In order to create Agents and run Campaigns, you must define one or more Behaviors. A Behavior specifies how an Agent handles an interaction and is made up of an ordered sequence of Activities to be performed by the Agent for each interaction received (for example, an Inbound interaction).
Activities are provided for Channels in the Cyara Portal. You can add
these Activities when you are creating Behaviors. Certain Activities are
Channel-specific and will not be displayed when creating a Behavior for a
A Behavior is a set of Activities that you want your agent to simulate. The Cyara Platform gives the ability to define these Behaviors.
A set of Activities is provided for each Channel in the Cyara Portal. You can associate these Activities when you create Behaviors. The Activities are context-sensitive.
Here are a few examples to help you understand Behavior and Activities better.
Example 1: You want to test the third party unattended call transfer for Voice. This means when a call arrives, you answer it and transfer to another party (third party).
- Wait Ringing
- Request Answer
- Wait Answer
- Request Transfer Single Step
- Wait Transfer Single Step
Example 2: If you are interested in Data Validation for Chat, then the Cyara Platform expects an interaction such as, for example, data containing “AccountId” with value 1234.
Now the Behavior scenario will be as follows:
- Accept Invite
- Send Message (TextMessage = “Hello”)
- Verify Interaction Data (Key=AccountId, Value=1234, Type=String)
- Send Message (TextMessage = “Bye” )
This means the Behavior and Activities to be included vary and are dependent on the scenario and the Channel.
Data Rules define the ruleset that can be used by a Behavior to “Classify” the call. The rule relationship is as shown:
For more information on Data Rules, see the Data Rules page.