2018 - cyara.com · with our field experiences gained from working with Cyara customers. ... Web Emulation C7WEB Platform Foundation C7FDN Agent Emulation (CTI) …

2018COURSE GUIDE

2 cyara.com/training

WELCOME TO CYARA ACADEMY

We’re embarking on a new Education and Training initiative using industry-leading expertise. Our

objective is to help you become an expert with Cyara’s market-leading platform.

Our training content extends way beyond text book training. We are combining our course content

with our field experiences gained from working with Cyara customers. Our objective is to put you

into our Professional Services shoes and provide you with real world examples and industry-leading

knowledge.

The Cyara Academy course guide offers complete flexibility. You can choose courses by testing

solution or by contact center role. We’re here to help you make the most of your experience with Cyara.

Search through our suggested course paths in this document to determine how to maximize your

Cyara experience.

Table of Contents

Welcome to Cyara Academy ................................................................................................. 2

Background Information ..........................................................................................................4

Delivery Mechanisms ..........................................................................................................4

Training Paths ........................................................................................................................5

Certification @ Cyara Academy ....................................................................................5

Suggested Course Paths by Solution ......................................................................6-7

Suggested Cource Paths by Role ..............................................................................8-9

COURSE SUMMARIES ...................................................................................................10-15


Background Information

TRAINING DELIVERY OPTIONSCyara offers a variety of training delivery options to accommodate what works best for you and your organization. These options are listed below.

Instructor Led Training @ CyaraUsing industry leading instructors, our courses will be based out of our training facility in Melbourne, Australia, as well as other facilities throughout the world. All classrooms have comprehensive access to our online platform and our courses allow for plenty of time to get valuable hands on experience.

Instructor Led Training - Customer PremisesInstructor-led training can be organized at your premises can be a cost effective option for larger groups. Courses normally follow standard content, however some topics can be customized to suit your specific training needs.

Instructor Led Training - Virtual ClassroomUsing the same industry leading instructors, we will provide the same course content as a physical classroom, but without the cost of attendee travel-related expenses. This may be the best options for remote teams or dispersed resources. Note that due to the hands-on demands of some courses, not every course can be offered in a virtual classroom.

Self Paced (eLearning)Self paced (eLearning) course content will be coming soon to Cyara Academy. A subscription based option will allow access to our ever increasing online content via our Cyara Learning Management System.

If you have further questions about which training option work might work best for you, please contact us via our website @ www.cyara.com/training.

cyara.com/training 5

TRAINING PATHSCyara offers a variety of courses that can be taken individually or be grouped as a training path, either by testing solution or by an industry role. We have provided some suggested training paths in this course guide. If you would like assistance creating a detailed learning plan for yourself or your organization, please contact us via our website.

Solutions include: Administration, Application Testing, Performance Testing, Platform Monitoring and Web Interaction.

Roles include: IVR application testing resources, Contact Center domain experts, Business Analysts, Operations engineers, Systems Administrators, Testing Domain experts and Project Managers.

Some courses will have prerequisite course attendance. This will be highlighted in the course details where applicable.

CERTIFICATION @ CYARA ACADEMY Certification provides industry-standard recognition of your achievements and experience. It also provides you with an advantage over your fellow industry colleagues, and customers can rely on your commitment to become internationally recognized in your chosen field. The Cyara Academy currently offers the certifications below. Each certification recognizes the topics that you have selected and wish to be recognized for under the general certification.

Cyara Certified ConsultantThe Cyara Certified Consultant (CCC) program is ideal for professionals who are engaged in the Customer Experience (CX) Assurance Industry and regularly use the Cyara Platform.

Cyara Certified AdministratorThe Cyara Certified Administrator (CCA) program is ideal for professionals who are responsible for an on-premises Cyara Platform or will be engaged in providing Platform Administrative support to other Cyara users within their company.

More details on each certification are provided on our website @ www.cyara.com/training.


