Skip to main content

Welcome to the Cyara Knowledge Center

Search

Creating New Virtual Agents

Updated: tech writers Edited:
Before a Virtual Agent can be used in a Campaign, one or more Agent-Server Relationships must be defined. Ensure that you create at least one Agent-Server Relationship with the same Channel type as the default Behavior.
Note: If the default Behavior uses the Chat Channel, you must create a Relationship with a Server that uses the Chat Channel.

An Agent-Server Relationship specifies the login details that should be used by the Virtual Agent when they are logging in to a particular Server. In this way, Agent-Server Relationships are similar to "login profiles" for an Agent – they specify what and where the Agent logs in to. Each Agent may define only one Relationship for a given Server.

Agent-Server Relationships are used in Campaigns to specify the login attributes of the Virtual Agent for a particular Campaign. So, for example, a Virtual Agent may have two Agent-Server Relationships defined – one for a Server based in Sydney and another for a Server based in Melbourne. Therefore, a Campaign may be created to run a simulation where the Virtual Agent logs in to a Sydney Server, and another Campaign created to run a simulation where the Virtual Agent logs in to the Melbourne Server.

  1. From the Build menu on the Cyara Portal, select Agents. The Agents screen will be displayed showing a list of existing Virtual Agents.

  2. Click the New Agent button. This will display the New Agent screen:

Agent Details

  1. Enter a name for the Virtual Agent in the Agent Name field.
  2. Browse to the Folder Path where you would like to save the Virtual Agent and select it.
  3. Select the Default Behavior from the drop-down list. This is the Behavior that will be used by default when the Agent is added to a Campaign.
  4. Select the Default Site from the drop-down list that this Virtual Agent will interact with.
  5. Enter a Description for this Virtual Agent if required.
  6. Enter the Default Desktop Address for the Virtual Agent.

    • Select the Login Mode:

      Manual: The user will unlock the workstation manually or log in via RDP.

      Automatic: On Campaign start up, the RDP session will be opened automatically by Desktop Manager.

    • Enter the Username and Password. This is required to perform a remote Windows session. The Password is required to be entered for Automatic mode only.
    Note: The Desktop Password credentials are not encrypted when sent from a user machine (browser) to the Portal server.
  7. Follow the steps in the next section to define one or more Agent-Server Relationships.

Agent-Server Relationships

Agent-Server Relationships can only be created if the Server has already been defined in one of the Environments associated with the Account.

Note: If no Vendor-Server Relationships are defined for an Agent, the Agent will not appear in the selection list of a Campaign.
  1. From the New Agent screen, click Add Agent/Server Relationship. A pop-up window as shown below appears:

  2. Select the Server to create a Relationship with from the drop-down list. The drop-down contains a list of available Agent-Servers for the Account. Only Servers with no existing Relationship with the Agent will be displayed.
  3. For Chat agents:

