Each Test Case must have at least one Step added to it. Each Step has the following parameters:
- Step Number
- Step Description
- ‘Expect To Hear’ Prompt
- Voice Quality (Select from the available voice quality algorithms)
- Reply With
- Reply Type
- Min/Max Pause Time
- Minor/Major Threshold
- Major Confidence Level for Multi-Pass Speech Recognition (MPSR)/MOS Voice Quality using PESQ (available only if Mean Opinion Score (MOS) is enabled for Account)
- Minor Confidence Level for Multi-Pass Speech Recognition (MPSR)/MOS Voice Quality using PESQ (available only if Mean Opinion Score (MOS) is enabled for Account)
- PSST (Post-Speech Silence Timeout)
Transcribe "Expect to Hear"
If your account has an active Velocity Plan subscription, you can auto-transcribe the Expect to Hear field when creating a Voice Test Case.
You can skip entering the Expect to Hear field and the transcriber will populate it for you. After transcription is complete, you can manually adjust it as necessary.
When you enable Velocity, the Test Case steps appear as shown below:
All the steps are similar to the Voice Test Case Steps described above. But if the Test Case is being developed for an existing IVR, you can skip entering the Expect to Hear, and it will be populated automatically by a transcriber.
When the Expect to Hear checkbox is selected and the step added, it will be passed to transcription. When the Expect to Hear checkbox is not selected, the Test Case will skip waiting during execution. In the user interface, all quality attributes will be disabled (Minor/Major Threshold, PSST, Confidence).
If the Reply With checkbox is unchecked, the Test Case execution will move on without performing any action. This is the same behavior as in the current version.
Adding an Agent Step for Campaigns
If your Cyara installation has a license for either Velocity or Premium Pulse product functions, then you can add an Agent step to perform attached data validation on the agent side of the call. This allows you to perform Agent Experience (AX) verification to ensure that the correct information is presented to the agent during the call.
If it is necessary to run more than one Test Case with an agent step as part of your Campaign, use the unique calling line identifiers (CLI). See the Simulating CLI Numbers topic on how to specify CLI in the Called Number field.
To avoid hard-coding the numbers, it is possible to data-drive the CLI to ensure each call is unique within your Campaign.
- Click the New Step button.
- Select the Agent Tab.
- Adjust the Step No if necessary.
- Enter a Description.
- Add expected agent attached
data key-value pairs.
- To data-drive the
Expected Value, use
[Variable]
syntax; see the Data Driven Test Cases topic for more information. - It is possible to
enter a regular expression to match several options or a
substring of the attached data. To do so, use
Regex
(regular expression) syntax. See the regular expression language quick reference topic for more information. - Use the Tab key to move to the next element of the table or Ctrl+Tab to move back.
- Use right-click to Copy, Move, Paste, and Delete the rows.
- To data-drive the
Expected Value, use
- Click Add Agent
Step to add the step.
- Configure an Agent Behavior with Verify Interaction Data from Test Case activity, as mentioned in the Voice Activity Types topic. Then, start an Agent Campaign to receive the calls.
- Run the Test Case within a Velocity Synchronized Campaign.
Adding a Cyara SMS/Web Step
Adding a SMS/Web Step enables setting up of an Omnichannel Test Case linkage to invoke dependent Test Cases on other channels. For example, a Voice Test Case querying an SMS Test Case to retrieve a PIN. Currently, the Voice channel can invoke Test Cases on SMS and Web channels.
- Start Cyara Test Case
- Wait for Cyara Test Case Results
The first step is designed to kick off a Test Case validation on a different channel, the second one to retrieve the results. Note that the “wait” Step must always be after the “start” Step. The “wait” Step can be omitted, but then there will be no detailed result in the voice Test Case report details.
- Test Case
- Any data-driven field from the selected Test Case, for example: Phone Number for Voice, SMS/URL for Web/Email
The input for Wait for Cyara Test Case Results is a reference to the Start Cyara Test Case Step.
- For Web
- Matches("selector", "value", "frame", "script") – the function can take advantage of Tags.
- Example for
Expect field:
"Matches(".account-no","Your new account number is
{AlphaNum Length=10 $account}
")
- For SMS
- Example for
Expect field: "Your PIN is
{Number $pin}
" - List of Tags available
in SMS, Web Test Cases to match and extract values:
-
{AlphaNum Length=from-to $var}
– matches and extracts a string of letters and numbers into $var variable -
{Number MaxDecimal=2 $var}
– matches and extracts a number with two decimals into $var variable -
{URL Proto=HTTPS Host=DNS $var}
– matches and extracts a URL that uses HTTPS protocol and is based on a DNS entry, not IP address into$var
variable
-
- Example for
Expect field: "Your PIN is
-
To add an SMS
Step, click the
New Step button and select the
SMS tab. A screen as shown below
appears:
- Adjust the Step No if necessary.
- Enter a Description.
- Select the "Start Cyara Test Case" Service from the drop-down list.
- Click the Browse button and select the Test Case to run.
- If the selected Test Case has data-driven parameters, enter the values in the Input Parameter table.
- Specify the Timeout value if necessary.
- If the Step results are not essential for the next steps, select the Continue on Failure checkbox. If it is selected, the voice Test Case will continue even if the service call fails.
- Add the voice Steps as required.
- When you
add a new Service Step and select the “Wait for
Cyara Test Case Result” Service, the screen changes to:
- Specify the
Variable for each output parameter.
Variables use the
$variablename
syntax.
- Specify the
Variable for each output parameter.
Variables use the
- Specify the Timeout value. For example, an SMS may take about a minute to arrive, so in this scenario, adjust the timeout to 60 seconds.
- Select Yes or No for the Continue on Failure option. If you need the Test Case to execute even if this Step has failed, then select Yes.
- After specifying all the details, click the Add Step button.
-
To add a Web
Step, click the
New Step button and select the
Web tab. A screen as shown below
appears:
Below is a sample Service Step to retrieve a PIN from SMS:
- SMS number to wait for SMS is specified.
- PIN from the SMS contents will be extracted in output parameters.
- The retrieved PIN will be passed into the voice Step to generate a DTMF sequence for authentication.
- The URL of the Website can be specified.
- The Contents of the Website can be extracted in the output parameters and used in other Service Steps.
Adding a Cyara Service Step
You can add a Cyara Service Step to a Test Case to invoke external services. Currently this functionality is limited to web-based services. To use a service, it must be defined in the Service Library. A service step has a name, input, and output parameters.
To add a Cyara Service Step, perform the following:
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