Integrated testing platform for contact centres

• US 8,625,772 B2
• Filed: 12/22/2009
• Issued: 01/07/2014
• Est. Priority Date: 12/22/2009
• Status: Active Grant

• Current Assignee: Cyara Solutions Pty. Ltd.
• Original Assignee: Cyara Solutions Pty. Ltd.
• Inventors: Kulkarni, Alok
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US12/644,343
• Publication Number:
  US 20110150189A1
• Time in Patent Office: 1,477 Days
• Field of Search: 379/265.06
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A contact center (120) is desirably tested for operating performance by simulating calls in the contact center (120) in an automated manner. Simulation of calls is achieved with the use of virtual agents that mimic the behavior of human agents that ordinarily deal with caller enquiries in a contact center (120). A set of virtual agents, which can mirror their human counterparts, can be generated and assigned activities and behaviors that simulate the behavior of human agents. These virtual agents can thus be enlisted in testing campaigns placed within the contact center (120), and assigned to answer calls as if they were in fact human agents, in accordance with the usual operation of the contact center environment.

Claims

1. A method for testing performance of a contact centre using virtual agents, the method comprising:

defining at least one behaviour profile that specifies behavioural response of a virtual agent to a call to the contact centre;

importing actual agent details from a configuration server in a contact centre environment to create the at least one behaviour profile;

registering at least one virtual agent into a contact centre server to respond to calls to the contact centre;

generating, using a call generator, calls to the contact centre to simulate actual enquiries to the contact centre;

assigning the at least one virtual agent to respond to the generated calls according to the at least one behaviour profile; and

recording details of calls handled by the at least one virtual agent, wherein the at least one virtual agent simulates the behaviour of an actual agent and in concert with the generated calls simulates operation of the contact centre.

2. The method of claim 1, wherein the at least one behaviour profile includes at least one activity to be performed by the at least one virtual agent.

3. The method of claim 2, wherein the at least one activity includes maximum and minimum durations.

4. The method of claim 1, wherein the at least one virtual agent is based upon actual agents profiled in a contact centre environment.

5. The method of claim 1, further comprising the step of creating the at least one virtual agent for a contact centre environment based upon at least one actual agent registered in a contact centre environment.

6. The method of claim 1, further comprising the step of scheduling a campaign of calls to generate the calls to the contact centre.

8. The method of claim 1, wherein the at least one virtual agent handles calls according to a schedule of the at least one behaviour profile.

7. A method for testing performance of a contact centre using virtual agents, the method comprising:

defining at least one behaviour profile that specifies behavioural response of a virtual agent to a call to the contact centre;

registering at least one virtual agent into a contact centre server to respond to calls to the contact centre;

generating, using a call generator, calls to the contact centre to simulate actual enquiries to the contact centre;

assigning the at least one virtual agent to respond to the generated calls according to the at least one behaviour profile; and

recording details of calls handled by the at least one virtual agent, wherein the at least one virtual agent simulates the behaviour of an actual agent and in concert with the generated calls simulates operation of the contact center;

wherein the generated calls are scheduled for a predetermined time, interval and volume.