1. Introductions
   1. Cyara CVA (Voice)
   2. Twilio
   3. Twilio Flex
2. Important Notes
   1. Supported Media Channel
   2. Twilio Flex CVA only support one-way audio
   3. Agent Activities Note
   4. Twilio Flex Configuration Pre-Requisites
3. Twilio Flex Voice CVA Integration Walkthrough
   1. Twilio Flex Site and Environment
      1. Site
      2. Environment
         1. Environment Attributes
         2. Server Configuration
   2. Agent Behaviors
   3. Voice Cyara Virtual Agents
      1. Voice Server Configuration parameters
   4. CVA Campaigns
   5. Real Time Voice Agent Report
   6. Agent Campaign / Agent Historical Reports
   7. Inbound Test Case (VQ Assessment)
   8. Velocity Regression Test Campaign
   9. Pulse Campaign
      1. Web Dashboard (Voice)
4. Cyara Virtual Agent (CVA) Integration with Twilio Flex Walkthrough Video Tutorial

Introductions

Cyara CVA (Voice)

Contact centers need a way to test the whole chain of the customer journey. Solutions are needed that test digital and voice channels thoroughly and the transition points between channels. Testing should include call routing to appropriate agents, Computer Telephony Integration (CTI) to ensure that customer data from prior channels is readily available, and agent equipment and applications (phone and desktop).

Test the customer experience at the transition point from the self-service channel to the assisted service channel. Test that the customer is routed to the appropriate agent that has the skills to resolve the issue. Test that the customer data from the CTI data dip moves to the assisted service channel for the agent to access.

Cyara’s Call Routing Testing Enables You To:

• Test agent call routing by simulating agents and agent activity and Computer Telephony Integration (CTI) functions
• Validate that correct information is delivered to an agent.

Twilio

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.

Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio Flex

Twilio Flex is a programmable contact center platform that gives businesses complete control over customer engagement with the speed and flexibility of the cloud. Businesses have the freedom to offer the exact contact center experience they want to their customers and agents, using Twilio Flex.

Out of the box, Twilio Flex provides a range of user interfaces for agents and customers, a visual flow builder, and pre-built routing logic that can be customized — from the look and feel to the flow and function.

Twilio Flex Virtual Agent Adapter supports both UI versions, 1.0 and 2.0. 

Important Notes

It is expected that users of this demo have working understanding of the Cyara technology (e.g., CX Models, Campaigns, Test Cases, CVA, CX-AX, VQ Testing, etc.) hence the focus of this guide is to highlight specific Twilio Flex configuration and integration features.

Supported Media Channel

Twilio Flex CVA integration is current only supports Voice channel (i.e., no Chat, SMS, or Video support)

Twilio Flex CVA only support one-way audio

Twilio Flex CVA implementation only supports audio transmission, and is not able to receive audio, which currently makes by-directional VQ testing unsupported. In addition, to simulate agent speaking, CVA audio is produced by playing a pre-configure audio file. Since the audio file is part of the Cyara software install package, it is not intended to be customizable on per agent or client basis.

Agent Activities Note

Initial release of Twilio Flex CVA supports minimum subset of agent activities. Please refer to the User Guide Voice Activity Vendor Support section for the complete list of supported agent activities.

Twilio Flex Voice CVA Integration Walkthrough

The main sections of the Twilio Flex CVA Integration Walkthrough are as follows:

1. Twilio Flex Site and Environment
2. Definition of Agent Behaviors
3. Definition of Voice Cyara Virtual Agents
4. CVA Campaigns
5. Test Case(s)
6. Velocity and Pulse Campaigns
7. Web Dashboard

Twilio Flex Site and Environment

Site

A site is used to identify a specific Contact Center and a CVA Server. There is more to the site setting (used for scalability, but I will not get into this in this demo guide.

Environment

An Environment represents the specific instance of Twilio Flex within Twilio Flex Cloud that Cyara will connect Voice Virtual Agents to.

Note: In the above example Environment Configuration, additional Server Attributes required for CX-AX have been configured

The following are the 3 attributed required for configuring CX-AX link:

• RemoteSyncAccount
• RemoteSyncApiKey
• RemoteSyncEndpoint

It is important that proper configuration is followed for providing CX-AX linkage between CTI data being provided to a CVA and an inbound Test Case. Virtual Agent Voice Campaigns will link to Cyara Cloud instances to validate attached data for inbound voice calls.

Only Test Cases from the account defined in the “Server Attributes” will be able to use CX-AX linkage. CX-AX link can only be established with one CX account.

Environment Attributes

For more information on Twilio Flex Environment Attributes please refer to the User Guide.

It is important to note that Twilio Flex agent definition and login can only be accomplished via the Single Sign-on solution, which is reflected in the example configuration below.

