Synthetic Agent WebRTC Testing for Bi-Directional Contact Center Audio
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Solution Overview
Problem
Existing WebRTC testing solutions are limited in scalability and only support one-directional audio quality testing, lacking comprehensive bi-directional testing capabilities for web browsers and contact centers.
Innovation Solution
A system and method utilizing a synthetic software agent with injected API shim code, virtual audio devices, and media servers to control and monitor both send and receive audio channels, enabling bi-directional quality testing of WebRTC sessions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If existing WebRTC testing solutions are used, then one-directional audio quality testing is supported, but bi-directional testing capability is limited
Solution Approach 1:
The testing system is divided into separate testing modules: a first testing module for testing audio quality in a first direction (customer to agent) and a second testing module for testing audio quality in a second direction (agent to customer). This segmentation allows independent optimization and comprehensive coverage of bidirectional communication quality, resolving the limitation of one-directional testing in existing solutions.
Solution Approach 2:
The synthetic agent software serves multiple functions: it acts as both the tested software component and the testing instrument. The agent automation software controls the synthetic agent to perform testing operations, while the injected API shim code intercepts WebRTC API calls to redirect audio streams for analysis. This multi-functionality enables comprehensive bidirectional testing without requiring separate dedicated testing equipment.
2Adaptability or versatility
If large numbers of agents are simulated for testing, then comprehensive coverage is achieved, but computing resources are excessively consumed
Solution Approach 1:
Instead of simulating multiple agents using complex virtual environments, the system uses synthetic agents that replicate agent behavior through automated software scripts. The agent automation software controls these synthetic agents to perform testing operations, creating simplified copies that consume minimal computing resources while still providing comprehensive testing coverage across different scenarios.
Solution Approach 2:
The injected API shim code acts as an intermediary between the WebRTC API calls and the audio processing system. It intercepts API calls to redirect audio streams to the media server for analysis, eliminating the need for complex audio routing infrastructure and reducing computing resource requirements while maintaining comprehensive testing capability.
3Device complexity
If audio streams are processed inside the browser, then simplicity is maintained, but testing control and monitoring capability is reduced
Solution Approach 1:
The audio processing and quality analysis functionality is extracted from the browser and relocated to a separate media server. The injected API shim code intercepts WebRTC API calls and redirects audio streams to the media server for processing. This extraction centralizes testing control and monitoring capability in a dedicated server environment, enabling sophisticated analysis while maintaining relatively simple browser-based client architecture.
Data Source
AI summary
A system and method for bi-directional quality testing of web real-time communications (WebRTC) sessions. In an embodiment, the system and method comprise an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.