[How-To] Building a CXone Studio IVR Flow from Scratch

NICE CXone Studio
1

Studio scripts control the routing logic in CXone. Here is a basic pattern:

  1. BEGIN Action
    Every script starts with BEGIN.
  2. HOURS Action
    Immediately check if the center is open. Route the Open branch to your main menu and the Closed branch to an after-hours message.
  3. PLAY & MENU
    Use MENU to prompt the caller. [screenshot: Studio MENU properties]
  4. REQAGENT
    Once you know the caller’s intent, use REQAGENT to request a skill.