    • Specify the Place.
    • Specify the Tenant. This is the Tenant that the Agent will log in to.
    • Specify the Agent ID. This is the Switch Agent Login configured and assigned to the Agent in your contact center, and is used to log the Agent in to the specified Server.
    • Use the Browse... button to select the Startup Activity script. The Startup script specifies the activity to be performed when a Campaign is started. For example, logging an agent into an application before a Campaign is started.
      Note: When you select the Startup Activity script, the parameters defined while creating the Custom Activity appear here. These are user-configurable parameters.
    • Timeout specifies the time in seconds to wait for Startup script completion. If the script does not complete within the timeout, it will be aborted.
    • Use the Browse... button to select the Shutdown Activity script. The Shutdown script specifies the activity to be performed when a Campaign run is completed. For example, logging out an agent from an application when the Campaign run is completed.
    • Timeout specifies time in seconds to wait for Shutdown script completion. If the script does not complete within the timeout, it will be aborted.
    Note: Agents connecting to Chat infrastructure require both Place and Tenant to log in to the switch.
  4. For Voice agents:
    • Enter the DN field. This is the Directory Number to be registered for use by the Agent.
    • Specify the Queue. This is the Queue that the Agent will log in to.
      Note: Agents connecting to Voice infrastructure will need DN and optionally Queue to log in to the switch.
    • Specify the Switch Login. This is the Switch Agent Login configured and assigned to the Agent in your contact center, and is used to log the Agent in to the specified Server.
    • Specify the Switch Password (Optional): This is the password corresponding to the switch login.
    • Use the Browse... button to select the Startup Activity script. The Startup script specifies the activity to be performed when a Campaign is started. For example, logging agent into an application before Campaign is started.
    • Timeout specifies the time in seconds to wait for Startup script completion. If the script does not complete within the timeout, it will be aborted.
    • Use the Browse... button to select the Shutdown Activity script. The Shutdown script specifies the activity to be performed when a Campaign run is completed. For example, logging out an agent from an application when the Campaign run is completed.
    • Timeout specifies the time in seconds to wait for Shutdown script completion. If the script does not complete within the timeout, it will be aborted.
  5. For Desktop Agents:
    • Use the Browse... button to select the Interaction Detection Script.
    • Use the Browse... button to select the Startup Activity script. The Startup script specifies the activity to be performed when a Campaign is started. For example, logging agent into an application before Campaign is started.
    • Timeout specifies the time in seconds to wait for Startup script completion. If the script does not complete within the timeout, it will be aborted.
    • Use the Browse... button to select the Shutdown Activity script. The Shutdown script specifies the activity to be performed when a Campaign run is completed. For example, logging out an agent from an application when the Campaign run is completed.
    • Timeout specifies the time in seconds to wait for Shutdown script completion. If the script does not complete within the timeout, it will be aborted.
  6. Enter the list of Attributes to send when logging in this Agent:
    • Specify the Key value.
    • Specify the Value.
    • Select the Attribute type, whether String, Boolean, Float, and so on.
    • Click + to add the specified Attribute.
    • Repeat these steps to add additional Attributes.

    The following Attributes are support by the Cyara Platform:

    Vendor (Channel) Usage Key Type Comment
    Cisco CTIOS (Voice) Optional UseLoginName Bool If set to true, uses LoginName authentication. Otherwise uses AgentId authentication.
    Cisco CTIOS and Cisco Finesse (Voice) Optional RemoteLogin Bool If set to true, enables Mobile Agent.
    Cisco CTIOS and Cisco Finesse (Voice) Optional AgentRemoteNumber String Mobile Agent remote number – Required if RemoteLogin is True
    Cisco CTIOS and Cisco Finesse (Voice) Optional AgentCallMode Int Mobile Agent call mode. Supported values are 3 (Call by Call) and 4 (Nailed Connection) – Required if RemoteLogin is True.
    Cisco Finesse Optional NotReadyReasonCode String Reason Code to use when Agent changes to NotReady state
    Cisco Finesse Optional LogoutReasonCode String Reason Code to use when Agent is Logging Out
    Genesys (Chat) Optional NickName String If not specified, uses the agent Name.
    Genesys (Voice) Optional AcdPosition String The ACD position of the agent. This is required for Nortel Meridian switches.
    Genesys (Voice) Optional DisableAgentCtiActions Bool Stops CVA from running login and logout inbuilt CTI actions. This allows desktop to login an agent and passively listen for events.
  7. Click Add Relationship once all required fields have been completed.
  8. If any additional Agent-Server Relationships are required, repeat these steps.
  9. Once all of the Agent details have been filled out and at least one Agent-Server Relationship has been defined, click the Save Details button to finalize creation of the Virtual Agent.

Creating Virtual Agents Walkthrough Video

Watch the video below for a walkthrough on how to create Cyara Virtual Agents.

Was this article helpful?
0 out of 0 found this helpful
Return to top

Related articles

Comments

0 comments

Please sign in to leave a comment.