Platform Foundation

C7FDN

Platform Administration

C7ADM

Design Driven Assurance

C7DDA

Agent Emulation (CTI)C7CTI

IVR Performance TestingC7IPT

Outbound TestingC70BT

Administration

Application Testing

Performance Testing

SUGGESTED TRAINING PATHS BY SOLUTION

Platform Deployments

C7CDP

Platform Foundation

C7FDN

Cyara IntegrationC7API

Web EmulationC7WEB

Platform Foundation

C7FDN


Voice Quality Testing

C7VQT

Outbound TestingC7OBT

Web EmulationC7WEB

IVR DiscoveryC7DSC


Platform Foundation

C7FDN

Platform Monitoring

Web Interaction

Platform Monitoring C7PLM



C7VQT

Web EmulationC7WEB

Platform Foundation

C7FDN


SUGGESTED TRAINING PATHS BY ROLE

Functional Testing Resource

Business Analyst — UAT Resource - Project Manager

Contact Center Testing Resource

Operations Resource

Platform Foundation

C7FDN

Platform Foundation

C7FDN

Platform Foundation

C7FDN

Platform Foundation

C7FDN


C7DDA


C7DDA







C7VQT

Web EmulationC7WEB

Web EmulationC7WEB

Web EmulationC7WEB


C7VQT



C7DDA


IVR DiscoveryC7DSC


Administrator

Testing Domain Expert

Platform Foundation

C7FDN

Platform Foundation

C7FDN


C7DDA




C7VQT


C7VQT

IVR Performance TestingC7IPT


Web EmulationC7WEB




Platform Administration

C7ADM

Platform Deployments

C7CDP

IVR DiscoveryC7DSC


Platform Foundation (Course Code: C7FDN)The Platform Foundation course provides students with a general introduction to contact centers and software testing. The Cyara Platform and its products are explained in relation to customer experience testing. The course then focuses on the creation a Cyara Test Case including plenty of time for hands on experience.

Topics covered include creating and validating a Cyara Test Case using best practices, creating blocks, using audio files and Cyara tags.

Target Audience - Technical and non-technical persons interested in understanding the basis behind and basics of the Platform.

Delivery (and Duration) – Instructor Led/Virtual Classroom (2 days / 12-16 hours) Self paced (eLearning): TBD

Prerequisites – Basic Microsoft Windows navigation and Web Browser operating skills. NB. Attendance of this is course mandatory for all other Cyara technical courses

Design Driven Assurance (C7DDA)The Design Driven Assurance course focuses on the core features of Cyara Velocity. In this course, we’ll guide you through how to create your own CX models and automatically generate test cases. You’ll spend time becoming familiar with the test case auto transcription feature and how to apply this under various scenarios.

Where applicable, we also walk through the new CX-AX linking functionality so that you can ensure your Cyara test cases are being answered by the Cyara virtual agents you have configured. Completion of the Agent Emulation (CTI) course is required before the CX-AX functionality is covered,

Topics covered include: CX Models, test case generation; test case auto transcription; Velocity campaigns and reporting; Application Testing documentation

Target Audience - Technical and non-technical persons interested in understanding how to use Cyara Velocity for functional / application testing.

Delivery (and Duration) – Instructor Led/Virtual Classroom (1 day / 6-8 hours) Self paced (eLearning): TBD

Prerequisite course(s)– Platform Foundation (C7FDN); Agent Emulation (C7CTI)

Course Summaries

The following information provides a summary of each course, including course descriptions, target audiences, available delivery mechanisms and prerequisites (where applicable).


IVR Performance Testing (C7IPT)The IVR Performance Testing course covers potential strategies to test a Contact Center platform, including taking business requirements to formulate the Non Functional test plan, using best practices to create test cases and runsheets, executing campaigns and analyzing test results.

Target Audience - Primarily aimed at Contact Center domain subject matter experts but is also relevant to any technical resource.


Prerequisite course(s) – Platform Foundation (C7FDN)

Platform Monitoring (C7PLM)The Platform Monitoring course looks at the typical roles of a Contact Center Operations team and how, through using Cyara, improvements can be identified earlier and applied proactively achieving enhanced operation and lifecycle management. Learn how to use best practice to proactively monitor production calls and minimize any negative customer experiences.

This course also walks through the Executive Dashboard module, including configuration, customization and masking of sensitive information.

