Automated Contact Center Workstation Testing via Virtual Agents
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Solution Overview
Problem
Current contact center agent workstation testing tools are inflexible, require significant preplanning, hardware resources, and programming knowledge, and lack the ability to run unobtrusively or provide flexible reporting, making them unsuitable for diagnosing issues during actual call center use.
Innovation Solution
A system and method for automated contact center agent workstation testing with a single interface that automates testing, allocates resources, and pre-loads test payloads, allowing for easy deployment and modification without complex procedures, using a control portal module, test manager, and output module to direct and execute test cases with virtual agents and customers, and present results in customizable formats.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional testing tools are used, then testing can be performed, but the system requires significant preplanning and hardware resources
Solution Approach 1:
The patent uses virtual copies of agents and customers to simulate contact center operations. Instead of requiring physical hardware and complex testing infrastructure, the system creates software-based virtual entities that replicate real-world interactions, eliminating the need for significant hardware resources and preplanning.
Solution Approach 2:
The patent replaces mechanical/testing hardware systems with software-based automation. The testing framework uses software agents and automated scripts to perform testing functions that traditionally required physical testing equipment, human operators, and complex hardware infrastructure.
2Reliability
If traditional testing tools are used, then testing can be performed, but programming knowledge is required to administer them
Solution Approach 1:
The testing system performs self-configuration and self-execution through automated frameworks. The virtual agents and testing infrastructure automatically set up and run tests without requiring administrators to write programming code, making the system easy to operate for non-technical users.
Solution Approach 2:
The patent creates a universal testing platform that handles multiple testing scenarios through a single interface. The system can administer various types of contact center tests (voice, chat, email) using the same automated framework, eliminating the need for specialized programming knowledge for different test types.
3Reliability
If traditional testing tools are used, then testing can be performed, but they lack the ability to run unobtrusively during actual call center use
Solution Approach 1:
The system performs preliminary actions by creating virtual copies of contact center operations that run parallel to actual operations. These virtual testing environments are set up in advance and can execute tests simultaneously with real call center activities without interfering with or being noticed by actual users.
Solution Approach 2:
The patent segments testing operations from actual call center operations by running them in separate virtual environments. This segmentation allows testing to occur concurrently with real operations without interference, as the virtual test agents and customers operate in isolated software environments rather than disrupting actual call flows.
4Reliability
If traditional testing tools are used, then testing can be performed, but they have inflexible result reporting abilities
Solution Approach 1:
The testing system uses dynamic reporting capabilities that can adapt to different user needs. The automated framework generates test results in multiple formats and can dynamically adjust reporting based on what stakeholders require, providing flexible, customizable reports without requiring manual reconfiguration of the testing infrastructure.
Data Source
AI summary
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.