

Simulating interactions allows you to test the performance of your scripts. By combining a simulated interaction with script tracing, you can see if the script is doing what you expect it to. If it's not working correctly, the script traces can help you discover the reasons.

Simulate Interactions

Required permissions: ACD > Studio > Scripts Debug ; ACD > Contact Settings > Points of Contact > Create; ACD > Contact Settings > Campaigns > Create; ACD > Contact Settings > Skills > Create

This section describes a general, high-level process for simulating interactions in CXone. This process applies to interactions on most channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. You can follow these steps to simulate phone interactions. However, it's faster to simulate phone interactions directly from the Studio script.

Depending on the CXone features or products you want to test, you may need to modify the simulation setup process. If you experience difficulty in simulating interactions, refer to the online help for the products or features you use for information about setting them up. There may be a required step that's not included in the generalized instructions provided in this section.

The steps below describe creating ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaigns, and points of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. set up for use in testing. If your organization already has these set up, you don't need to create them again. You can skip steps as needed.

You must have the appropriate permissions to perform the tasks described in this section. If you do not, your CXone administrator may be able to help complete some of the tasks. If you test products and features not included in this section, you may need other permissions in addition to the ones mentioned above.

  1. In Studio, check the syntax of the script you're testing. Correct any issues.
  2. In Studio, enable the option to trace or capture the next instance of the script running. You can also have Studio continuously trace and capture all instances of the script running.
  3. In CXone, create a campaign to use in testing.
  4. In CXone, create an ACD skill to use in testing. The skill must: 
  5. In CXone, create a point of contact for use in testing. When setting up the point of contact, select the script you're testing and the test ACD skill you're using. If you're testing a digitalClosed Any channel, contact, or skill associated with Digital Experience. script, set up a digital point of contact by adding a digital channel. Configure it with a test ACD skill and the script you're testing.
  6. If you're testing the complete interaction, sign into the agent application your organization uses using the account you assigned the test ACD skill to previously. The CXone profile you use may need permissions or settings enabled to use the features or products you're testing.
  7. In the agent application, set your state to Available. For example, in MAX, you must connect the agent leg.
  8. Ensure that the channel you're using with the script is set up and configured. Refer to the online help for the channel if you need to complete setup. If you use digitalClosed Any channel, contact, or skill associated with Digital Experience. channels, you can find more information in the Digital section of the online help.
  9. Simulate the interaction. How you do this depends on the channel and type of script you're using. For example: 
    • Chat channel (non-digital): Copy the point of contact URL from the Point of Contact page in CXone to a browser. This launches the chat window. You can send a message through the chat window and answer it in the agent application.
    • Digital chat: Go to the Initialization & Test page in the channel properties for your Live Chat or Chat Messaging channel. Use the chat bubble that appears on that page to send test messages through the channel. Alternatively, if the chat channel you're testing is already live or has been added to a testing webpage, you can use that chat window instead.
    • Other digital channels: The method of testing will depend on the channel you're using. In many cases, you can launch the appropriate chat window or application and send a message. Consult the testing documentation offered by your channel provider, such as Facebook, Google, Apple, and so on.
    • SMS channel: Send a text message from the agent application to a mobile phone number you have access to. If your organization supports inbound SMS interactions, send a text message to the SMS number associated with the channel you're testing.
    • Manual outbound phone: Make a call from the agent application. Dial a number connected to a phone you can answer.
    • Inbound phone to test voicemail: Call the DNISClosed 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. associated with the channel and leave a voicemail when prompted. You can also do this by simulating an inbound phone interaction from within Studio. Both methods of testing require a script that has a voicemail option.
    • Email: To test inbound email, send an email to the email address associated with the channel. To test outbound email, send an email from the agent application to an address you have access to.
  10. Use the Trace Output window and use the trace output window to watch as the actions in your script fire.

Simulate Inbound Phone Interactions in Studio

The steps in this task allow you to test the parts of your script before the action. To test the parts of your script from on, you must include an agent application in your simulation. You will need a CXone user account that has permissions to use that application.

Simulating a phone interaction requires an ACDskillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to use in the test. You may want to create a skill specifically to use in testing. It must be:

  • An inbound phone skill.
  • Assigned to a CXone user account to which you have access.
  1. In Studio, open the script that you want to test.

  2. Click in an empty spot on the canvas to deselect any actions that may be selected, then click the Properties tab.

    Image of the script properties tab, showing the Inbound parameters section.

  3. Select an inbound phone ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge from the Skill drop-down.
  4. Under Inbound, enter the PhoneNumber you want the script to call. This must be the number of a phone you can answer during testing.
  5. Double-click in the Simulate Inbound field to change the value to True.
  6. If your test relies on a specific date or time: 
    1. Double-click in the SimulateDateTime field to change the value to True.
    2. Select the date and time you want to use for the test in the SimulationDateTimeValue field.
    3. Change the SimulationTimeZone, if needed for this test.
  7. You can specify an ANI or DNIS for the test.
  8. Click Start with Trace in the Studio toolbar.
  9. Answer the call when your phone rings and perform the actions needed to test your script. For example, if testing the IVR, you may want to repeat these steps as many times as it takes to test each menu option.
  10. Use the Trace Output window to watch as the actions in your script fire.

Simulate an Inbound Phone Interaction with MAX

Required permissions: ACD > Studio > Scripts Debug

You can simulate an inbound phone interaction with an agent application. This allows you to test the parts of your script after Onanswer triggers.

You can use any supported agent application. The following task describes using MAX.

  1. Complete the steps to set up a simulated inbound phone interaction up through step 7. Don't click Start with Trace in Studio until you've completed the remaining steps in this task.
  2. Launch MAX.
  3. Enter the number of a phone you can use right now. If possible, use a different phone number from the one you configured in the script. If Integrated Softphone or stations are set up, you can use those options instead.
  4. Click Connect.
  5. Set your state to Available and click Connect to connect the agent leg.
  6. When your phone rings, answer it. This is the phone that is the agent's side of the interaction.
  7. In Studio, click Start with Trace.
  8. When your phone rings, answer it. This is the phone that is the contact's side of the conversation.
  9. Using the contact's phone, follow the prompts and complete the required testing.
  10. Use the Trace Output window to watch as the actions in your script fire.