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Creating IVR CX Models

Updated: tech writers Edited:

The first step is to create a new CX Model, which will serve as the basis of the Crawl and analysis.

To create a CX Model:

  1. From the sidebar navigation menu, click the Build button and then select New CX Model in the CX Models section. A screen as shown below is displayed:

  2. Enter a unique name for the IVR Model to be Crawled in the Model Name field.
  3. Select the most appropriate IVR Language – Speaker from the drop-down menu.
    Note: The Add Speaker button is available to Platform Administrator Users only. This enables the creation of a new Speaker that is tailored to the voice of the target IVR. These custom voices can greatly improve the accuracy of speech recognition.
  4. Enter the phone number of the IVR in the Phone Number field in the format:

    CountryCode + AreaCode + LocalNumber

    Example (Country Code is bolded) Of a number in…
    18005550123 USA or Canada
    61255501212 Australia
    442079460123 UK
    Note: Use only digits (that is, no spaces, dashes, plus signs, letters, and so on.)
  5. Enter the desired Crawl Depth to limit how deep the Crawler’s automatic discovery will go. A depth of 2 will Crawl the main menu and its immediate sub-menus.
  6. Auto Generate Test Cases: When creating a Model, you have an option to choose for auto generation of Test Cases. For this, select the Auto Generate Test Cases checkbox, you will see a display box with the Folder Name. Here, enter a Folder Name.
    When you create the model, the Test Cases are automatically generated and are placed in the Test Case's folder. See the Auto Generated Test Cases section for more information.
  7. To start the Crawl, click the Save and Crawl button. You will be taken to the Monitor Crawls page where the progress of the Crawl is tracked.

Specifying CX Model Settings & Languages

To specify the Settings:

  1. Select the Settings tab from the Create IVR Model page. A screen as shown below appears:

  2. Only a Platform Administrator can edit the Calling Phone Number (CLI) field. This field allows you to simulate the number of the incoming call.
  3. Enter the Post-Speech Silence Timeout (PSST) field. This is the number of seconds to wait before considering the prompt to be complete.
  4. Enter the Concurrent Ports. This is the number of Crawls that can be made against the IVR Model at the same time.
  5. Click Add Speaker, and a pop-up appears as shown:
  6. Enter the details for a Voice Base, Speaker Name and Speaker ID as shown in the table below:
    IVR Models Speaker Settings
    Voice Base / Language Speaker Name Speaker ID
    Australian English
    English (Australian) - Male - Generic v1 English, Australia - Dragon - Offline English Male (Australian) EnAuGenericMale1
    English, Australia - Google - English (Australia) en-AU v2 English (Australian) - Female - Generic v1 EnAuGenericFemale1
    British English, Scottish & Irish
    English, Great Britain - Dragon - Offline English Male (Great Britain) English (Great Britain) - Male - British v1 EnGbBritishMale1
    English, Great Britain - Dragon - Offline English Female (Great Britain) English (Great Britain) - Female - British v1 EnGbBritishFemale1
    English, Great Britain - Dragon - Offline English Female (Great Britain) English (Great Britain) - Female - Unisex v1 EnGbBritishUnisex1
    English, Great Britain - Dragon - Offline English Female (Great Britain) English (Great Britain) - Female - Generic v1 EnGbGenericFemale1
    English, Great Britain - Dragon - Offline English Female (Great Britain) English (Great Britain) - Female - Scottish v1 EnGbScottishFemale1
    English, Great Britain - Dragon - Offline English Female (Great Britain) English (Great Britain) - Female - Irish v1 EnGbIrishFemale1
    French
    French, Canada - Dragon - Offline French Female (Canadian) French (Canada) - Female - Generic v1 FrCaGenericFemale1
    US Spanish
    Spanish, United States - Dragon - Offline Spanish Male (USA) Spanish (USA) - Male - Generic v1 EsUsGenericMale1
    Spanish, United States - Dragon - Offline Spanish Female (USA) Spanish (USA) - Female - Generic v1 EsUsGenericFemale1
    German
    German, Germany - Dragon - Offline German Male (Germany) German (Germany) - Male - Generic v1 DeDeGenericMale1
    German, Germany - Dragon - Offline German Female (Germany) German (Germany) - Female - Generic v1 DeDeGenericFemale1
  7. After you have entered all the details, click Save Details.

Enabling Additional (Cloud Transcription Only) Speakers for an Account

Before creating IVR Models using cloud transcription, a Cyara Platform Administrator needs to enable a Speaker for an Account, and ensure the platform is configured for cloud transcription.
  1. Log in to the Cyara Web Portal as a Platform Administrator.
  2. If the Account is enabled for Velocity:
    1. From the sidebar navigation menu, select New CX Model in the CX Models section. .

  3. Click Add Speaker.

  4. Enter the details as follows:
    1. Voice Base: Select desired NDev or Google language.
    2. Speaker Name: Use the convention “Language - Technology”, as in, “English (USA) - NDev” or “Afrikaans (South Africa) - Google”
    3. Speaker ID: Unique identifier for the Speaker.

      Not important for Google (can use “-”), but should be used as a unique identifier for NDev Speakers.

  5. Click the Add Speaker button.

Creating IVR Models - Cloud Transcription

To create a new Crawl with any cloud transcription language, perform the following steps:

  1. Log in to the Cyara Web Portal.

  2. If the Account is enabled for Velocity:
    1. From the sidebar navigation menu, select New CX Model in the CX Models section.

  3. Select the desired Speaker for the IVR from the drop-down menu, as in, “English (USA) - NDEV”, “Afrikaans (South Africa) - Google”, etc.

    Note: If this option is not available in the list, please contact your Platform Administrator, who will have to enable this Speaker for your Account.
  4. In the Phone Number field, enter a valid IVR phone number.
  5. Enter the desired Crawl Depth to limit how deep the Crawler’s automatic discovery will go. A depth of 2 will Crawl the main menu and its immediate sub-menus.
  6. Click Save and Crawl.

Specifying CX Model Settings

Watch the video below for a walkthrough of how to Crawl your existing IVR to create a Cyara CX Model automatically.

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