System and method for automated contact center agent workstation testing
AssigneeCyara Solutions Pty Ltd
InventorGeoff Willshire
Life of this patent
Estimating the term…
Abstract
A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.
Claims18
A system for automated contact center agent workstation testing, comprising:
- an agent workstation test engine comprising a plurality of programming instructions stored in the memory of and operating on a processor of a computing device, wherein the programming instructions, when operating on the processor, cause the processor to:
- receive one or more input parameters, the input parameters comprising a plurality of test commands;
- create an agent workstation test case using the one or more input parameters, the agent workstation test case comprising a plurality of agent-customer interactions;
- instantiate a virtual contact center agent and a virtual customer;
- execute the agent workstation test case on a plurality of agent workstations by implementing the plurality of agent-customer interactions between the virtual contact center agent and the virtual customer;
- wherein at least two of the plurality of agent workstations have either different hardware configurations, or have different software installed, or both;
- wherein at least a portion of the runtime commands and parameters come from interactive entry by an analyst using the computing device, the at least portion of the runtime commands allowing manipulation of test cases during execution of the agent workstation test case without modification of the agent workstation test case.
A method for automated contact center agent workstation testing, comprising the steps of:
- receiving one or more input parameters, the input parameters comprising a plurality of test commands;
- creating an agent workstation test case using the one or more input parameters, the agent workstation test case comprising a plurality of agent-customer interactions;
- instantiating a virtual contact center agent and a virtual customer;
- executing the agent workstation test case on a plurality of agent workstations by implementing the plurality of agent-customer interactions between the virtual contact center agent and the virtual customer;
- wherein at least two of the plurality of agent workstations have either different hardware configurations, or have different software installed, or both;
- wherein at least a portion of the runtime commands and parameters come from interactive entry by an analyst using the computing device, the at least portion of the runtime commands allowing manipulation of test cases during execution of the agent workstation test case without modification of the agent workstation test case.
Dependencies are inferred from the claim text.