Unified CX-AX Contact Center Testing Engine
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current contact center testing systems fail to integrate customer experience (CX) and agent experience (AX) testing seamlessly, leading to separate and unsynchronized results that hinder comprehensive quality assurance and monitoring.
Innovation Solution
A system and method for integrated CX-AX contact center testing, utilizing a contact system test engine, synchronization service, and agent station to generate and synchronize interaction sequences with identity markers, log performance data, and compile unified reports for end-to-end analysis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If separate test platforms are used for CX and AX testing, then each platform can be optimized for its specific function, but the results cannot be synchronized or compared directly
Solution Approach 1:
The patent merges separate CX and AX testing platforms into a unified testing system that shares common infrastructure including test definition languages, execution engines, and result aggregation mechanisms. This integration allows simultaneous execution of both CX and AX tests with synchronized result collection, eliminating the information loss that occurs when tests run on separate platforms.
Solution Approach 2:
The patent creates a universal testing platform that can execute both CX tests (focusing on customer experience metrics) and AX tests (focusing on agent experience metrics) through a single system. The unified test definition language and execution engine provide multi-functionality, allowing the same infrastructure to support diverse testing objectives while maintaining result synchronizability.
2Adaptability or versatility
If multiple separate testing systems are used, then comprehensive coverage of different testing aspects is achieved, but system complexity increases
Solution Approach 1:
The patent segments the testing system into modular functional components including test definition modules, execution engines, result collection agents, and aggregation services. Each module handles specific aspects of testing (CX or AX) independently but communicates through standardized interfaces, achieving comprehensive testing coverage while managing complexity through modular architecture rather than monolithic separate systems.
Solution Approach 2:
The patent introduces intermediary components such as a unified test definition language and result aggregation service that mediate between different testing functions. These intermediaries standardize communication between CX and AX testing components, allowing comprehensive testing coverage without the complexity of direct integration between multiple separate systems.
3Loss of information
If unified reporting is implemented, then end-to-end analysis is enabled, but integration of different data formats and sources becomes challenging
Solution Approach 1:
The patent transforms diverse test result data from different sources (CX and AX tests) into a unified parameter structure through standardized result schemas. By changing the parameter representation of various test outcomes into a common format, the system enables seamless aggregation and end-to-end analysis without complex custom integration logic for each data source.
Data Source
AI summary
A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.