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 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, causes the computing device to:
retrieve a test case configured to isolate a root cause of a specific error in operation of a contact center, the test case comprising a plurality of components in a chain of known contact center operations associated with the specific error; and
for each of the plurality of components in the chain of known contact center operations associated with the error:
send an operational instruction to the component;
receive a response from the component to the operational instruction;
calculate a time of response to the 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 an expected response for that component.
2. The system of claim 1 , wherein the diagnostic engine is 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 is 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 is 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:
using a diagnostic engine comprising a plurality of programming instructions operating on a computing device to perform the steps of:
retrieving a test case configured to isolate a root cause of a specific error in operation of a contact center, the test case comprising a plurality of components in a chain of known contact center operations associated with the specific error; and
for each of the plurality of components in the chain of known contact center operations associated with the error, performing the steps of:
sending an operational instruction to the component;
receiving a response from the component to the operational instruction;
calculating a time of response to the operational instruction; and
determining 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 an expected response for that component.
6. The method of claim 5 , wherein the diagnostic engine is 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 is 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 is located on separate servers or computing devices that are separate from each other.