在 Studio 中模擬互動

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.

模擬互動

Required permissions: ACD > Studio > 指令碼 > 偵錯 ; 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 聯絡人與客服專員或機器人互動的方式。通道可以是語音、電郵、聊天、社交媒體等等。.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 用於基於客服專員技能、能力和知識的互動的自動化傳遞, campaigns, and points of contact 呼入聯絡人用來發起互動的入口點，如電話號碼或電郵地址。 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 聯絡人用來與預期接收人建立連接的一種媒體，如語音、電郵和聊天。 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 任何與Digital Experience相關的通道、聯絡或技能。 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 客服專員應用程式 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 客服專員應用程式, 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 任何與Digital Experience相關的通道、聯絡或技能。 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 客服專員應用程式.
   • 數位 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 臉書, 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 客服專員應用程式.Dial a number connected to a phone you can answer.
   • Inbound phone to test voicemail: Call the DNIS 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。 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 客服專員應用程式 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 中模擬呼入電話互動

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 客服專員應用程式 in your simulation.You will need a CXone user account that has permissions to use that 應用程式.

Simulating a phone interaction requires an ACDskill 用於基於客服專員技能、能力和知識的互動的自動化傳遞 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，開啟要測試的指令碼。

2. 在畫布上的空白處點擊，取消可能被選中的任何動作，然後點擊 Properties 標籤。

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3. 從 Skill下拉式清單中選擇呼入電話 ACD ACD 技能 用於基於客服專員技能、能力和知識的互動的自動化傳遞。
4. 在「呼入」下，輸入您希望指令碼調用的 PhoneNumber。這必須是您在測試期間可以接聽的電話的號碼。
5. 按兩下 Simulate Inbound 欄位，將數值改為 True。
6. 如果您的測試依賴於特定的日期或時間： 
   1. 按兩下 SimulateDateTime 欄位，將數值改為 True。
   2. 在 SimulationDateTimeValue 欄位中選擇您想用於測試的日期和時間。
   3. 如果本測試需要，請變更 SimulationTimeZone。
7. 您可以為測試指定 ANI 或 DNIS。
8. 點擊 Studio 工具列中的 Start with Trace。
9. 當您的電話鈴聲響起時，接聽電話，並執行測試指令碼所需的動作。例如，如果測試 IVR，您可能需要多次重複這些步驟來測試每個選單選項。
10. 使用跟蹤輸出視窗來觀察指令碼中的動作啟動情況。

使用 MAX 模擬呼入電話互動

Required permissions: ACD > Studio > 指令碼 > 偵錯

You can simulate an inbound phone interaction with an 客服專員應用程式.This allows you to test the parts of your script after Onanswer triggers.

You can use any supported 客服專員應用程式.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 整合式軟體電話 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.