System and method for contact center fault diagnostics
AssigneeCyara Solutions Pty Ltd
InventorsMark Ryan, Chris Ryan
Life of this patent
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Abstract
A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.
Claims8
A system for contact center fault diagnostics, comprising:
- a diagnostic engine comprising at least a plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device, wherein the plurality of programming instructions, when operating on the processor, cause the computing device to:
- receive a notification of an error in an operation of a contact center;
- retrieve a plurality of test cases, each test case configured to isolate a root cause of an error in operation of a contact center and comprising:
- a chain of known contact center operations associated with the error;
- a plurality of components in the chain, wherein each of the components is associated with at least one operation in the chain;
- and
- an expected response from at least one component to an operational instruction;
- for each of a plurality of components in a chain of known contact center operations associated with the error:
- send a plurality of operational instructions to the component;
- receive a response from the component to at least one sent operational instruction;
- calculate a time of response to each sent operational instruction;
- and
- determine whether the component is a root cause of the error by evaluating whether its response meets a threshold time of response and whether the response received for the component matches the expected response for that component according to a retrieved test case.
A method for performing contact center fault diagnostics, comprising steps of:
- receiving notification of an error in operation of a contact center, using a diagnostic engine comprising at least a plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device;
- retrieving one or more test cases for the error, using the diagnostic engine;
- for each of a plurality of components in a chain of known contact center operations associated with the error:
- sending a plurality of operational instructions to the component;
- receiving a response from the component to at least one sent operational instruction;
- calculating a time of response to each sent operational instruction;
- and
- determining whether the component is a root cause of the error by evaluating whether its response meets a threshold time of response and whether the response received for the component matches an expected response for that component according to a retrieved test case, using the diagnostic engine.
Dependencies are inferred from the claim text.