Simulate Interactions in Studio

Simulating interactions allows you to test the performance of your scripts. By combining a simulated interaction with 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 > Skripte > Debuggen ; 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 most channels Eine Möglichkeit für Kontakte, mit Agenten oder Bots zu interagieren. Kanäle sind zum Beispiel Sprache, E-Mail, Chat, Social Media usw.. 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 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 skills Wird verwendet, um die Bereitstellung von Interaktionen basierend auf den Kompetenzen, Fertigkeiten und Kenntnissen der Agenten zu automatisieren, campaigns, and points of contact Der Eintrittspunkt, den ein eingehender Kontakt verwendet, um eine Interaktion zu initiieren, wie z. B. Telefonnummer oder E-Mail-Adresse. 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.

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: 
   • Match the media type Ein Medium wie z. B. Sprache, E-Mail und Chat, über das ein Kontakt mit dem vorgesehenen Empfänger Kontakt aufnimmt. of the script you're testing. For example, for an email script, you must have an email ACD skill. Refer to the online help for the type of channel you're using for information about creating ACD skills.
   • Assign the skill to a CXone user account to which you have access.
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.
6. If you're testing the complete interaction, sign into Agentenanwendung your organization uses. The CXone profile you use may need permissions or settings enabled to use the features or products you're testing. Set your state to Available and make Agentenanwendung ready to accept a call. For example, in MAX, you must connect the agent leg.
7. 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 digital Alle Kanäle, Kontakte, oder Skills, die mit Digital Experience verknüpft sind. channels, you can find more information in the Digital section of the online help.
8. Simulate the interaction. How you do this depends on the channel and type of script you're using. For example: 
   • Chat channel: 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 Agentenanwendung.
   • 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 Agentenanwendung. Dial a number connected to a phone you can answer.
   • Inbound phone to test voicemail: Call the DNIS identifiziert die Nummer des gewählten Kontakts, der Sie für eingehende Sprachanrufe erreichen möchte und die Nummer des gewählten Agenten oder Systems für ausgehende Sprachanrufe. 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 Agentenanwendung to an address you have access to.
   • Digital channels: Send a message from the chat or messaging window or application associated with the channel you're testing.
9. Use the Trace Output window to watch as the actions in your script fire. If you're

Simulate Inbound Phone Interactions in Studio

Required permissions: ACD > Studio > Skripte > Debuggen

The steps in this task allow you to test the parts of your script before the Onanswer action. To test the parts of your script from Onanswer on, you must include an Agent-Anwendung in your simulation.

Simulating a phone interaction requires an ACD skill Wird verwendet, um die Bereitstellung von Interaktionen basierend auf den Kompetenzen, Fertigkeiten und Kenntnissen der Agenten zu automatisieren 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.

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3. Select an inbound phone ACD skill Wird verwendet, um die Bereitstellung von Interaktionen basierend auf den Kompetenzen, Fertigkeiten und Kenntnissen der Agenten zu automatisieren 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 SimulateInbound 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

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

You can use any supported Agent-Anwendung. 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 Integriertes 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.