Studio Actions

This list provides quick definitions of the most commonly-used customer-facing Studio actions. Click any action to see more detailed information. You can also view a list of deprecated actions with their reason for deprecation at the bottom of this page.

Action Definitions

ADDBCCADDR: Adds a blind carbon copy (bcc) recipient to the structured variable created with a CREATEEMAIL action
ADDBODY: Adds body text or HTML to the structured variable created with a CREATEEMAIL action
ADDCCADDR: Adds a carbon copy (cc) recipient to the structured variable created with a CREATEEMAIL action
ADDCFR: Appends data to Call Field Records that appear in the long-distance records so they can be downloaded by CXone customers
ADDFROMADDR: Adds a from address to the structured variable created with a CREATEEMAIL action
ADDTOADDR: Adds a recipient to the structured variable created with a CREATEEMAIL action
AGENTSTATE: Checks the status of a specific agent
ANALYTICS: Triggers sentiment analysis on email text, evaluating content for positive, negative, neutral, or mixed tones
ANNOTATION: Adds a descriptive comment to an action
ASKCALLER: Requests information from a chat contact
ASR: The most generic of the nine speech recognition actions and is the most customizable of those actions
ASRALPHANUM: Populates a script variable with a string of alphanumeric characters
ASRCOMPILE: Compiles large grammar files quickly to avoid dead air
ASRCURRENCY: Populates a CXone script variable with a spoken currency value
ASRDATE: Recognizes a date
ASRDIGITS: Populates a script variable with a string of digits and can be used for properties such as phone numbers, account numbers, or social security numbers
ASRMENU: Facilitates easy IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. navigation in a script
ASRNUMBER: Populates a CXone script variable with an arbitrary number
ASRSQL: Creates a custom grammar file from customer-specific data
ASRTIME: Enables callers to state a time
ASRYESNO: Used for a simple yes/no navigation in a script
ASSIGN: Assigns a unique value to a user-defined variable
ATTACH: Adds an attachment to the structured variable created with a CREATEEMAIL action
BEGIN: Triggers a script to start running
BLEEPLOG: Records white noise over a portion of a recorded phone call
BLINDXFER: Transfers calls outside the CXone system
CALLBACK: Reserves a contact's place in queue, allowing the contact to hang up, and the contact center agent will return their call
CAPTURE: Gathers information from a contact via DTMF
CASE: Branches to the next action based on the value of the Variable property
CCVALID: Validates that a credit card has valid digits and a valid expiration date
CHECKCALLSUP: Checks the call suppression Temporarily skips a contact when using the outbound dialer. lookup table to see if the phone number is there
CHECKOPEN: Configures the days and hours your business is open and closed
CLEARLIST: Empties all values for a given scope previously stored using PUTVALUE
COMMITMENT: Schedules a callback from an Interactive Voice Response (IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.) or a website
CONCATWAV: Takes two or more .wav File format used to store audio bitstreams such as call recordings. files and concatenates (or merges) them into one file
CONFERENCE: Creates a conference bridge that other callers can join
CONTACTTAKEOVER: Enables a contact to "take on" the priority Skill-based designation of the importance of contacts that determines delivery order. of the original contact that is in a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state or to take its place in queue and to release that contact in a way that indicates that is was replaced by another incoming call, which will have a different ContactID than the original call in queue
COPY: Copies a file to another name within the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment
COUNTAGENTS: Checks the total number of contact center agents in a particular state The availability status of an agent. for a particular skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge
CREATE PROSPECTS: Adds prospective contacts to a Personal Connection campaign A grouping of skills used to run reports.
CREATE SOURCE: Creates a prospective contact source (list) through Proactive XS rather than through the CXone user interface
CREATE SOURCE MAP: Creates a legend or map used to interpret data structures between the CXone system and your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories.
CREATE USER FIELD: Creates a custom data definition through Proactive XS for CXone
CREATEEMAIL: Creates a structured variable that is the first step in sending an email
DELETE: Removes a file from your business unit
DISCARD: Used when you no longer need to process an email, and is most useful when the message has an automatic reply and does not require human interaction
DNCADDVIAGROUP: Adds a phone number to the DNC group, which can then be referenced by a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge or a tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment
DNCADDVIASKILL: Adds a phone number to the DNC group through the skill that is associated to and contributing to the group
DNCLOOKUP: Checks a selected number to see if it is included in a Do Not Call (DNC) list and follows a subsequent branch based on whether the number is found or not
DTMF: Plays touch-tones
EMAIL: Generates a new email
END: Terminates a script as long as that script did not already place an outbound call
EndText: Terminates a CXone Messaging SMS script that does not include a REQAGENT action
ESTIMATEDWAITTIME: Makes educated estimates on wait time based on historical data for a contact center queue
EXIT: Ends a chat session and disconnects the chat contact
FIELD: Quickly extracts portions of a string based on a separator character known as the delimiter
FILEEXIST: Verifies the existence of a file in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment on the CXone platform
FILEINFO: Retrieves information about a file from the directory and saves it as a variable
