System and method for automated thin client contact center agent desktop testing
A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal 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.
1. A system for automated virtualized contact center testing, comprising:
a control portal module stored in the memory of and operating on a processor of a computing device and configured to:
load a contact center configuration representing a contact center the contact center configuration comprising a plurality of agent workstations;
accept interactive runtime commands directing the operation of a test of the contact center; and
receive and display results of test operations performed by a web-based thin client test module; and
a web-based thin client test module stored in the memory of and operating on a processor of a computing device and configured to:
receive the interactive runtime commands;
connect to a plurality of agent workstations at the contact center, each agent workstation being configured to utilize a web-based thin client customer relationship management solution;
instantiate on each agent workstation a plurality of instances of a software testing package running on a headless web browser, the software testing package being configured to receive communications from a virtual customer of the contact center and record a response time of the web-based thin client customer relationship management solution, the number of instances of the software testing package being determined by the interactive runtime commands;
create one or more instances of a virtual customer, the number of instances determined by the interactive runtime commands;
run test operations indicated by the interactive runtime commands on each instance of the software testing package, the test operations comprising call center interactions between a virtual customer and an agent workstation utilizing the web-based thin client customer relationship management solution; and
return results of the test operations to the control portal.
2. The system of claim 1 , wherein at least a portion of the runtime commands may come from a test command data store.
3. The system of claim 1 , wherein at least two runtime commands are strung together to form more complex, customized test suites where the test control module flags any incompatible combinations should they arise.
4. The system of claim 1 , wherein results from several iterations of at least one test is stored to allow for retrospective analysis of efficiency changes over long periods of time.
5. The system of claim 1 , wherein at least one of the runtime commands is graphically represented and selected by a pictogram.
6. A method for virtualized contact center testing, comprising the steps of:
loading a contact center configuration representing a contact center the contact center configuration comprising a plurality of agent workstations;
accepting interactive runtime commands directing the operation of a test of the contact center;
connecting to a plurality of agent workstations at the contact center, each agent workstation being configured to utilize a web-based thin client customer relationship management solution;
instantiating on each agent workstation a plurality of instances of a software testing package running on a headless web browser, the software testing package being configured to receive communications from a virtual customer of the contact center and record a response time of the web-based thin client customer relationship management solution, the number of instances of the software testing package being determined by the interactive runtime commands;
creating one or more instances of a virtual customer, the number of instances determined by the interactive runtime commands;
running test operations indicated by the interactive runtime commands on each instance of the software testing package, the test operations comprising call center interactions between a virtual customer and an agent workstation utilizing the web-based thin client customer relationship management solution; and
receiving and displaying results of test operations.
7. The method of claim 6 , further comprising the step of retrieving a portion of the runtime commands from a test command data store.
8. The method of claim 6 , wherein at least two runtime commands are strung together to form more complex, customized test suites where the test control module flags any incompatible combinations should they arise.
9. The method of claim 6 , further comprising the step of storing results from several iterations of at least one test to allow for retrospective analysis of efficiency changes over long periods of time.
10. The method of claim 6 , further comprising the step of representing at least one of the runtime commands graphically and allowing selection using a pictogram.