Topics covered include: Planning and execution of platform monitoring tests using Cyara Pulse campaigns, including proactive monitoring, production verification testing, reporting and alert notifications. Executive Dashboard configuration and customization.

Target Audience - Primarily aimed at Operations subject matter experts but is also relevant to any technical resource interested in Contact Center monitoring.




Agent Emulation (CTI) (C7CTI)The Agent Emulation (CTI) course focuses on the configuration and use of the Cyara Virtual Agent module Computer Telephony Integration (CTI) interactions.

Topics covered include: Integration into supported CTI platforms, the creation of emulated agents and behaviors (i.e. activities the agent performs once they have answered a voice call), setup and execution of Virtual Agent campaigns, reporting and analysis.

Target Audience - Primarily aimed at Testing, Contact Center and Operations subject matter experts, but is also relevant to any technical resource.


Prerequisite course(s) – Platform Foundation (C7FDN); Design Driven Assurance (C7DDA) or IVR Performance Testing (C7IPT) or Platform Monitoring (C7PLM)

Agent Desktop Automation (C7VAD)The Agent Desktop Automation course focuses on the configuration and use of the Cyara Virtual Agent Desktop module including the integration with a desktop application.

The course guides you through basic scripting techniques using the Macro Scheduler application, before introducing scripting in conjunction with the Genesys Workspace Desktop Edition application. Here you’ll create advanced scrips to answer incoming CTI routed calls using image recognition, amongst other workshops.

Topics covered include: Agent activity scripting using the Macro Scheduler application. Agent Desktop vs. CTI integrated activities. Agent behavior setup and execution with Cyara test cases.


Delivery (and Duration) – Instructor Led/Virtual Classroom (2 days / 12 hours) Self paced (eLearning): TBD

Prerequisite course(s) – Platform Foundation (C7FDN); Design Driven Assurance (C7DDA) or IVR

Performance Testing (C7IPT) or Platform Monitoring (C7PLM)


Web Emulation (C7WEB)The Web Emulation course focuses on both the set-up and execution of customer side and agent chat solutions. Topics covered include: Integration into supported CTI platforms, the creation of emulated agents and behaviors (i.e. activities the agent performs once they have answered a Web Chat request), setup and execution of customer test cases, customer and agent Chat campaigns, reporting and analysis.



Prerequisite course(s) – Platform Foundation (C7FDN); Design Driven Assurance (C7DDA) or IVR Performance Testing (C7IPT) or Platform Monitoring (C7PLM); Agent Emulation (C7CTI )


Outbound Testing (CC7OBD)The Outbound Testing course looks at how Cyara can be used to assist companies who engage customers via Outbound voice calling campaigns. Learn how to use Cyara to test and tune Outbound Dialing platforms via test cases that can emulate real world scenarios. Learn how to measure key compliance metrics (e.g.. connection time to agent) to ensure your platform is performing within industry regulations.

Topics covered include: Creation and validation of typical, Outbound specific, test cases. Planning and execution of Outbound voice campaigns to interact with Dialer platforms. Reporting and analysis of Outbound campaigns. Voice Call back testing using Cyara Outbound Voice..

Target Audience - Primarily aimed at Contact Center resources, Supervisors and Managers as well as Operations subject matter experts, but is also relevant to any technical resource.




Voice Quality Testing (C7VQT)The Voice Quality Testing course focuses on the advanced techniques of setting up test cases for unidirectional and bi-directional voice quality testing . Testing using Mean Opinion Scores (MOS) is also covered,along with the setup and use of Cyara’s Audio Generation Devices.

Topics covered include: MOS testing, End pointing planning and test case creation, campaign execution, reporting and analysis. AGD installation and basic configuration, test case creation execution and analysis.

Target Audience - Primarily aimed at Contact Center and Operations subject matter experts, but is also relevant to any technical resource.