FILESIZE: Determines a file size in bytes
FOR: A more complex loop that allows you to specify the increment and the number of times the loop occurs
FORMAT: Applies special formatting logic to a string or number
FORWARD: Redirects an email message to another recipient
GET SOURCE MAP: Acquires the existing legend for a given source
GET SOURCES: Retrieves a dynamic data object containing all lists for the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment
GET USER FIELDS: Retrieves a dynamic data file that contains the existing custom data definitions for your business unit
GETEMAIL: Retrieves the inbound email content from the file server and stores it as a structured variable
GETLIST: Retrieves values that were previously stored using the PUTVALUE action
GETPAGE: Retrieves a complete web page and saves it in a variable
GETPROSPECT: Retrieves a prospective contact from the platform as part of Proactive XS
GETQUEUE: Returns variable values that inform you of the status of a selected queue
GETSKILLINFO: Retrieves information of all or any Personal Connection skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge in the business unit
GETVALUE: Retrieves a value previously stored using PUTVALUE
HANGUP: Terminates a phone script
HOURS: Sets the hours of operation profile to your organization so the script can determine whether your organization is open, closed, on holiday, and so on
HTMLTABLE: Parses and extracts data from the variable created by the GETPAGE action or other HTML code
IF: Provides one of two choices to the contact, and depending on their selection, the script will follow one of two branches
INDICATE: Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate that functionality
INFO: Gathers information to view the number of ports Where information transfers, over a network, between a computer and a server. (in real-time) that you are using in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment
INSFIELD: Inserts a new field into a delimited string list array, separated by a pipe symbol (|)
INTERRUPT: Interrupts a contact in order to detect DTMF tones dialed by a caller
IVRLOG: Logs script paths, which you can use to define the Caption and the Result to be logged, along with the time
JOIN: Connects a contact to a conference call
LEAVE: Terminates the participation in a conference call that was joined using the JOIN action
LINK: Connects two independent callers and links their voice paths together
LIST: Retrieves a directory listing from the file server
LOCATE: Searches a string for a character of block of text
LOGEMAIL: Initiates email logging
LOOKUPTBLOBJ: Loads a custom data row from a table defined by an Excel spreadsheet, then stores the values into a dynamic data variable.
LOOKUPTBLVARS: Loads a custom data row from a table defined by an Excel spreadsheet, then stores the values as individual script variables.
LOOP: Executes a repeat branch condition a specified number of times
Messages: Delivers a message to one or more agents who use the agent interface
MENU: Adds a menu of choices from which the user can select while also playing a message
MONITOR: Enables a supervisor to listen to a call that is already in progress
MUSIC: Plays a .wav File format used to store audio bitstreams such as call recordings. file while a contact is waiting
NEWFOLDER: Creates a new sub-folder in your business directory to help you keep files organized
NOTE: Holds an explanatory or critical comment to assist a person who is viewing the script
ONANSWER: Performs specific tasks when a contact is answered by a live agent or a called party, for example, when the called party picks up the phone, you can log the contact
ONDATA: Receives data directly from a submitted custom form built with the RUNAPP or INDICATE actions
ONDISPOSITION: Updates a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. system with the disposition Result that the agent or system assigns to the contact when the interaction ends. outcome of the contact, removing the prospective contact from Personal Connection based on a disposition code
ONHOLD: Performs specific tasks while a call is on hold, for example, playing music or a voice message
ONMACHINE: Allows you to create a branch for call handling when an answering machine is reached on an outbound call.
ONPAGEOPEN: Transitions an agent through a series of screens/pop-ups depending on how a contact responds to specific questions
ONRELEASE: Processes the end of a call, specifically for emailing a voicemail or sending call data to a database or a website
ONRESKILL: Invoked any time an agent transfers a contact to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge queue
ONSIGNAL: Receives communications from other scripts
ONTRANSFER: Activates when an agent performs a transfer to an outside number
PAGE: Pops a page with a script to an agent who can read through and navigate during a call
PAGECLOSE: Closes the script that pops for an agent as described in PAGE
PARSE: Analyzes and parses a number of characters from a given string
PERMITCALL: Dials a phone number even if that number is included in a call suppression Temporarily skips a contact when using the outbound dialer. list
PING: Performs a PING command to verify IP-level connectivity
PLACECALL: Dials a new outbound phone call
PLAY: Plays pre-recorded or automated voice prompts, either .wav File format used to store audio bitstreams such as call recordings. files or text-to-speech files to communicate to a caller
PLAYLOG: Plays a previously recorded two-party conversation, voice message, or properly formatted .wav File format used to store audio bitstreams such as call recordings. file
PlayMessageWithAMD: Allows for more intelligent message playback of messages during agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. Personal Connection interactions.
PopURL: Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage, similar to Runapp.
PULLOUTBOUNDAGENT: Pulls an agent from a specified outbound Personal Connection skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to take an inbound call
PUSHURL: Opens a web page on a chat contact's computer at the end of a chat contact
