Viewing the Crawled IVR Graphically

Once you have started to Crawl an IVR, the Crawler 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:

From the Crawler drop-down menu, select IVR Models/Crawls.
Click the name of the IVR you want to view. A screen as shown below appears:
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 Crawler 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.

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

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 Adding new Elements section for more details
- For more information on the Crawl from here... action, see the Starting a Crawl Based on the Model section
- For more information on the Delete action, see the Deleting an Element 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:
- For prompts that are manually edited, if there is a significant difference (+20%) than what was transcribed by the Crawl, a warning icon will appear as follows:

Action menu

From the Action menu on the right side, you can choose to do the following:

Start Crawl
Download Test Cases XML
Generate Test Cases
Generate Transcription Training Data (Platform Administrator Users only)
Settings
Notifications
Historic Crawls
Print
Export to Visio

Start Crawl

To initiate the Crawl, select the Start Crawl... option.

Download Test Cases XML

The Test Cases that will validate the IVR can be generated at any stage for the Entire Model or Part of the Model. When Generate Test Cases is selected from the Action Menu, the generated Test Cases will be based on each call flow that traverses the Model from the root Node (main menu) to a leaf Node (terminating menu). Alternatively, when this option is selected by right-clicking on a Node, the generated Test Cases will be based on each call flow that traverses the Model from the root Node (main menu) and through the selected Node to its descendant leaf Node (terminating menu).

The Test Cases are generated as an exported Cyara XML file.

The Test Cases and Blocks (if the Generate Blocks checkbox is selected) are generated and stored under the Models folders as indicated in the Folder Path during the generation steps.

To export Test Cases as Cyara XML, from the Action menu, select Download Test Cases XML....
Specify the Test Case Folder Path and Block Folder Path. This will determine where the Test Cases will be stored when imported into the Cyara Portal. Leave them blank to store these in the root folder.
When you want to generate Test Cases using reusable Blocks, check this option.
Check the Expand Steps option to have your Expect to Hear prompts appear on separate steps to your replies.

Generate Test Cases

The Test Cases that will validate the IVR can be generated at any stage for any Model. The generated Test Cases will be based on each call flow that traverses the Model from the root Node (main menu) to a leaf Node (terminating menu).

The Test Cases are generated and stored in a Test Case folder specified during the generation steps.

To export an IVR Model as Test Cases and Blocks, from the Action menu, select Generate Test Cases.... A pop-up menu as shown appears:
Specify the Folder Name.
Note: The Test Case Folder Path and Block Folder Path will be created in the location, Models\'the IVR Crawler Model name'.
Check the Expand Steps option to have your Expect to Hear prompts appear on separate steps to your replies.
Once generation is complete, a confirmation message is displayed as shown:

If you wish to remain on the Model page, click Close.
To navigate to the Test Cases & Blocks page, click the Go to exported Test Cases button, and a screen as shown below appears:

If the Test Cases were exported from a Model, the Inspect IVR Model button is available. If you click the Inspect IVR Model button, it will navigate to the Model from which the Test Cases were generated.

Note: The steps are similar for Blocks.

Auto-Generation of Test Cases

When creating a model, you have an option to choose auto generation of Test Cases. Refer to the Auto Generated Test Cases section for more details. When the Test Cases are auto-generated, the status will appear as shown:

.

Generate Transcription Training Data

For new IVR Crawls, our speech recognition technology will use a generic speaker (with a particular dialect). Cyara can further improve the accuracy of recognition by creating a custom voice for a particular IVR. To do this, you need to capture sufficient verified prompts and audio to feed into the Cyara training system.

The Generate Transcription Training Data option will export all the prompts and audio files that have been identified for training.

Modifying Settings for the Model

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

Edit the Model Name if needed.
Select the IVR Language - Speaker from the drop-down list and click the Add Speaker button.
Specify the Phone Number.
Enter the Calling Phone Number (CLI) details.
Specify the Post Speech Silence Timeout value.
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.
Click Ok to save your settings.

Viewing Notifications

The Crawler will notify you of the results, and any action item pertaining to your Crawls, on the Notifications page.

To navigate to the Notifications tab:

Click the Notifications menu item from the Action menu. A screen as shown below appears:
In this table, you can view the Source (or reason for the notification), a Description of what occurred, and an Action button.
1. To ignore a notification from the table, use the Ignore link.
2. To remove a notification from the table, use the Remove link.
3. To verify the Transcript, click the Verify Transcript link. This link will open the Edit Menu page.
Click Ok to exit the Notifications screen.

Historic Crawls

The Historic Crawls tab displays all the completed Crawls.

To access the Historic Crawls:

Click the Historic Crawls menu item from the Action menu. A screen as shown below appears:
Click Ok to exit the Historic Crawls screen.

Print

Use the Print menu item from the Action menu to print the view.

Export to Visio

Use the Export to Visio menu item from the Action menu to export the IVR Model to a Visio file.

Note: The minimum supported version is MS Visio 2013. Also, note that Cyara currently does not support Visio Viewer.

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