Cyara Virtual Agents (simply referred to as 'Agents' or 'Virtual Agents' in this Guide for simplicity) are used in Campaigns to represent actual agents in your contact center environment.
Virtual Agents are related to and dependent (to a limited extent) on Agent (Person) objects in your vendor's environment. However, they are stored as a physically separate entity within the Cyara Platform. Each Virtual Agent serves as a counterpart to a corresponding vendor's agent, meaning there is a one-to-one relationship between Virtual Agents and vendor Agents. Currently, the Cyara Platform provides functionality for interacting with Genesys, Amazon, Cisco, Avaya, Twilio, and Nice infrastructure and agents.
This guide describes how to configure a Virtual Agent for integration with your vendors' Framework components within your contact center environment. Note that this Guide does not cover installation/deployment processes and it is assumed that the Virtual Agent solution has been successfully deployed by a Cyara Certified Platform Administrator.
The workflow to create Agents in the Cyara Web Portal is shown below:
Once the above steps are done, you will be ready to create a Campaign. While adding Agents to your Campaign, you can either keep the defaults for Site, Behavior, and Environment Server, or choose a different option from the respective drop-down list.
Watch the video below for an overview on how Cyara Sites and Environments work together to emulate your contact centre Agents.