PUTVALUE: Stores and retrieves data in a CXone database table in order to make it accessible to other scripts and contacts and behaves like a list
QUEMSG: Creates a chat message to the customer with queue information created with GETQUEUE
QUERYCALLBACK: Checks for "duplicate" queued callback contacts that have the same phone number and skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge combination and provide scripting options
QUEUECALLBACK: A variation of CALLBACK without requiring a pre-existing live call
QUEUEVM: Targets a recorded file to be queued to a skill or target agent, which allows those agents to quickly handle recorded messages while still effectively handling other calls
QUEUEWI: Used in conjunction with a work item point of contact to generate new work item contacts, typically for routing to an agent
READFILE: Reads data from a file into a local variable
RECORD: Records a caller's voice in a .wav File format used to store audio bitstreams such as call recordings. file format for playback purposes, mostly for voicemail applications
REMFIELD: Removes a field member from a delimited string array separated by a pipe symbol (|)
REMFOLDER: Removes a folder in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment subdirectory
REMOVE PROSPECTS: Removes prospective contacts from a Personal Connection campaign
REMVALUE: Removes a specific list value that was previously stored using PUTVALUE
RENAME: Changes the name of an existing file
REPLY: Automatically sends a reply message to the email sender
REQAGENT: Requests an agent with a specific skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to handle an active contact
Rest Api Action: Handles RESTful API calls asynchronously to better handle high loads.
RETURN: Stores a value in the ReturnValue property and then terminates the subscript triggered by RUNSUB in the main script
RUNAPP: Initiates custom functionality from the script, specifically launching a form, webpage, or application
RUNSCRIPT: Triggers a subscript and passes information to the BEGIN action of that subscript
RUNSUB: Calls a subscript, which runs and then uses RETURN to return to and continue running the main script
SENDEMAIL: Takes all of the pieces of the structured variable, and then builds and sends the email
SENDFILE: Transfers files via the Internet to a remote server via FTP protocols
SendSessionText: Used to include a message in a CXone Messaging SMS interaction
SENDSIPINFO: Sends custom messages between scripts or to other SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. compliant systems
SendSMSPayload: Manages the texthub framework for a CXone Messaging SMS interaction
SETAGENT: Programmatically changes an agent's current state
SETDB: Selects a specific DB Provider and configures provider action timeout
SETDISPOSITION: Programmatically specifies the disposition Result that the agent or system assigns to the contact when the interaction ends. of Personal Connection outbound phone calls
SETLABEL: Changes the labels seen in the chat and phone interface
SIGNAL: Communicates with another script by triggering the ONSIGNAL event
SIPGETHEADER: Provides ways (along with the SIPPUTHEADER action) for CXone scripts to interact with remote SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. carriers via SIP headers
SIPPUTHEADER: Provides ways (along with the SIPGETHEADER action) for CXone scripts to interact with remote SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. carriers via SIP headers
SNIPPET: Provides an environment in which to create and add custom code to your script
SORT: Re-orders the elements of an array separated by a default pipe delimiter (|), in alphabetical, numerical, ascending, or descending order
SPAWN: Fires off an IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script that places a one-time "wake-up call" for a different script
SQLCLOSE: Closes an active multi-row dataset initiated with SQLCURSOR
SQLCURSOR: Submits an SQL statement to a database server and returns a multi-row result
SQLEXEC: Submits an SQL statement to a database server for the purposes of updating or inserting a record
SQLNEXT: Fetches the next record in a multi-row query initiated with SQLCURSOR
SQLSELECT: Submits an SQL statement to a database server and returns a single result
SQLTABLE: Submits an SQL statement to a database server and returns a multi-row result
STARTSCRNRECORD: Starts screen recording of an agent's desktop
STOP: Terminates scripting when it is no longer needed, such as after processing an event
STOPLOG: Stops call or chat logging before a conversation has ended
STOPSCRNRECORD: Stops screen recording of an agent's desktop
SUPPRESSCALL: Informs the calling script that the outbound call should not be made and dispositions the call appropriately
TAKEASURVEY: Triggers an ECHO phone survey to be automatically sent to a specified number
TIMEZONE: Sets the time zone that you want to use in your script
TRANSFER: Redirects a call to a phone number outside of the CXone system
TEXTMSG: Sends a text message to a chat contact, the live agent, or both
UNLINK: Disconnects parties that are in a two-party conversation
UPDATE SKILL: Synchronizes the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge data with the skills fields in CXone, and to start and stop skills
USES: Adds a reference to a Web Service DLL to the script
UTCTOLOCAL: Converts the Coordinated Universal Time (UTC) to the local time based on the time zone
VOICEPARAMS: Controls text-to-speech and automated speech recognition settings (for example, voice gender, accent, volume, and speed) for your script
WAIT: Suspends the script for a designated number of seconds
WEBLINK: Publishes a file on CXone’s webserver and returns a URL to that file
WHISPER: Plays a sequence of pre-recorded or automated voice prompts to a caller, agent, or both while they are in conversation
WRITEFILE: Writes custom data to a file, which is then written to the CXone file server and becomes available for later use

Deprecated Actions

PULLAGENT (Pull Agent): Replaced by PULLOBAGENT (Pull Outbound Agent).