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CX Model Elements

Updated: tech writers Edited:

CX Models color-codes each Menu Element according to the table below:


CX Models can contain Elements that change how Test Cases are generated. Decision and GoTo Elements are used to describe higher level design logic within a CX Model and will change the way that test cases are generated.
Note: Decision and GoTo Elements can not be exported to Visio and can not be crawled with Crawler. Support for these functions will be included in a future release. CX Models that contain Decision or GoTo Elements can be exported to JSON.
  • Decision: describes branching decision logic which is driven by an attached Data Set, for more information on this element type, read the Decision Elements guide.
  • GoTo: describes a "Jump" in the CX Model design, each GoTo element has a destination element which can be at any point in the CX Model design. For more information on how to use GoTo Elements, read the GoTo Elements guide.

  • A model also can have Webservice, Database, Agent, Transfer, and Disconnect elements. You can give a name and a description to outline the model behavior. Currently these elements have no impact on Test Case generation or the Crawl function.
  • Web service: describes a web service call in the IVR backend
  • Database: describes a service call in the IVR backend
  • Agent: describes the call being transferred into agent queue. This is a terminating element; no new nodes can be added to it.
  • Transfer: describes the call being transferred to a phone number. This is a terminating element; no new nodes can be added to it.
  • Disconnect: describes the call being disconnected by the IVR. This is a terminating element; no new nodes can be added to it.
  • Note: Disconnect and Transfer Nodes can also be Data Driven, using a Dynamic Data Service (DDS), see the section Using Dynamic Data Service in CX Models below for more information.


  • Note: While viewing in the CX Model View, to pan over the diagram, use the Navigator panel on the left corner to grab the diagram and simply move your mouse.

Editing CX Model Elements

To edit a menu, use the following steps:

  1. From the CX Model page, select the Menu you would like to edit:

  2. A pop-up as shown below appears on the right side of the page:

  3. When the main menu element on the Model is selected, update the Phone Number if required.
  4. The Menu Name field contains an automatically generated name. If you want to rename this to something more descriptive, type in a new Menu Name.
  5. Edit the text of the menu transcription in the Prompt field.
  6. Using the play/pause control, listen to the actual audio file to hear what callers hear when they reach this menu in your IVR. You can drag pause playback and use the slider on the left to adjust where play starts from.
  7. For more advanced analysis, you can download the audio file to your machine. Click the download icon.
  8. Once you have reviewed and edited a transcription, select the User Verified Transcription as YES to notify the CX Model that you have validated the Node.
  9. Once you have made the necessary edits to a menu transcription, the changes are saved automatically.

Checking the Confidence Score

To check the Confidence Score from the CX Model, click the Refresh button next to the Confidence Score field to have your prompt text analyzed using the Cyara ASR Service (the same technology used by Cyara Replay and Pulse).

The resulting score will be a prediction of what this prompt would score during a regression Campaign. If the score is low (typically below 80%), your prompt text may need further correction (or tuning using a Custom Phrase) before you can use it successfully in a Cyara Test Case.

Adding New Menu Elements

For a number of reasons, you may need to manually add new inputs to a menu for the CX Model to Crawl. These reasons may include:

  • The IVR is asking for input that the CX Model would not be able to deduce from the Prompt (for example, “please enter your PIN” – you need to supply the PIN manually here).
  • Poor transcription accuracy has resulted in menu options not being recognized correctly.
  • The CX Model’s automated “call to action” extraction from the transcribed text has failed to extract certain menu options.
  • You want to test repeat/return scenarios (by default, the CX Model does not Crawl menus that sound like they will be returning to a previous menu or will be repeating the current menu).
  • You want the CX Model to Crawl various invalid inputs or timeouts that, by default, it does not Crawl.

To add new elements to a particular Menu:

  1. Hover over a node and then click the sign as shown:

  2. From the list choose the next element to add. The following dialog will appear:

  3. To add a Menu Node, select Menu and the following popup will appear.

  4. In the Input field, enter one or more DTMFs you would like the CX Model to dial at this menu. You also have an option to select No input from the DTMF drop-down to simulate a caller not entering anything. You can also choose Speech as the Input.
    • If you have used {Choice} tag in one of previous prompts you can use one or more choice variables as a DTMF input. For example, if you have a prompt with: “Press {Choice p1=0|1|2|3|4|5|6|7|8|9}”, you can use {$p1} as a DTMF menu input. For more information on tags please refer to the Tags topic.
  5. Click Add Input.
    You can also add new inputs by using the right-click option on the menu/node and selecting Add Element option.

