In a Synchronized Campaign, a Test Case is designed to trigger a call to be transferred to an agent. Simultaneously, an agent is logged in and is waiting for a call. When the call is routed to the agent, the Virtual Agent's Behavior is executed.
- An Environment setup for CX-AX linking. For more information, see Creating Environments for CX/AX linking.
- An agent Behavior that checks the attached data on the call with Activity Type Verify Interaction Data or Verify Interaction Data from Test Case.
- A Cyara Test Case that can generate a call. For more information, see Creating a CX-AX Test Case.
- A Virtual Agent Voice Campaign. For information, see Creating and Running a Virtual Agent Campaign.
Creating a CX-AX Test Case
A CX-AX Test Case includes an Agent step, which is performed by the Virtual Agent after the call is connected.

Each Test Case to be run in the Campaign must have a unique CLI/ANI.
Creating CX-AX Agent Behavior

Creating CX-AX Inbound Campaigns
CX-AX Inbound Campaign can either be a Velocity Campaign or a Pulse Premium Campaign.
Running CX-AX Campaigns
Before running the Inbound Campaign, the corresponding Virtual Agent Campaign must be started. This ensures the calls are answered by virtual agents, which will synchronise with the Test Case and validate the CTI attached data as specified in the Test Case.
- Run the Virtual Agent Campaign first. Ensure that the Run status of the Campaign changes to Running.
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Ensure that the agent is ready and waiting for a call. Select Run Date link to view the agent
status. The status must be Ready/Waiting.
. Click - Start the Inbound Campaign and ensure that the Run Status of this Campaign changes to Running.
-
You can view the calls answered by the agents from the Agents Real Time
Report.
- After the Inbound Campaign is complete, you can view the results in the Velocity Report and Historical Agent Report.
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