Studio

Studio is a scripting tool that you can use to customize your contact center's routing flow to meet the needs of your organization. Scripting allows you to define how contacts are routed to the agents that can best help them. For example, you can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. or IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. menus, or virtual agents A software application that handles customer interactions in place of a live human agent..

Studio has a visual, drag-and-drop interface, so you don't need extensive scripting experience to create basic scripts. You can create more complex scripts by including custom scripting code.

As of the Fall 2023 release, there are two Studio applications. One is the new, browser-based application that's available from the CXone Mpower platform. The other is the older desktop application.

In the online help, the term Studio is used to refer to both applications in general or when the information is relevant to both. When information is applicable to only one version or the other, the term Desktop Studio is used to refer to the older version.

Most of the information in the Studio online help applies to both versions of the application. There are Important note boxes at the top of Studio help pages that let you know which version the page applies to. Where applicable, the notes include links to the comparable page for the other version.

You can view a comparison of feature availability between Studio and Desktop Studio.

The Studio online help provides information about:

Getting Started with Studio: New Studio users can learn the basics in an introduction to Desktop Studio or Studio. A tutorial is also available that walks you through creating your first script. Tutorials are available for Desktop Studio or Studio.
Studio Fundamentals: An introduction to the fundamental skills and knowledge required to work with scripts in Studio. This information applies to both versions of Studio.
How to Work with Scripts: Detailed information about how to work with and manage scripts in Studio. This information is specific to the application you're using. It's available for Desktop Studio and Studio.
Studio Action Basics: General, high-level information about actions Performs a process within a Studio script, such as collecting customer data or playing music. in Studio aimed at newer Studio users. This page provides information about what actions are, the kinds of actions available, and how they're organized in Studio. This information is specific to the application you're using. It's available for Desktop Studio and Studio.
Studio Action Reference: Detailed reference information about the actions used to build scripts. This information is helpful for all Studio users. It's specific to the application you're using and is available for Desktop Studio and Studio.
Testing and Debugging Scripts: Describes the options in Studio for testing and debugging your scripts. This information is specific to the application you're using. It's available for Desktop Studio and Studio.
Digital Scripts: Provides information about building and working with digital scripts and Digital Experience channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. This information applies to both versions of Studio.
Technical Reference Guide: Introduces and explains the scripting concepts used in Studio. This section provides extensive reference material about the Snippet scripting language. The information in this section applies to both versions of Studio.
Managing the Script Development Lifecycle: This section provides information about the features in Studio that support a development lifecycle for scripts. These features are not available for Desktop Studio.

Integrations with Third-Party Systems

Studio allows you to integrate CXone Mpower with third-party applications and systems, including:

Additionally, Integration Hub allows you to manage API-based integrations with third-party systems. It also allows you to manage information that requires extra security, such as secrets or passwords.

Script Compatibility between Studio and Desktop Studio

Studio and Desktop Studio scripts are compatible. Any script that's saved to the CXone Mpower servers can be opened in either application.

Scripts cannot be exported from one application and imported into the other. This is because Desktop Studio scripts are XML and Studio scripts are JSON. The import feature cannot convert between formats.

Most Studio actions are available in both versions of the application. If an action isn't available in the version of Studio you're using, you can still see it in the script. However, you may not be able to modify the properties of those actions. You can open the script in the version of Studio you originally used if you need to modify those actions.

Key Facts about Studio

For Desktop Studio to function properly, your Windows .NET Framework version must be v4.8 or later.
The Desktop Studio application only works with Windows operating systems.
To use Studio, the scripter's CXone Mpower role must include Studio permissions.
You can perform some basic tasks related to scripts from within the CXone Mpower platform, but to create, manage, and test scripts, you must use one of the Studio applications.
Studio supports 24-hour time, not 12-hour time. Take this into consideration when working with time in scripts.
If you have any issues with Desktop Studio being falsely identified as 'infected,' contact your antivirus vendor.
Documentation for supported APIs is available on the DEVone Developer Portal.
To share ideas and collaborate with other scripters, you can visit the CXone Mpower Community site. Contact your Account Representative if you do not have access to the Community.