System and method for integrated CX-AX contact center testing
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.
1. A system for automated and synchronized agent experience-customer experience testing of call center performance and technologies, comprising:
a contact system test engine comprising a memory, a processor, and a plurality of programming instructions stored in the memory thereof and operable on the processor thereof, wherein the programmable instructions, when operating on the processor, cause the processor to:
generate an interaction sequence based at least on a user-provided test definition, wherein the generated interaction sequence comprises at least a tracking identification marker;
compile a customer experience test result report of the interaction sequence as it is received and processed by the agent station including at least the accuracy of responses to the generated interaction sequence and timing information; and
compile an agent experience result report based at least on the timing and performance logs of the agent station;
synchronize data between the agent result report and the customer result report into a synchronized report based at least on the tracking identification marker; and
an agent station comprising a memory, a processor, and a plurality of programming instructions stored in the memory thereof and operable on the processor thereof, wherein the programmable instructions, when operating on the processor, cause the processor to:
receive the interaction sequence and the tracking identification marker as part of an agent experience testing routine; and
process the interaction sequence.
2. The system of claim 1 , wherein the tracking identification marker is a calling line identity requested from a synchronization service.
3. The system of claim 1 , wherein the tracking identification marker is a sequence of dual-tone multi-frequency signaling tones injected by the agent station.
4. The system of claim 1 , further comprising a dashboard server comprising a memory, a processor, and a plurality of programming instructions stored in the memory thereof and operable on the processor thereof, wherein the programmable instructions, when operating on the processor, cause the processor to aggregate synchronized test results.
5. The system of claim 1 , wherein the interaction sequence is a sequence of simulated voice interactions.
6. The system of claim 1 , wherein the interaction sequence is a sequence of email interactions.
7. The system of claim 1 , wherein the interaction sequence is a sequence of web-based chat interactions.
8. The system of claim 1 , wherein the interaction sequence is a sequence of text-based interactions sent through a Short Message Service protocol.
9. A method for automated and synchronized agent experience-customer experience testing of call center performance and technologies, comprising the steps of:
generating an interaction sequence at a call center based at least on a user-provided test definition, wherein the generated interaction sequence comprises at least a tracking identification marker;
receiving the interaction sequence at an agent station, which:
tracks the tracking identification marker as part of an agent experience testing routine; and
processes the interaction sequence;
compiling a customer experience test result report of the interaction sequence as it is received and processed by the agent station including at least the accuracy of responses to the generated interaction sequence;
synchronizing data between the agent result report and the customer result report into a synchronized report based at least on the tracking identification marker; and
compiling an agent experience result report based at least on performance logs of the agent station.
10. The method of claim 9 , wherein the tracking identification marker is a calling line identity requested from a synchronization service.
11. The method of claim 9 , wherein the tracking identification marker is a sequence of dual-tone multi-frequency signaling tones injected by the agent station.
12. The method of claim 9 , further comprising a dashboard server comprising a memory, a processor, and a plurality of programming instructions stored in the memory thereof and operable on the processor thereof, wherein the programmable instructions, when operating on the processor, cause the processor to aggregate synchronized test results.
13. The method of claim 9 , wherein the interaction sequence is a sequence of simulated voice interactions.
14. The method of claim 9 , wherein the interaction sequence is a sequence of email interactions.
15. The method of claim 9 , wherein the interaction sequence is a sequence of web-based chat interactions.
16. The method of claim 9 , wherein the interaction sequence is a sequence of text-based interactions sent through a Short Message Service protocol.