Delivery (and Duration) – Instructor Led/Virtual Classroom (1 day / 6 hours) Self paced (eLearning): TBD

Prerequisite course(s) – Platform Foundation (C7FDN); Design Driven Assurance (C7DDA) or IVR Performance Testing (C7IPT) or Platform Monitoring (C7PLM)

IVR Discovery (C7DSC)The IVR Discovery course initially looks at the concepts behind mapping an IVR application using Cyara CX Models, including configuration, campaign execution, customization and output mechanisms.

Target Audience - Technical and non-technical persons interested in automated IVR mapping/discovery.

Delivery (and Duration) – Instructor Led/Virtual Classroom (0.5 day / 3-4 hours) Self paced (eLearning): TBD


Cyara Integration (C7API)The Cyara Integration course focuses on different ways the Cyara Platform can be utilized with other third party products, using the Cyara API, so that campaigns can be executed via third-party scripts.

Topics covered include: Scripting via the Cyara API.

Target Audience - Primarily aimed at Operations subject matter experts but is also relevant to any technical resource.

Delivery (and Duration) – Instructor Led/Virtual Classroom (0.5 day / 3-4 hours) Self paced (eLearning): TBD

Prerequisite course(s) – Platform Foundation (C7FDN); Design Driven Assurance (C7DDA) or IVR Performance Testing (C7IPT) or Platform Monitoring (C7PLM); Agent Emulation (C7CTI )

IVR Application Testing (C7IAT) The IVR Testing course focuses on planning and execution of functional and regression testing of IVR applications using Cyara Replay, including campaign management eporting and analysis.

Target Audience - Technical and non-technical persons interested in understanding the Platform and its integration with IVR Application Testing.



Platform Administration (C7ADM)The Platform Administration course focuses on the Cyara web portal itself, providing insight into how best to configure the platform for your environment. Students will be able to learn how to fully administer the web portal and become the single point of contact for their company.

Topics covered include: Cyara Accounts and Plans, Users, Email/SMS configuration. Introduction to basic Cyara platform architecture. Backup strategies and preventative maintenance. NB. The deployment/upgrade of Cyara software is delivered in a separate course.

Target Audience - Technical and non-technical persons interested in understanding the basis behind and basics of the Platform.


Prerequisite course(s)– Platform Foundation (C7FDN)


Platform Deployments (C7CDP)The Platform Deployment - I course focuses on how to successfully deploy a standalone Cyara Platform. The course will identify the list of environment pre-requisites needed prior to any software builds, installation and testing of your platform, including high-level information needed to integrate to other platforms such as media gateways. Platform software upgrades will also be covered in this course.

Topics covered include: Platform build architecture/design consideration and pre-requisites, software installation and product configurations, platform integration and testing. Cyara Accounts and Plans, Users, Email/SMS configuration. Platform upgrades, backup strategies and preventative maintenance.

Target Audience - Technical persons that would be responsible for deploying and/or maintaining a Cyara Platform.

Delivery (and Duration) – Instructor Led (3 days / 24 hours)

Prerequisite course(s) – Platform Foundation (C7FDN), Platform Administration (C7ADM)

United States: 999 Main Street, Suite 101, Redwood City, CA 94063 | +1 650 549-8522United Kingdom: 5 Merchant Square, Paddington, London, W2 1AY, UK | +44 203 356 9775Australia : 554 Burwood Road, Level 1, Hawthorn, VIC 3122, Australia | +61 3 9093 0815

Cyara and the Cyara logo are trademarks or registered trademarks of Cyara Solutions, Pty Ltd. or its affiliates in the United States of America and/or other countries. All other company names or product names may be the trademarks of their respective owners. © 2018 Cyara. All rights reserved.

ABOUT CYARA Cyara is the world’s leading Customer Experience (CX) Assurance platform provider. Cyara helps enterprises proactively measure operational CX from the outside in, identify customer-impacting defects, and become agile to enable continuous delivery across digital and voice channels. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale.

www.cyara.com

MORE INFORMATIONFor more information or to keep updated on course release dates, public schedules, certification offerings or general news regarding the Cyara Academy, visit our website at www.cyara.com/training or contact us via [email protected].

Documents

2018 - cyara.com · with our field experiences gained from working with Cyara customers. ... Web Emulation C7WEB Platform Foundation C7FDN Agent Emulation (CTI) …