US Patent 8625772 Integrated testing platform for contact centres

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.