# US 10,873,546 B2 · System and method for automated contact center agent workstation testing > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,873,546 B2 - Document ID: US10873546B2 - Status: Granted - Kind: B2 - Application number: 16/392,504 - Filed: 2019-04-23 - Published: 2019-12-05 - Granted: 2020-12-22 - Earliest claimed: 2009-12-22 - Assignees: Cyara Solutions Pty Ltd - Applicants: Cyara Solutions Pty Ltd - Inventors: Geoff Willshire - Web page: https://patentgrep.com/patent/US10873546B2 ## CPC - H04L 51/046: Interoperability with other network applications or services - G06F 11/3698: Environments for analysis, debugging or testing of software - H04L 12/4625: {Single bridge functionality, e.g. connection of two networks over a single bridge} - H04L 43/50: Testing arrangements - H04L 43/55: Testing of service level quality, e.g. simulating service usage - H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages - H04L 51/214: using selective forwarding - H04M 3/28: Automatic routine testing {; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor} - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 3/5191: {interacting with the Internet} - H04M 7/0045: {where the text-based messaging service is an instant messaging service} - H04L 41/5083: {wherein the managed service relates to web hosting} - H04L 41/5093: {wherein the managed service relates to messaging or chat services} - H04L 67/02: based on web technology, e.g. hypertext transfer protocol [HTTP] - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## 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. ## Claims ### Claim 1 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. ### Claim 2 (depends on 1) The system of claim 1, wherein the agent workstation operates as a thin client, and the interaction between a system-generated virtual contact center agent and a system-generated virtual customer is assigned to an available virtual headless web browser instance. ### Claim 3 (depends on 1) The system of claim 1, wherein the agent workstation operates as a thick client, and the interaction between a system-generated virtual contact center agent and a system-generated virtual customer is assigned to an available test execution module operating on the agent workstation. ### Claim 4 (depends on 1) The system of claim 1, wherein at least a portion of the input parameters may come from a test command and parameter data store. ### Claim 5 (depends on 1) The system of claim 1, wherein at least two test commands are combined to form more complex, customized test suites where the test control module flags any incompatible combinations should they arise. ### Claim 6 (depends on 5) The system of claim 5, wherein the at least two test commands are combined to form a command macro. ### Claim 7 (depends on 6) The system of claim 6, wherein the command macro is stored for future use. ### Claim 8 (depends on 7) The system of claim 7, wherein at least one stored command macro is graphically represented and selected by a pictogram. ### Claim 9 (depends on 1) The system of claim 1, wherein results from several iterations of at least one test is stored to allow for retrospective analysis of efficiency changes over long periods of time. ### Claim 10 (depends on 1) The system of claim 1, wherein at least one of the input parameters is graphically represented and selected by a pictogram. ### Claim 11 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. ### Claim 12 (depends on 11) The method of claim 11, wherein at least a portion of the input parameters may come from a test command and parameter data store. ### Claim 13 (depends on 11) The method of claim 11, wherein at least two test commands are combined to form more complex, customized test suites where the test control module flags any incompatible combinations should they arise. ### Claim 14 (depends on 13) The method of claim 13, wherein the at least two test commands are combined to form a command macro. ### Claim 15 (depends on 14) The system of claim 14, wherein the command macro is stored for future use. ### Claim 16 (depends on 15) The system of claim 15, wherein at least one stored command macro is graphically represented and selected by a pictogram. ### Claim 17 (depends on 11) The method of claim 11, wherein results from several iterations of at least one test is stored to allow for retrospective analysis of efficiency changes over long periods of time. ### Claim 18 (depends on 11) The method of claim 11, wherein at least one of the input parameters is graphically represented and selected by a pictogram.