Manage Scripts

This page provides information about tasks you may need to do when working with scripts. In addition to the tasks described on this page, you can schedule scripts to run on the Script Schedules page in CXone.

View a Script's Properties

Required permissions: Studio Scripts View

The script Properties tab shows you information about the current script. From here, you can view or change the script's media type, set up a simulated inbound interaction for testing, or configure variable redaction.

1. In Studio, open a script.
2. Click anywhere in the white space on the canvas workspace to ensure no actions are selected.

3. Click the Properties tab, which displays information about the script.

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View a Script's History

Required permissions: Studio Scripts View

The number of previous versions of a script that Studio keeps is configurable by a CXone administrator.

1. In Studio, click the Browse tab.
2. Right-click on a script and click History
3. Click the version you want to view. If locking is enabled in Studio, the previous version of the script opens in read-only mode.

Change a Script's Media Type

The media type determines the kind of interaction the script can handle.

Required permissions: Studio Scripts Create/Edit

1. In Studio, open a script.
2. Click in an empty space on the script canvas to ensure no actions are selected.
3. On the Properties tab, click the drop-down arrow next to the MediaType property and select a new media type for the script.
4. Save the script.

Put a Script into Production

Required permissions: Points of Contact Edit

When a script is fully tested and ready to put into use in CXone, you can put it into production. To do that, you need to assign a script to a point of contact Der Eintrittspunkt, den ein eingehender Kontakt verwendet, um eine Interaktion zu initiieren, wie z. B. Telefonnummer oder E-Mail-Adresse. in CXone ACD.

If you use a naming convention to identify scripts that are in development or production, it helps you and other scripters in your organization know which scripts are ready to use. A naming convention doesn't tell CXone which scripts to use.

1. Klicken Sie auf den App-Selector und wählen SieACD.

2. Go to Contact Settings > Point of Contact.

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3. Click the point of contact you want to assign a script to.
4. Click Edit.
5. Select the Script that you want this point of contact to use.
6. Click Done.

Compare Scripts

Required permissions: Studio Scripts View

You can compare two scripts by captions, parameters, branches, or position. The Find Results tab shows the differences and similarities between the selected scripts.

1. Open both scripts that you want to compare. Be sure to save any changes that you recently made.
2. Click Edit > Compare to open the Compare Scripts window.
3. Select a script in the Left field, and the other script in the Right field. Pay attention to which script you select, as all scripts currently open in Studio appear in these drop-downs.

4. Configure the General Options and Compare Settings sections. These sections allows you to determine which elements of the scripts that you want to compare. Note that the Position element refers to the X and Y axis for each action on the canvas.

   Learn more about fields in this step

   Field	Details
   Ignore Case	Select if you want the comparison to ignore differences in case in the elements that are compared. For example, if you select Ignore Case, the captions First Level Menu and First level menu aren't noted as differences, but they are you don't select it.
   Compare Captions	Select if you want to compare the captions of actions in each script.
   Compare Parameters	Select if you want to compare the properties of actions in each script.
   Compare Parameters Line by Line	Select if you want to compare the parameters line by line.
   Compare Branches	Select if you want to compare the configured branches in each script.
   Compare Position	Select if you want to compare the location of the actions on the canvas of each script. This option reports the position of each action with its X-Y axis coordinates. For example, {X=464, Y=416).

5. Click Compare. The results appear in the Find Results tab. If you do not have the Find Results tab open, click View > Find Results from the menu.

Redact Variables from Traces and Logs

Required permissions: Studio Scripts Create/Edit

Variablen-Redaktion eliminiert Variablenwerte aus Traces und Protokollen, die von einem Skript generiert wurden. Sie können Variablen und Objekte schwärzen (durch Redaktion entfernen).

Die Redaktion (Schwärzung) wird auf Skriptebene im Feld VariableRedaction in den script's properties konfiguriert. Die geschwärzten Werte werden durch eine Zeichenkette mit X Zeichen ersetzt. Die Länge des Variablenwerts bestimmt, wie viele X verwendet werden, was bedeutet, dass ein redigiertes Wort aus fünf Buchstaben zu fünf X führen würde. Eine teilweise variable Redaktion, z. B. ein Teil einer Kreditkartennummer, wird nicht unterstützt.

1. In Studio, click on the script canvas to make sure nothing is selected.
2. Click the Properties tab.
3. Click the ellipsis button next to the VariableRedaction field to open the String Collection Editor.
4. Enter the names of the variables you want to redact. These names should correspond to variables created in Assign actions in the script.
5. Click OK.

Deactivate a Script

Erforderliche Berechtigungen: ACD > Studio > Skripte > Deaktivieren

Skripte können nicht aus Studio gelöscht werden. Sie können sie stattdessen deaktivieren. Deaktivierte Skripte sind in Studio nicht mehr sichtbar, werden aber auf der Seite "Skripte" in der CXone ACD-Anwendung angezeigt.

Sie müssen ein Skript nicht deaktivieren, um zu verhindern, dass es von CXone verwendet wird. CXone verwendet nur Skripte, die einem Skill Wird verwendet, um die Bereitstellung von Interaktionen basierend auf den Kompetenzen, Fertigkeiten und Kenntnissen der Agenten zu automatisieren und einer Kontaktstelle Der Eintrittspunkt, den ein eingehender Kontakt verwendet, um eine Interaktion zu initiieren, wie z. B. Telefonnummer oder E-Mail-Adresse. zugewiesen sind.

