Stress testing methods for call centers

Abstract

The invention discloses a pressure testing method for a call center. The testing method comprises the following steps: a self-starting business IVR process conducts calling on a configured call-out IVR process; the call-out IVR process executes preset IVR logic, and conducts calling on signaling gateway aiming at the access code of a called system; the signaling gateway analyzes the called number, and routes the calling to a PBX system; the PBX system receives the calling routed by the signaling gateway, conducts analysis again, and then starts the calling to a CIT system; the CIT system generates a corresponding detailed calling list aiming at each route of calling, and transmits the calling to a respond IVR process; the respond IVR process executes IVR logic, takes out corresponding voice file to play, and then executes recording logic; successful and failed recording records are written in a database. According to the pressure testing method, the call center can be simulated relatively truly, and the overall condition of the call center system can be comprehensively and effectively reflected.

Description

technical field [0001] The invention relates to a call center, in particular to a pressure test method for the call center. Background technique [0002] With the continuous expansion of the scale of the service industry, the complexity of the existing call center system has also increased. It is impossible to judge the performance of the system at each traffic stage from the technical proposal and system demonstration. In order to solve these problems, ensure that the system The most effective way is to conduct a large-scale simulated stress test to observe the operation of the system in various call scenarios. [0003] However, it is difficult for this kind of simulated stress test to achieve a more realistic and accurate simulation of the real situation. There are many existing stress testing methods, but these stress testing methods have the following defects: most of the existing stress testing technologies and services rely on third parties, and cannot meet the differ...

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to overcome the defect that the pressure test method in the prior art is difficult to truly and accurately simulate the actual use of the call center and cannot meet the different pressure test requirements of each call center system, and to provide a call center stress test method

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