You can read more on Twilio Flex and SSO configuration here: https://www.twilio.com/docs/flex/sso-configuration

Server Configuration

Server Name	Any meaningful name you want to give this configuration
Primary Hostname / IP	You can put any value as it is a mandatory field, but it has no relevance to this configuration (example, I used flex.twilo.com)
Primary Port	You can put any value as it is a mandatory field, but it has no relevance to this configuration. (Just use “443”)
Backup Hostname / IP	Leave empty
Backup Port	Leave empty
Channel	Agent Voice
Attributes	Not required for basic configuration. Specific use cases may require use of attributes (e.g., CX-AX).

Agent Behaviors

Agent Behavior specifies how Agent handles an interaction, and it is made up of an ordered sequence of Activities to be performed by the Agent for each interaction received (for example, an Inbound interaction).

For this demo Voice CVA’s are configured to use agent behaviors specific to the queue they are logged in to (e.g., sales and support) to address specific interaction data validation via “Verify Interaction Data” agent activity

In addition, each Agent Behavior is configured to use “Verify Interaction Data from Test Case” which is part of the CX-AX linkage.

Please note the queue specific attribute from the “Verify Interaction Data” activity

The above Agent Behavior is designed for Twilio Flex where agent has to explicitly answer the phone.  

Note: Out of the box, Twilio Flex does not have auto-answer setting. Auto answer requires custom development to be done by the client.

Voice Cyara Virtual Agents

For the purposes of the following demonstrations, we will use four configured CVA Agents (agent002, agent003, agent004 and agent005).

Agents 2 and 4 are set up as “Sales” agents, while agents 3 and 5 are “Support”.

For this demo there are two specific agent behaviors are set up. One for sales and one for support. The reason for two unique behaviors, as we are doing data validation where a custom variable “intent” is being sent by the routing and evaluated by each specific behavior to ensure right intent was routed to the right agent skill. 

Voice Server Configuration parameters

Name	Server Name that you configured in Environments
DN	Not used, but a required field. I suggest setting to the be the same as a Switch Login
Switch Login	Agent login username
Switch Password	Agent password (for security it is displayed as stars)

CVA Campaigns

To log Twilio Flex CVAs and make them ready to take calls, CVAs must be part of the Agent Campaign.
Below is an example Agent Campaign that we will use for this demonstration.

Once the campaign is running, that competes the configuration, and CVAs are ready to take calls.

Real Time Voice Agent Report

If you want to see a real time dashboard showing CVAs taking calls you can launch the Real Time Agent report in one of the browser tabs.

As calls arrive, you should see them in real time;

Agent Campaign / Agent Historical Reports

 

To see detailed results of the CVA interactions, specifically Data Validation, you can view Agent Historical reports

 

Every time Agent Campaign restarts, the current report is closed and new one is started.

Access the most current report which will contain completed interactions since the campaign been started;

You can select any interaction to view details

Please note activity 4, where the actual CTI data is validated and is sent to the test case for validation (aka CX-AX). Note activity 5 where the data is validated using “Verify Interaction Data”.

Inbound Test Case (VQ Assessment)

Cyara Test Cases can perform a Customer Experience (CX) Voice Quality (VQ) assessment of an Twilio Flex environment, these Test Cases are standard voice Test Cases that return a MOS score.

For more information on Voice Test Cases, consult the Cyara User Guide.

Velocity Regression Test Campaign

Below is an example Velocity Campaign “Test Twilio Flex - CX/AX - all queues all input methods” which launches two concurrent calls to Sales and Service queues and will validate IVR interaction and the Voice Quality (CX), from CVA out to the caller. We recommend watching the video tutorial at the end of this walkthrough article for a live demonstration oh this Velocity Regression Test.

Pulse Campaign

Below you can see an example of a Pulse Campaign that has been named “Monitor Twilio Flex - CX/AX - Data Driven” that is configured to monitor Basic IVR Flow, Agent Transfer and CX Voice Quality. This campaign is set to run every 60 minutes, using one data driven test case with four scenarios. For more information on Pulse Monitoring Consult the Cyara User Guide.

Web Dashboard (Voice)

Pulse Dashboard “Twilio Flex” has been configured to provide visualization of the monitoring results for 4 test call scenarios being initiated every 60 minutes:

The dashboard has two service groups configured for Voice:

1. Test validation initial IVR interaction, agent transfer and CX VQ Test (Sales and Support journeys)
2. MOS Score Graph for the Customer Voice Quality for all Sales and Support journeys

 

Cyara Virtual Agent (CVA) Integration with Twilio Flex Walkthrough Video Tutorial

Watch the video below for a full walkthrough and demonstration of how to configure your Cyara Platform to integrate with Twilio Flex to perform Voice Quality and CX/AX interaction validation testing.