Patent ID: 9553977
Date: 2017-01-24
CPC Classifications: G10L,H04M

Claim:
1. A method for testing performance of a contact center using virtual agents, the method comprising: defining a behavior profile that specifies behavioral response of a virtual non-human agent to a call to the contact center; importing actual performance data regarding a human agent from a configuration server in a contact center environment to create the behavior profile; logging the virtual non-human agent into a contact center server to respond to calls to the contact center; generating, using a call generator, calls to the contact center to simulate actual inquiries to the contact center; assigning the virtual non-human agent to respond to the generated calls according to the at least one behavior profile; and recording details of calls handled by the virtual non-human agent, wherein the virtual non-human agent simulates the behavior of the human agent and, together with the generated calls, simulates operation of the contact center.