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

允許您根據動作的 Variable 屬性值設定多個自訂分支。

例如:Case 動作可在聊天視窗將向聯絡人顯示聊天前表單的聊天指令碼中使用。聯絡人可從表單的下拉式清單中選擇要在聊天時討論的產品。產品在指令碼的 Begin 動作中設定為變數,Case 隨後將用於根據聯絡人選取的產品設定不同的分支。

在一個 Case 動作中可以使用的分支數目不受限制。


  • 對於每個可能的變數值,您都必須建立一個自訂分支條件。
  • 始終連接 Case 動作的 Default 分支。在 Variable 屬性中的變數有時可能保留不同或意外值時,這尤為重要。連接 Default 分支可為指令碼提供處理意外值的方法。

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.


電郵 聊天 電話 語音郵件 工作項目 SMS 數位

Input Properties




新增 標題

輸入在指令碼中唯一標識此操作的短語。標題出現在指令碼畫布上的動作圖示下。The default is the action name.

Variable 您希望 CASE 從中提取值的 變數名稱。

Result Branch Conditions




Default 指令碼未能滿足需要它採用其中一個分支的條件時採用的路徑。如果沒有定義動作的其他分支,也會採用該路徑。

Add a Variable Branch to a CASE Action

Case variables are added by using the connector or link to the appropriate action.

  1. On the canvas, drag a connector from the Case action to a different action.

    The Pick Branch window will open, as follows:

  2. Click the Plus sign (+) to create a new branch.

  3. Enter the value of the variable that will trigger this branch to be taken, for example '1.'
  4. Click OK.
  5. Repeat as needed for each branch.

Script Example


In this example, Case is connected to three different Runscript actions. If a call comes in with a DNISClosed 識別聯絡人為聯絡您進行呼入語音通話而撥打的號碼,以及客服專員或系統在進行呼出語音通話時撥打的號碼。 of 8881234567, then the Sales Runscript action runs a designated subscript. If the DNIS is 8771234567, then the Collections Runscript action runs a different script. Finally, if call does not come in on either of those DNIS numbers, the Customer Service Runscript action triggers a subscript.

Would you like to download this script?