System and method for contact center fault diagnostics
A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.
1. A system for contact center fault diagnostics, comprising:
a diagnostic engine comprising at least a plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device, wherein the plurality of programming instructions, when operating on the processor, cause the computing device to:
retrieve a plurality of test cases, each test case configured to isolate a root cause of a specific error in operation of a contact center and comprising:
a chain of known contact center operations associated with the specific error;
a plurality of components in the chain, wherein each of the components is associated with at least one operation in the chain; and
an expected response from at least one component to an operational instruction;
for each of a plurality of components in a chain of known contact center operations associated with the error:
send a plurality of operational instructions to the component;
receive a response from the component to at least one sent operational instruction;
calculate a time of response to each sent operational instruction; and
determine whether the component is a root cause of the specific error by evaluating whether its response meets a threshold time of response and whether the response received from the component matches the expected response for that component according to a retrieved test case.
2. The system of claim 1 , wherein the diagnostic engine and a database comprising test cases are located on or connected as part of a server which connects to a contact center over a network.
3. The system of claim 1 , wherein the diagnostic engine and a database comprising test cases are located on or connected as part of a server which operates within a local network as part of a contact center.
4. The system of claim 1 , wherein the diagnostic engine and a database comprising test cases are located on separate servers or computing devices that are separate from each other.
5. A method for contact center fault diagnostics, comprising the steps of:
retrieving one or more test cases for a specific error in contact center operations, using a diagnostic engine;
for each of a plurality of components in a chain of known contact center operations associated with the specific error:
sending a plurality of operational instructions to the component;
receiving a response from the component to at least one sent operational instruction;
calculating a time of response to each sent operational instruction; and
determining whether the component is a root cause of the error by evaluating whether its response meets a threshold time of response and whether the response received for the component matches an expected response for that component according to a retrieved test case, using a diagnostic engine.
6. The method of claim 5 , wherein the diagnostic engine and a database comprising test cases are located on or connected as part of a server which connects to a contact center over a network.
7. The method of claim 5 , wherein the diagnostic engine and a database comprising test cases are located on or connected as part of a server which operates within a local network as part of a contact center.
8. The method of claim 5 , wherein the diagnostic engine and a database comprising test cases are located on separate servers or computing devices that are separate from each other.