在 Studio 中模拟交互

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.

模拟交互

Required permissions: ACD > Studio > 脚本 >调试 ; 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 channels 联系人与坐席或机器人交互的一种方式。通道可以是语音、电子邮件、聊天、社交媒体等。.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 skills 用于根据坐席的技能、能力和知识自动传递交互, campaigns, and points of contact 呼入联系人用来发起交互的入口点，如电话号码或电子邮件地址。 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: 
   • Match the media type 联系人通过其与预期收件人联系的一种媒介，如语音、电子邮件和聊天。 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 CXone user account you have access to.
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 digital 与Digital Experience相关的任何渠道、联系或技能。 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 坐席应用程序 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 坐席应用程序, 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 digital 与Digital Experience相关的任何渠道、联系或技能。 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 坐席应用程序.
   • 数字 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 坐席应用程序.Dial a number connected to a phone you can answer.
   • Inbound phone to test voicemail: Call the DNIS 识别联系人在呼入语音呼叫联系您时拨打的号码，以及坐席或系统在呼出语音呼叫时拨打的号码。 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 坐席应用程序 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.

在 Studio 中模拟呼入电话交互

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 坐席应用程序 in your simulation.You will need a CXone user account that has permissions to use that 应用.

Simulating a phone interaction requires an ACDskill 用于根据坐席的技能、能力和知识自动传递交互 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. 在 Studio 中，打开您希望测试的脚本。

2. 单击画布上的空白位置以取消选择任何可能选择的操作，然后单击 Properties 选项卡。

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3. 从 Skill 下拉列表中选择呼入电话 ACD 技能 用于根据坐席的技能、能力和知识自动传递交互。
4. 在“呼入”下，输入您希望脚本调用的 PhoneNumber。这必须是您在测试期间可以接听的电话号码。
5. 双击 Simulate Inbound 字段，将值更改为 True。
6. 如果您的测试依赖于特定日期或时间：
   1. 双击 SimulateDateTime 字段将值更改为 True。
   2. 在SimulationDateTimeValue字段中选择要用于测试的日期和时间。
   3. 如果此测试需要，请更改SimulationTimeZone。
7. 您可以为测试指定 ANI 或 DNIS。
8. 单击 Studio 工具栏中的 Start with Trace。
9. 当您的电话响起时接听电话并执行测试脚本所需的操作。例如，如果测试 IVR，您可能需要重复这些步骤多次，以测试每个菜单选项。
10. 使用跟踪输出窗口观察脚本中的操作触发情况。

使用 MAX 模拟呼入电话交互

Required permissions: ACD > Studio > 脚本 >调试

You can simulate an inbound phone interaction with an 坐席应用程序.This allows you to test the parts of your script after Onanswer triggers.

You can use any supported 坐席应用程序.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.