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 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, causes the computing device to:
- retrieve a test case configured to isolate a root cause of a specific error in operation of a contact center, the test case comprising a plurality of components in a chain of known contact center operations associated with the specific error;
- and
- for each of the plurality of components in the chain of known contact center operations associated with the error:
- send an operational instruction to the component;
- receive a response from the component to the operational instruction;
- calculate a time of response to the operational instruction;
- and
- determine whether the component is a root cause of the specific error by evaluating whether its response meets a threshold time of response and whether the response received from the component matches an expected response for that component.
A method for contact center fault diagnostics, comprising the steps of:
- using a diagnostic engine comprising a plurality of programming instructions operating on a computing device to perform the steps of:
- retrieving a test case configured to isolate a root cause of a specific error in operation of a contact center, the test case comprising a plurality of components in a chain of known contact center operations associated with the specific error;
- and
- for each of the plurality of components in the chain of known contact center operations associated with the error, performing the steps of:
- sending an operational instruction to the component;
- receiving a response from the component to the operational instruction;
- calculating a time of response to the operational instruction;
- and
- determining whether the component is a root cause of the specific error by evaluating whether its response meets a threshold time of response and whether the response received from the component matches an expected response for that component.
Dependencies are inferred from the claim text.