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Editing a CX Model

Updated: tech writers Edited:
Once you have started to Crawl an IVR, the CX Model navigates it by listening to and recording menu prompts. It will then use speech-to-text to transcribe the audio into text and match it to a scripted response. By navigating through IVR menus from the root to each leaf, a tree-like Model of the IVR can be constructed.

To view a graphical representation of the Crawled IVR:

  1. From the Cyara Sidebar menu in the CX Models section, select CX Model Library.
  2. Click the name of the IVR you want to view. A screen as shown below appears:
  3. In the Model below, each menu prompt (or Node) that has been discovered in the IVR is represented as a Node in the tree. Each option or reply that causes a change to another menu in the Model is represented as a small circle (containing the triggering input) on a line connecting the menu and its sub-menu.


    As the CX Models runs, it discovers new information about an IVR. However, the process of transcribing menu prompts and navigating an IVR is not perfect. What the IVR presents as a discovered path may exist, but with an incorrect transcription. As a result, the menus discovered may not be 100% accurate, and need to go through a verification process where the prompt can be corrected, further prompts can be added, and input/s supplied.

    CX Models color-codes each menu Node according to the table below:


  4. A model also can have Webservice, Database, Agent, Transfer, and Disconnect nodes. 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: 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.

    • To zoom, use either the Zoom To Fit, Zoom In, or Zoom Out buttons
    • To add inputs to a menu, right-click on the menu, and a pop-up as shown appears:
    • Click Add Element, and a pop-up screen appears to add inputs. See the Editing CX Model Modules section for more details
    • For more information on the Crawl from here... action, see the Editing CX Model Modules section
    • For more information on the Delete action, see the Editing CX Model Modules section
    • For information on the Generate Test Cases... action, see the Generate Test Cases section
    • To truncate long prompts, use the Work Area panel on the left:

Modifying Settings for the CX Model

Use the Settings menu item to modify the settings for the Model. A screen as shown appears:

  1. Edit the Model Name if needed.
  2. Select the IVR Language - Speaker from the drop-down list and click the Add Speaker button.
  3. Specify the Phone Number.
  4. Enter the Calling Phone Number (CLI) details.
  5. Specify the Post Speech Silence Timeout value.
  6. Auto Generate Test Cases: If you wish to auto generate Test Cases, select the Auto Generate Test Cases checkbox, and you will see a display box with the Folder Name. Here, enter a Folder Name.
  7. Click Ok to save your settings.

Creating a new CX Model Video Walkthrough

Watch the video below for a quick walkthrough of how to create a new Cyara CX Model that you can populate with Elements.

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