Studio Actions
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 NICE inContact 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 an NICE inContact 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 IVRInteractive Voice Response; an 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 an NICE inContact 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 NICE inContact 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 suppressionTemporarily 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 (IVRInteractive Voice Response; an 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 .wavWAVeform audio file; 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 prioritySkill-based designation of the importance of contacts that determines delivery order. of the original contact that is in a callbackHolds 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 business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx
- COUNTAGENTS
- Checks the total number of contact center agents in a particular stateThe availability status of an agent. for a particular skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge
- CREATE PROSPECTS
- Adds prospective contacts to a Personal Connection campaignA grouping of skills used to run reports.
- CREATE SOURCE
- Creates a prospective contact source (list) through Proactive XS rather than through Central
- CREATE SOURCE MAP
- Creates a legend or map used to interpret data structures between the NICE inContact system and your CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact.
- CREATE USER FIELD
- Creates a custom data definition through Proactive XS for Central
- 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 skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge or a business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx
- 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 list and follows a subsequent branch based on whether the number is found or not
- DTMF
- Plays touch-tones
- Generates a new email
- END
- Terminates a script as long as that script did not already place an outbound call
- 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 business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx on the NICE inContact 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 business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx
- 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 skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, 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 portsWhere information transfers, over a network, between a computer and a server. (in real-time) that you are using in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx
- 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
- LOGCALL
- Initiates phone call logging
- LOGEMAIL
- Initiates email logging
- 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 .wavWAVeform audio file; 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 CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact. system with the dispositionResult that the agent or system assigns to the contact when the interaction ends. outcome of the contact, removing the prospective contact from the Personal Connection platform 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/popups 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 skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, 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 suppressionTemporarily 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 .wavWAVeform audio file; 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 .wavWAVeform audio file; used to store audio bitstreams such as call recordings. file
- PlayMessageWithAMD
- Allows for more intelligent message playback of messages during agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. Personal Connection interactions.
- PULLOUTBOUNDAGENT
- Pulls an agent from a specified outbound Personal Connection skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, 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 an NICE inContact 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 SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, 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 .wavWAVeform audio file; 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 business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx 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 skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to handle an active contact
- 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
- SENDSIPINFO
- Sends custom messages between scripts or to other SIPSession Initiated Protocol; used for signaling and controlling multimedia communication sessions such as voice and video calls. compliant systems
- SETAGENT
- Programmatically changes an agent's current state
- SETDB
- Selects a specific DB Provider and configures provider action timeout
- SETDISPOSITION
- Programmatically specifies the dispositionResult 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 NICE inContact scripts to interact with remote SIPSession Initiated 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 NICE inContact scripts to interact with remote SIPSession Initiated 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 IVRInteractive Voice Response; an 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 (Structured Query Language) statement to a database server and returns a multi-row result
- SQLEXEC
- Submits an SQL (Structured Query Language) 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 (Structured Query Language) statement to a database server and returns a single result
- SQLTABLE
- Submits an SQL (Structured Query Language) 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 NICE inContact 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 skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge data with the skills fields in Central, 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 NICE inContact’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 NICE inContact file server and becomes available for later use
- ZIPTONE
- Plays a pre-recorded message or audio tone to an agent
