Welcome to the Cyara Knowledge Center

A Test Case is a set of actions performed on a system to determine if it satisfies software requirements and functions correctly. Each Test Case represents and individual use case or customer journey within the Contact Center or an Application. The purpose of a Test Case is to determine if a specific feature or function is working as expected and to confirm that the system satisfies all related standards, and customer requirements.

In the Cyara Platform a Test Case is a series of Steps configured by the user to allow the Cyara Platform to test a specific call flow in an IVR or scenario on the Web, SMS, or Email. Typically Contact Centers have many paths for the customer journey, that may include multiple communication channels, and each of the paths that needs to be tested requires a new Test Case to be created. You can then assign these Test Cases to Campaigns to perform a batch test of your Contact Center.

In Cyara a Test Case can be of the following types:

• Inbound - which generates the interaction: used by Velocity, Cruncher, Pulse, and Virtual Agent modules
• Outbound - which receives and accepts the interaction: used by the Outbound testing module

An Inbound Voice Test Case contains the telephone number to be dialed for contacting the IVR, timing thresholds for each Step, and the alert messages to be sent by SMS and email when a Test Case fails (applicable for Pulse only).

An Outbound Voice Test Case can contain a single number or range of numbers that the IVR can use to call Cyara’s Outbound testing environment.

It is important to validate the Test Case to ensure that the call flow is accurate and that a successful call can be placed before running a Campaign. To facilitate this Step, the Cyara Web Portal provides a Test Case Validation feature that allows the User to validate the Test Cases individually.

Test Cases can also be cloned to allow for easy creation of similar Test Cases, without having to go through the process of creating each Test Case from the beginning.

The Cyara Platform supports mutliple communication channels, as well as Omni-Channel capabilities. A full matrix of the Cyara Testing modes is listed in the table below:

Testing Modes
Test Case Type	Cruncher	Pulse	Virtual Agent	Velocity	Outbound
Voice Inbound
Voice Outbound
Web Inbound
Web Outbound
SMS Inbound
SMS Outbound
Email Inbound
Email Outbound