1. On the Browse tab in Studio, locate the script you want to deactivate.
2. Select the script and click the red X icon at the top of the tab.
3. Confirm that you want to deactivate the selected script.
4. You can add notes to the script to explain why you deactivated the script:
   1. Klicken Sie unter CXone auf die App-Auswahl und wählen SieACD > Scripts.
   2. Select Inactive from the Show drop-down.
   3. Click the script and add your notes on the Notes tab.

Reactivate a Script

Erforderliche Berechtigungen: ACD > Studio > Skripte > Deaktivieren

Sie können ein Skript wieder aktivieren, um es wieder in Studio sichtbar zu machen.

1. Klicken Sie unter CXone auf die App-Auswahl und wählen SieACD > Skripte.
2. Wählen Sie Inaktiv aus dem Dropdown Zeigen aus.
3. Klicken Sie auf das Skript, das Sie wieder aktivieren möchten.
4. Klicken Sie auf der Seite des Skripts auf der Registerkarte "Details" auf Aktivieren.

Configure Script Locking

Permissions required: Contact Settings > Scripts > View, Edit

Studio can lock scripts when one user has the script open. This prevents multiple users from making changes to the same script and causing issues with one save overwriting the other. A CXone administrator can configure Studio to allow script locking.

1. Klicken Sie unter CXone auf die App-Auswahl und wählen SieACD.
2. Go to ACD Configuration > Business Units.
3. Click Allow Script Locking.

4. Select the Default Behavior that you want Studio to do when a script is opened.

   Learn more about fields in this step

   Field	Details
   Lock On Open	Studio automatically locks scripts when they're opened. When a user opens a script, the icon next to the script name changes to a lock and the script appears on the Locked tab.
   Read Only On Open	Studio opens scripts in read-only mode. The script canvas is gray instead of white. To edit the script, lock it.

5. Click Done.

Configure the Number of Script Versions Kept in History

Permissions required: Contact Settings > Scripts >  Edit

Studio keeps previous versions of all scripts. You can configure how many versions of a script are kept in its history. This determines how far back you can go if you need to revert to a previous version of script.

1. Klicken Sie unter CXone auf die App-Auswahl und wählen SieACD.
2. Go to ACD Configuration > Business Units.

3. On the Details tab, click Edit.

4. In the Max Script History field under Scripts, enter the maximum number of versions of each script that you want to keep.

5. Click Done.

Revert to Previous Version of Script

Studio keeps previous versions of all scripts. Each time you save your changes, another version is added to the script file's history. You can revert to a previous version of a script file.

If you have saved a copy of a script under a different name and want to revert back to it, don't follow these steps. Instead, open the copy you want to revert to and use Save As to create a new copy. You can deactivate copies of scripts that you don't want anymore, or you can move them into a separate folder.

Revert to a Previous Version of a Script in Studio

Permissions required: Studio Scripts Create/Edit

1. On the Browse tab in Studio, locate the script you want to revert.
2. Right-click on it and select History, then click the version you want to go back to. The selected version opens with the date and time it was saved appended to the end of its name. For example, a script that was saved on August 2, 2022 at 9:32:08, the end of the script name is 08022022093208.
3. Click File > Save As and save a copy of the file with a new name. Historical versions of script files open in permanent read-only mode.

Revert to a Previous Version of a Script from CXone

Erforderliche Berechtigungen: Kontakteinstellungen > Skripte> Bearbeiten

Wenn Sie die entsprechenden Berechtigungen haben, können Sie zu einer vorherigen Version eines Skripts von der Seite "Skripte" in der CXone ACD-Anwendung zurückkehren.

Wenn Skripte von CXone zurückgesetzt werden, ändert sich der Dateiname nicht, wie dies beim Zurücksetzen von Studio der Fall ist.

1. Klicken Sie unter CXone auf die App-Auswahl und wählen SieACD > Scripts.
2. Klicken Sie auf das Skript, das Sie zurücksetzen möchten. Wenn das Skript, das Sie zurücksetzen möchten, zurzeit deaktiviert ist, müssen Sie es zuerst reactivate.

3. Wählen Sie auf der Registerkarte "Versionsprotokoll" in der Liste Previous Versions die Version aus, zu der Sie zurückkehren möchten, und klicken Sie auf Revert Back.

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4. Öffnen Sie in Studio das Skript, das Sie zurückgesetzt haben, und arbeiten Sie weiter daran.

Upload Files in Studio

You can upload files to CXone using Studio. This includes audio files for prompts, ASR Ermöglicht es Kontakten, auf aufgezeichnete Sprachansagen zu reagieren, indem sie sprechen, Tasten auf ihrem Telefon drücken oder eine Kombination aus beidem. grammar files, and more. You can also view, upload, and manage prompts and other files on the Browse ACD Files page in CXone.

1. On the Files tab in Studio, expand the folder you want to upload the file to. If you're uploading a prompt, expand the Prompts folder.

2. Click Upload File(s) and select one or more files to upload, then click Open. The file is uploaded and appears in the list on the tab.

3. You can also drag a file from the file browser on your computer to the Files window in Studio.