Crawling is the process of automated discovery where Cyara places calls into your IVR network to map all menus and inputs.
For a successful customer experience, changes and innovations must be made to existing IVR applications to keep them up to date with customer demands. But the process of manually documenting existing IVR applications can be time-consuming and yield inaccuracies.
The Cyara IVR Crawler addresses these issues through:
- Automating discovery and mapping of your IVR
- Providing complete documentation of your IVR
- Reducing human effort by automating the writing of Test Cases
Crawler is the automated IVR “discovery” tool in the Cyara suite. Using DTMF, Crawler repeatedly dials into an existing IVR application, transcribes into text any menu prompts, extracts all possible “calls to action” at each level of the IVR’s design, and then plots all of the possible caller-IVR interaction outcomes it “discovers” in an interactive, easily-navigable flow chart.
Crawler also automatically outputs Cyara Test Cases in XML format, which can be imported and easily edited using the Cyara Platform, allowing for more responsive, innovative updates to and migrations of an IVR system. Test Case files can also be exported and viewed in Microsoft Excel.
Crawler exists as a hosted solution from the Cyara Cloud, and is platform-independent, meaning it supports leading IVR platforms including Genesys, Avaya, Nortel, and so on.
Crawler can automatically explore an IVR to document its structure and produce Cyara Test Cases for use with Cyara’s Cruncher and Pulse solutions. The steps are as follows:
- Placing a call to the IVR
- Listening to the menu
- Using advanced speech-to-text to transcribe the menu audio into text
- Analyzing the menu text for “calls to action” (for example, DTMFs to input)
- Repeating steps 1 to 4 while navigating each different menu input to map all paths in the IVR
Supported Languages for IVR Crawling
Cyara CX Models when crawling an IVR can successfully identify and map DTMF menus in the following languages:
These sections will show all of your Crawls, as well as the Crawls started by other users with whom you share an Account.
Aborting a Crawl
If you want to stop a running Crawl, from the Current Crawls section, click the Abort button next to the Crawl you want to stop.
The Crawl History displays a list of all the running and Historic Crawls.
To access the Crawl History at any time, from the Crawler
drop-down menu, select Crawl History. A screen as shown below
After starting a Crawl, you can monitor its progress on the Crawl History, which shows a list of all running Crawls under the Current Crawls section. The completed Crawls are shown under the Historic Crawls section. The Balance label displays the remaining credit in your Account to use the CX Model.
This page will update in near real time. As a Crawl is in progress, you will see the Nodes, Populated, and Verified columns change automatically.