Welcome to the Cyara Knowledge Center

For Near Real-time Monitoring

• Who is the last person or what is the last platform that will handle the alert from Cyara?
• Is this person/platform trained/setup to understand/consume a Cyara Pulse alert?
• Can this person or platform take effective action to resolve the alert?
• Is change management a documented process within the organization? (This is a top reason organizations are successful with automated monitoring)
• Do the 5 Cyara test case key performance indicators (KPIs) map to known infrastructure or application elements that support the customer journey through the IVR? Can the team correlate a customer experience problem with infrastructure or application problems?
• Do you know the baseline values for the 5 Cyara test case KPIs?
• Start with breadth of monitoring. Plan for test cases with two steps at most - How many numbers may a customer call? What should each main menu say?
• Continue with depth of monitoring. Plan for test cases with three or more steps - What are your top most important customer experience journeys that should be monitored? How many are there? How deep must the test case be to exercise coverage of the journey?
• Will test data be needed to go deeper into the IVR?
• Who is responsible for test data sourcing and maintenance?
• How often does the test data change or expire?
• What is the lead time to source updated test data?
• Who is responsible for changes to the customer experience journeys being monitored?
• Who communicates these changes to the team members using Cyara for monitoring?
• What is the lead time for a change?
• How quickly does the team want to be alerted to an issue?
• Does the team want to use visual dashboards?
• Does the team want to use a mobile app or a 3rd party integration for alerts?

For Historical Trend Monitoring

• How often should trends be looked at? Daily, Weekly, Monthly?
• Is this person reviewing reports trained on Cyara?
• Is change management a documented process within the organization?
• How quickly do logs/data overwrite for other infrastructure elements or applications that support the customer journey through the IVR?
• Which identifiers (Calling Number, ANI, Call ID, etc.) are needed from other groups to help isolate root cause of customer experience issues?

Cyara Test Case KPIs

1. Time To Connect – Does the call connect at a signaling level to the target number dialed?
2. Confidence – Did the customer hear what was expected?
3. Response Time – Did the IVR respond in a timely fashion?
4. Voice Quality – Was the call quality objectively good?
5. Cadence (PSST – Post Speech Silence Time) – Did the IVR speak back with natural pauses? Does it provide the proper time to reply and interact?