Multi-Step Prompt allows a long multi-phrase Test Step to be broken into smaller Steps by setting the Post-Speech Silence Timeout (PSST) of the Steps to 0.
This feature eliminates the need to manually tune the PSST values used for segmentation
purposes. Effectively, all contiguous PSST=0 Steps (with no reply) would be combined
with the first subsequent non-zero PSST Step, called the terminal step. If the terminal
step does not include an Expect to Hear prompt, a special syntax of three dots (…) must
be included in the Expect to Hear field to let the call engine ignore this field and
move on to the next step when the PSST triggers the next step.
Step | Expect To Hear | Reply With | PSST |
1 | Welcome to Acme Bank. | 0 | |
2 | Thank you for calling us today. | 0 | |
3 |
For telephone banking, press 1. To report a stolen card, press 2. |
0 | |
4 | ... | 1 | 1 |
Test Result with Multi-Step
Step | Expect To Hear | Reply With | PSST | Detailed Step Result |
1 | Welcome to Acme Bank. | 0 | Matched with confidence: 90.8% (group minimum: 50%) | |
2 | Thank you for calling us today. | 0 | See group result in Step 1 | |
3 |
For telephone banking, press 1. To report a stolen card, press 2. |
0 | See group result in Step 1 | |
4 | ... | 1 | 1 | See group result in Step 1 |
The first Step of the Multi-Step will contain the result and recording of all the related Steps.
Conditions and Restrictions:
- In a Multi-Step Prompt, the following tags can be
used only in the first Step:
-
{AllowHangUpInReply}
-
{BypassRecognition}
-
{EndCallIfNoAudioWithinThreshold}
-
{Language}
-
{MaxAudioLength}
-
{MeasureResponseTimeTo}
-
{Optional}
Note: The tags listed above cannot be used in the second or the consecutive Steps in a Multi-Step prompt. -
-
The following tags cannot be used in a Multi-Step Prompt:
-
{Fax}
-
{Ignore}
-
{RemoteMOS}
-
{WaitForHangUp}
-
- The
{BargeIn}
tag can appear in any Step of a Multi-Step Prompt. The PSST of the terminal Step will be used as the barge-in time, measured from the beginning of the audio of the first Step. - If a Step with an
{Optional}
tag precedes a Multi-Step Prompt, the PSST on the terminal Step must be equal to the PSST of the optional Step. - Step with
{Ignore}
tag, no reply and PSST 0 cannot be followed by a Multi-Step Prompt.
See the Tags Article for more information on using Tags within a Multi-Step Prompt.
Watch the video below for more information on how to use a Multi-Step Prompt within a Cyara Test Case.
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