| 摘要 |
INTERGRATED TESTING PLATFORM FOR CONTACT CENTRES Abstract A contact centre (120) is desirably tested for operating performance by simulating calls in the contact centre (120) in an automated manner. Simulation of calls is achieved with the use of virtual agents that mimic the behaviour of human agents that ordinarily deal with caller enquiries in a contact centre (120). A set of virtual agents, which can mirror their 10 human counterparts, can be generated and assigned activities and behaviours that simulate the behaviour of human agents. These virtual agents can thus be enlisted in testing campaigns placed within the contact centre (120), and assigned to answer calls as if they were in fact human agents, in accordance with the usual operation of the contact centre environment. Agent 150 User +*- F Web User Portal10 100,1,Platform 160 Genesys T-server 140vI Agents Genesys Routing Layer Agents 150 I Agents Genesys Configuration Layer |
