Mobile dashboard for automated contact center testing

• US 10,523,604 B2
• Filed: 10/20/2017
• Issued: 12/31/2019
• Est. Priority Date: 12/22/2009
• Status: Active Grant

• Current Assignee: Cyara Solutions Pty. Ltd.
• Original Assignee: Cyara Solutions Pty. Ltd.
• Inventors: Kulkarni, Alok, Willshire, Geoff, Sansom, Gavin
• Primary Examiner(s): Zenati, Amal S
• Application Number:
  US15/789,838
• Publication Number:
  US 20180034754A1
• Time in Patent Office: 802 Days
• Field of Search: 37926502
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
• CPC Class Codes: H04L 41/14 Network analysis or design
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 43/50 Testing arrangements
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/224 providing notification on incoming messages, e.g. pushed notifications of received messages
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/28 Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service

Abstract

A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

Claims

1. A system for a mobile dashboard for automated contact center testing, comprising:

a dashboard server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programmable instructions, when operating on the processor, cause the processor to;

receive system data from a plurality of connected systems, the data comprising at least a test case result from a testing program operated by a contact center system in real-time during actual operations of the contact center;

operate a mobile dashboard application accessible via a network, wherein the mobile dashboard application provides visual indicia to display the test case result, the visual indicia indicating whether the test case result represents a successful test, a failed test, or a satisfactory test with one or more warnings;

present at least a portion of the system data for viewing, by the mobile device, via the mobile dashboard application;

a notification hub comprising at least another processor, another memory, and a plurality of programming instructions stored in the another memory and operating on the another processor, wherein the programmable instructions, when operating on the another processor, cause the another processor to;

receive at least a device identifier from a mobile device via a network;

receive update data from the dashboard server in real-time;

transmit at least a notification to the mobile device in real-time using the device identifier without an active connection from the mobile device to the dashboard server, the notification being based at least in part on the real-time update data received from the dashboard server, and wherein the notification provides a user with an interactive response including an option to take a preconfigured action.

2. The system of claim 1, wherein the notification is transmitted to an external messaging server for routing to a mobile device.

3. A method for operating a mobile dashboard for automated contact center testing, comprising the steps of:

receiving, at a dashboard server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, system data from a plurality of connected systems, the data comprising at least a test case result from a testing program operated by a contact center system in real-time during actual operations of the contact center;

operating a mobile dashboard application accessible via a network, wherein the mobile dashboard application provides visual indicia to display the test case result, the visual indicia indicating whether the test case result represents a successful test, a failed test, or a satisfactory test with one or more warnings;

presenting at least a portion of the system data for viewing via the dashboard application;

receiving, at a notification hub comprising at least another processor, another memory, and a plurality of programming instructions stored in the another memory and operating on the another processor, at least a device identifier from a mobile device via a network;

receiving update data from the dashboard server in real-time; and

transmitting at least a notification to the mobile device in real-time using the device identifier without an active connection from the mobile device to the dashboard server, the notification being based at least in part on the update data received from the dashboard server and wherein the notification provides a user with an interactive response including an option to take a preconfigured action.

4. The method of claim 3, wherein the notification is transmitted to an external messaging server for routing to a mobile device.