System and method for automated end-to-end web interaction testing

Patent metadata

Field	Value
Publication number	US-11265272-B2
Application number	US-202016877867-A
Country	US
Kind code	B2
Filing date	May 19, 2020
Priority date	Dec 22, 2009
Publication date	Mar 1, 2022
Grant date	Mar 1, 2022

Abstract

A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

First claim

What is claimed is:

1. A system for automated end-to-end web interaction testing, comprising:
a system for managing automated testing of a production communication environment during operation with a plurality of test interactions, including an interaction server configured to simultaneously manage interactions with both live customers and test cases, comprising at least a memory, a processor, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the processor, upon operating the programming instructions, cause the processor to:
receive, from a user device, a campaign-based test configuration comprising at least a plurality of stored test cases configured to test a particular aspect of the production communication environment;
create a plurality of headless browsers for executing the plurality of test interactions, the test interactions based on the test cases in the campaign-based test configuration;
execute the plurality of test interactions, the test interactions directed, by the headless browsers, towards a plurality of web interfaces operating as virtual agents;

classify the plurality of test interactions as corresponding either to a live customer interaction or to a test case, using the interaction server, to ensure boundary enforcement, the boundary enforcement preventing overlap between the test interactions and a plurality of production interactions, the plurality of production interactions associated with the operation of the production communication environment;
route live customer interactions to real agents and route test case interactions to virtual agents using the interaction server;
generate a response for each web request received by one of the plurality of virtual agents; and
log a plurality of test results, the test results based on the response to each web request.

2. The system of claim 1 , wherein at least a portion of the plurality of stored test cases comprises programmatic instructions for a headless web browser.

3. A method for automated end-to-end web interaction testing using a system for managing automated testing of a production communication environment during operation with a plurality of test interactions, including an interaction server configured to simultaneously manage interactions with both live customers and test cases using an integration server, comprising the steps of:
receiving, from a user device, a campaign-based test configuration comprising at least a plurality of stored test cases configured to test a particular aspect of the production communication environment;
creating a plurality of headless browsers for executing the plurality of test interactions, the test interactions based on the test cases in the campaign-based test configuration;
executing the plurality of test interactions, the test interactions directed, by the headless browsers, towards a plurality of web interfaces acting as virtual agents;
classifying, using the interaction server, the plurality of test interactions as corresponding either to a live customer interaction or to a test case to ensure boundary enforcement, the boundary enforcement preventing overlap between the test interactions and a plurality of production interactions, the plurality of production interactions associated with the operation of the production communication environment;
using the interaction server, routing live customer interactions to real agents and routing test case interactions to virtual agents;
generating a response for each web request received by one of the plurality of virtual agents; and
logging a plurality of test results, the test results based on the response to each web request.

4. The method of claim 3 , further comprising the step of logging output data from a previous step into a database for future reference.

Assignees

• Cyara Solutions Pty Ltd

Inventors

• Kulkarni Alok
• Willshire Geoff

Classifications

• H04M3/323 Primary

  for the arrangements providing the connection (test connection, test call, call simulation) · CPC title

• H04L43/55

  Testing of service level quality, e.g. simulating service usage · CPC title

• H04L51/214

  using selective forwarding · CPC title

• H04L41/5083

  wherein the managed service relates to web hosting · CPC title

• H04L41/5093

  wherein the managed service relates to messaging or chat services · CPC title