Cyara 2020.2 and later releases feature a new functionality that allows Cyara users to see what the Cyara Virtual Agent sees on the web browser when emulating Twilio and Amazon agents.
This functionality is available in the Agents' Real-Time Reporting interface:
Note: Function cannot be used during load testing, as it is causing excessive load on Cyara CVA component.
Note: This Cyara function is Limited Availability in 20.2.
How to enable View Browser?
The View Browser function is coming to the Cyara 2020.3 as GA.
- The configuration requires the new DFT option to be enabled on the Cyara Agent Execution Host:
- Make sure that firewall is disabled or a rule is created to allow incoming connections on the port 9014 TCP on the CVA host:
- As soon as it's done Cyara Agents Real-time reporting will show Agent desktop for Amazon and Twilio Agents:
What CVA Types are supported?
Currently the View Browser feature supports Twilio and Amazon only.
Genesys PureCloud is on the roadmap.