The Desktop Automation feature simulates Agent interactions with Contact Center workstations. This enables testing and analysis of various supporting applications that are used by Contact Center Agents while handling customer interactions. Cyara Virtual Agents connected to CTI infrastructure can now control Agent workstations. Each Interaction is recorded, and a wide range of measurements can be taken to assess the customer experience.
The component architecture diagram is shown below:
For small-scale deployments, the Cyara Virtual Agent (CVA) server components can be deployed on the same server instance. For complex scenarios, they can be distributed to balance the load. The deployment topology may change depending on the test objectives.
The Cyara Desktop Manager is an optional component to provide automated login via Remote Desktop Services or log in multiple RDP sessions manually from a single application.
The Cyara Desktop Client must be installed on every station to be automated. The Cyara Desktop Client interfaces with the Cyara Virtual Agent to execute the desktop activities specified in a Behavior and agent specifications.
The Cyara Desktop Client supports from Windows XP SP1 up to Windows 10; see the Cyara Deployment Guide for more details.