Cutting and Pasting an Element

In some cases, you may want to cut and paste an element.

  1. To cut an element, right-click the menu/node you wish to cut. A pop-up as shown below appears:

  2. Click the Cut button and then click to select the element you want to paste, then right-click and select the Paste option.
    Note: When you double click an element, it will select it along with all of its children. Once selected, they can be bulk cut/pasted.

Deleting an Element

In some cases, you may want to delete an element.

  1. To delete, right-click the element you wish to delete. A pop-up as shown below appears:

  2. Click the Delete button. A dialog box will appear to confirm your actions.
    Note: When you double click an element, it will select that node along with all of its children. Once selected, they can be bulk deleted.

Modifying the Settings for the Menu

To modify the settings:

  1. From the Menu Details pop-up, click the Settings button.

  2. A screen as shown below appears:

  3. Enter a descriptive Note for the menu.
  4. If this prompt uses a different Speaker or language from the Model default, you can choose an alternate Speaker.
  5. Allow Crawl is used to control which branches of the Model a Crawl is allowed to go to. Select the value from the drop-down options. Setting the value to one of the No options will stop any Crawl started from the parent from using this path in the IVR.
  6. Set the Post-Speech Silence Timeout (PSST) to blank to use the Model default timeout, or set the value to be the number of seconds to wait before considering the prompt to be complete.
    When to Adjust PSST (Post-Speech Silence Timeout):

    When interpreting the IVR prompts, we need to know how much silence should be used to indicate the end of the prompt. Adjust the PSST when the captured prompt does not include the whole menu.

    The PSST at the Model level is used as the default for all menus within the Model.

    The PSST at the menu level is for that prompt only; if this is set, it will not use the Model-level PSST, even if the Model PSST is set to another value afterwards.

Transcriptions

To view a list of historic transcriptions for this menu, click the Transcriptions tab.

  1. To delete a transcription, click the Delete icon.
  2. To add this to the training data used to generate a custom Speaker, click the Add to Voice Training button.

Test Case Generation Parameters

You can add Test Case Generation Parameters to increase the generated test coverage by adding additional fail/pass criteria to model menus.

To add these parameters, click the Test Case Generation Parameters tab.

  1. Specify the Min/Max Pause Time.
  2. Specify the Minor/Major Threshold value.
  3. If you choose MPSR, then set the Minor/Major Confidence Threshold value in a percentage.
  4. If you choose PESQ, then browse and select the audio file to compare the prompt against.
    • After selecting the audio, set the PESQ Major/Minor MOS Threshold score on a scale.
    The Test Case Generation Parameters will be used by "Generate Test Cases" function.

Editing Database, Web Service, Agent, Transfer and Disconnect Elements

  1. To edit click on the element. Edit the details on the right side property panel.
  2. If the parent element is a menu you can edit a menu input if necessary.
  3. For the element edit Name. This field is mandatory and may not be empty.
  4. If there is additional information to add use Notes field.
    Note: The above elements add more detail to the CX Model. The elements do not have an impact on Test Case generation or Crawl function; only menu elements are used to create Test Cases out of a Model.

Using Dynamic Data Service in CX Models

Disconnect and Transfer Nodes within a CX Model can point to an external data source using a Dyanamic Data Service (DDS). When Test Cases are generated from a CX Model that is using Transfer or Disconnect Nodes that use a DDS, the generated Test Cases will include data from the DDS. This can be advantageous for CX Models where the test data frequently changes, rather than editing the CX Model each time to change the Test Case data you can instead use a DDS.

The following fields are available on both Disconnect and Transfer Nodes to enable an external DDS.

  • Method - Select from either GET or POST
  • URL - enter the full URL of the DDS, including http:// or https://
  • Authentication - if this option is selected, a Username and Password field will be available to authenticate to the DDS
  • Pagination - if the DDS returns a large number of results, select this option to paginate through the results

Start Crawl Based on Model

If the CX Model does not correctly “discover” all of a menu’s possible inputs, you can select menus from a Model that require further discovery.

  1. Crawls are started from those menus and the iteration begins again. To do this, click the Action drop-down menu from the Menu Details pop-up, and select Crawl from here…

    A dialog box appears with the following options:

  2. Enter the Crawl Depth and the Concurrent Ports field values.
  3. Click Ok.
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