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

- 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:
-
From the CX Model page, select the
Menu you would like to edit:
-
A pop-up as shown below appears on the right side of the page:
- When the main menu element on the Model is selected, update the Phone Number if required.
- 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.
- Edit the text of the menu transcription in the Prompt field.
- 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.
-
For more advanced analysis, you can download the audio file to your
machine. Click the download
icon.
- 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.
- 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:
Cutting and Pasting an Element
In some cases, you may want to cut and paste an element.
- To cut an element, right-click
the menu/node you wish to cut. A pop-up as shown below appears:
- 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.
- To delete, right-click the
element you wish to delete. A pop-up as shown below appears:
- 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:
Transcriptions
To view a list of historic transcriptions for this menu, click the
Transcriptions tab.
- To delete a transcription, click the Delete icon.
- 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.
Editing Database, Web Service, Agent, Transfer and Disconnect Elements
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.
-
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:
- Enter the Crawl Depth and the Concurrent Ports field values.
- Click Ok.
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