Introductions
Important Notes
Genesys Cloud Configuration Pre-Requisites for Cyara Virtual Agents
Genesys Cloud Voice CVA Integration Walkthrough
Cyara Virtual Agent (CVA) Integration with Genesys Cloud 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

Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, Genesys technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility.

Genesys Cloud

The Genesys Cloud platform is the next-generation, all-in-one cloud contact center solution that helps clients manage and understand omnichannel interactions in a seamless customer journey. Give employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you are an agent, supervisor or IT administrator. Weekly feature releases ensure you will exceed customer expectations today and tomorrow.

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 Genesys Cloud configuration and integration features.

If you want to incorporate Cyara Integrations story into your demo, the Genesys Cloud CX-AX demo tenant is fully configured with Jira, ServiceNow and Splunk integrations.

Supported Media Channel

Genesys Cloud CVA integration current only supports Voice channel (i.e., no Chat, SMS or Video support)

Genesys Cloud CVA only supports one-way audio

Genesys Cloud 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.

Audio transcript: “Clothes and lodging are free to new men, the lamp shone with a steady green flame”

Agent Activities Note

The initial release of Genesys Cloud Integration with Cyara CVA supports a minimum subset of agent activities. Please refer to the User Guide Voice Activity Vendor Support section for the complete list of supported agent activities.

Genesys Cloud Configuration Pre-Requisites for Cyara Virtual Agents

Before Cyara Virtual Agent (CVA) for Genesys Cloud can be used, Genesys Cloud administrator must create supporting environment within Genesys Cloud (i.e., agents, queues, phones, etc. …)

OAuth Client

This configuration steps are required to establish authentication permissions to allow Cyara CVAs to communicate to Genesys Cloud. Genesys Cloud Administrator must Configure OAuth client to generate client id token which is then utilized by Cyara portal.

Create CVA OAuth Client

Navigate to Admin -> OAuth -> Add Client
Select: Add Client and fill in the form
- Name: Cyara Virtual Agent (can be anything)
- Token Duration: 86400
- Grant Type: Token Implicit Grant (Browser)
- Authorization URL: https://cvaoauth.cyara.com
- Scope: conversations, devices, notifications, oauth, organization, presence, stations, user-basic-info, users
- Click <Save>

Scroll down and copy Client ID.

Note: Client ID can be accessed at any time by visiting Admin -> OAuth and selecting the OAuth Client you just created.

Agents

Roles / Permissions

To ensure proper operation of Cyara Virtual Agent for Genesys Cloud, a new Role must be created and assigned to all agent id’s being used by Cyara Virtual Agents. This step must be performed by a user with proper Genesys Cloud administrative privileges.

Navigate to Admin -> People & Permissions -> Roles / Permissions
Click on “Add Role” button
- In the Role Detail Tab specify name of the role: Cyara Virtual Agent
- Click on Permissions tab
- In the “Permissions” column search box type in “Disconnect”
- Select check box for “Conversation > Communication > disconnect” permission
- Click Save

Make sure this Role is assigned to all agent id’s being used by Cyara Virtual Agents

All Agents created in support of the CVA should have at least the following roles assigned:

Role	Description
PureCloud User	PureCloud role for basic agent functions
employee	Directory – Employee
Cyara Virtual Agent

You need to know if the agent id being used by Virtual agent is configured with support for auto-answer. This information is relevant for creating Agent Behavior in Cyara Portal.

Auto answer is set in the Agent configuration “Phone” tab (also see WebRTC phone section below)

Phones

CVA for Genesys Cloud only supports WebRTC based communication and requires Genesys Cloud Agents to have WebRTC “phones” created and assigned to each individual agent configuration that will be used by the CVA. Each WebRTC phone gets assigned to the agent (phone config) and then each agent also needs to be associated with the phone (agent config).

After Call Work (Wrap Up)

Genesys Cloud CVA currently does not support “After Call Wrap Up” activity, so agents must be setup with auto wrap-up. In Genesys Cloud the wrap-up settings are configured as part of the “Queues” configuration (Admin -> Contact Center -> Queues).

