Simular Interactions en Studio

La simulación de interacciones le permite probar el rendimiento de sus scripts. Al combinar una interacción simulada con el script tracing, puedes ver si el script está haciendo lo que esperas. Si no funciona correctamente, los rastreos del script pueden ayudarlo a descubrir las razones.

Simular Interactions

Required permissions: ACD > Studio > Scripts > Depurar ; 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 NiCE CXone. This process applies to interactions on most channels Diversos medios de comunicación de voz y digitales que facilitan las interacciones con los clientes en un centro de contacto.. 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 NiCE 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 skills Se usa para automatizar la entrega de interacciones según las habilidades, capacidades y conocimientos del agente., campaigns, and points of contact punto de entrada que utiliza un contacto entrante para iniciar una interacción, como un número de teléfono o una dirección de correo electrónico. 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 NiCE 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, start a trace or a live contact capture.
2. In NiCE CXone, create a campaign to use in testing.
3. In NiCE CXone, create an ACD skill to use in testing. The skill must: 
   • Match the media type Un medio, como voz, correo electrónico y chat, a través del cual un contacto se conecta con un destinatario previsto. 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.
   • Be assigned to a NiCE CXone user account you have access to.
4. In NiCE 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 digital Cualquier canal, contacto o habilidad asociado con Digital Experience (DX). 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.
5. 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 NiCE CXone profile you use may need permissions or settings enabled to use the features or products you're testing.
6. In the agent application, set your state to Available. 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 Cualquier canal, contacto o habilidad asociado con Digital Experience (DX). 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 (non-digital): Copy the point of contact URL from the Point of Contact page in NiCE 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 DNIS El número marcado en llamadas de voz entrantes o salientes. 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.
9. Start a trace and use the trace output window to watch as the actions in your script fire.

Simular Interactions telefónicas entrantes en Studio

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 application in your simulation. You will need a NiCE CXone user account that has permissions to use that application.

Simulating a phone interaction requires an ACD skill Se usa para automatizar la entrega de interacciones según las habilidades, capacidades y conocimientos del agente. 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 NiCE CXone user account to which you have access.

1. En NiCE CXone, haga clic en el selector de aplicaciones y seleccione Omnicanal Routing > Studio .
2. En la página Scripts, ubique y haga doble clic para abrir el script con el que desea trabajar o crear uno nuevo. Se abre el script en una nueva pestaña.
3. Haga clic en Seguimiento > Iniciar con seguimiento.
4. Seleccione un ACD telefónico entrante Habilidad.
5. Para agregar valores de Parámetros que se usarán durante esta prueba, ingréselos en el campo Parámetros. Ingrese un valor por línea. Los valores que ingrese se asignan a los parámetros P1 a Pn, donde n es el número del último valor de parámetro que agregue.
6. Seleccione Simular Llamada entrante.
7. Ingrese el Número de Teléfono al que desea que el script marque. Debe ser el número de un teléfono que pueda contestar durante las pruebas. Esta línea representa al contacto que llama a su organización.
8. Ingrese el DNIS para este canal. Este es el número que el contacto marcaría para comunicarse con su organización. Puede usar el número de teléfono de otro teléfono al que tenga acceso para este número. Esta línea representa el tramo de agente Su conexión de audio con NiCE CXone para llamadas y correos de voz..
9. Ingrese un ANI. El ANI es el número de teléfono que aparece como el id de llamada de una llamada entrante. Puede ser el mismo número que se usó en el campo Número de teléfono.
10. If your test relies on a specific date or time: 
    1. Haga clic en Simular fecha y hora.
    2. Seleccione la fecha y la hora que desea utilizar para la prueba.
    3. Para cambiar la zona horaria que se aplica a esta prueba, seleccione una zona horaria en la lista desplegable Zona horaria predeterminada de la Unidad de negocio.
11. Haga clic en Iniciar seguimiento.
12. Conteste la llamada cuando suene su teléfono y realice las acciones necesarias para probar su script. Por ejemplo, si está probando el IVR, es posible que desee repetir estos pasos tantas veces como sea necesario para probar cada opción del menú.
13. Use la ventana de Rastrear Salida para ver cómo se activan las acciones en su script.