Make sure that After Call Work is set to either “Optional” or “Mandatory, Time Boxed” (preferred) with 1 Second After Call Work Timeout.

Genesys Cloud Voice CVA Integration Walkthrough

The main sections of the Genesys Cloud Voice CVA Integration that this walkthrough will cover are as follows:

1. Genesys Cloud 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

Genesys Cloud Site and Environment

Site

A site is used to identify a specific Contact Center and a CVA Server.

Environment

An Environment represents the specific instance of Genesys Cloud (aka Org) within Genesys Cloud that Cyara will connect Voice Virtual Agents to.

Environment Attributes

For more information on Genesys Cloud Environment Attributes please refer to the User Guide.

Key	Value	Notes
org	Customers org/organization name
oauthredirect	https://cvaoauth.cyara.com	See “Genesys Cloud Configuration Pre-Requisites for Cyara Virtual Agents” section of this guide for more details
oauthclientid	Client ID generated through configuring Genesys Cloud/Cyara OAuth Client	See “Genesys Cloud Configuration Pre-Requisites for Cyara Virtual Agents” section of this guide for more details
domain	Domain name for the Genesys Cloud instance	See “Genesys Cloud Configuration Pre-Requisites for Cyara Virtual Agents” section of this guide for more details

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 same value as for environment domain attribute)
Primary Port	This is a mandatory filed, but the value has no significance (just use “1”)
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).

CX-AX Attributes

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

Key	Attribute Value
RemoteSyncAccount	Account ID from which the inbound CX call is initiated (e.g., 6)	String
RemoteSyncApiKey	Api Key for the CX account user, on who behalf the API will be invoked (do not include “ApiKey” text)	String
RemoteSyncEndpoint	URL to the CX Portal. Example: US Portal: https://www.cyaraportal.us/cyarawebapi AU Portal: https://www.cyaraportal.com/cyarawebapi UK Portal: https://www.cyaraportal.co.uk/cyarawebapi	String

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 integration walkthrough, our example 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 Genesys Cloud where agents phone is set to auto-answer.

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 “Service”.

For this demo there are two specific agent behaviors are set up. One for “sales” and one for “service”. The reason for two unique behaviors, as we are testing an attached data validation where a custom defined 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.

Note: A single agent behavior could have been created when using Classification/Validation rules instead of the simple “Verify Interaction Data” activity

Voice Server Configuration parameters

Name	Server Name that you configured in Environments
DN	Required field, but not used in support of Genesys Cloud CVA. 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 Genesys Cloud CVAs in, and make them ready to take calls, CVAs must be part of the Agent Campaign.

Below is the configuration of the Agent Campaign being used in this Integration Walkthrough.

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 will 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 3, where the actual CTI data is validated and is sent to the test case for validation (aka CX-AX). Note activity 4 where the data is validated using “Verify Interaction Data”.

Inbound Test Case

Cyara Test Cases can perform a Customer Experience (CX) Voice Quality (VQ) assessment of an Amazon Connect 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

Another capability of the Cyara Genesys Cloud CVA Integration is to run a regression test via a Velocity Campaign. This testing method will launch two concurrent calls to different queues and will validate IVR interactions as well as the Voice Quality (CX), from CVA out to the caller.

Pulse Campaign

A key feature of the Cyara Genesys Cloud CVA Integration is to use Pulse Monitoring that is configured to monitor Basic IVR Flow, Agent Transfer, CX/AX and CX Voice Quality. For more information on Pulse Monitoring Consult the Cyara User Guide

Web Dashboard (Voice)

Below is an example Pulse Dashboard labelled “Genesys Cloud” which has been configured to provide visualization of the monitoring results for 2 test call scenarios being initiated every 60 minutes:

The dashboard has two service groups configured for Voice:

Test validation initial IVR interaction, agent transfer and CX VQ Test (Sales and Service journeys)
Interaction Data (sales and service)
MOS Score Graph for the Customer Voice Quality for all Sales and Service journeys

Cyara Virtual Agent (CVA) Integration with Genesys Cloud Walkthrough Video Tutorial

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

Welcome to the Cyara Knowledge Center

Search