CN105637812A - System and method for automated chat testing - Google Patents

Abstract

A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, "chat cruncher", contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

Description

System and method for the chat detection of automatization

The cross reference of related application

The application is the U.S. Patent Application Serial Number 14/141 being entitled as " system and method detected of chatting for automatization " in December in 2014 submission on the 27th, the PCT application of 424 and require its priority, this application (14/141, 424) it is the U.S. Patent Application Serial Number 13/936 being entitled as " system and method detected of chatting for automatization " submitted on July 6th, 2013, the continuation application of 186, this application (13/936, 186) it is the U.S. Patent Application Serial Number 14/140 being entitled as " system and method detected of chatting for automatization " in December 24 submission in 2013, the part continuation application of 449, this application (14/140, 449) be on July 6th, 2013 submit to be entitled as " for automatization chat detection system and method " 13/936, the continuation application of 147, and it is in the U.S. Patent Application Serial Number 12/644 being entitled as " the integrated detection platform for liaison centre " of December in 2009 submission on the 22nd, the part continuation application of 343, and it is the U.S. Patent Application Serial Number 13/567 being entitled as " system and method for the amendment of automatization of the speaker verification under voice biological recognition system environment and improvement " submitted on August 6th, 2012, the part continuation application of 089, the description of every part of application is fully incorporated in the application by way of reference. the application also requires in the U.S. Patent Application Serial Number 14/140 being entitled as " for the system and method that the voice quality of automatization detects " that December in 2013 is submitted on the 25th, the priority of 470, this application (14/140, 470) it is that submits to be entitled as the 13/936 of " for the system and method that the voice quality of automatization detects " on July 6th, 2013, the continuation application of 183, this application (13/936, 183) it is in the U.S. Patents Serial numbers 12/644 being entitled as " the integrated detection platform for liaison centre " of December in 2009 submission on the 22nd, the part continuation application of 343, and it is the U.S. Patent Application Serial Number 13/567 being entitled as " system and method for the amendment of automatization of the speaker verification under voice biological recognition system environment and improvement " submitted on August 6th, 2012, the part continuation application of 089, the entire disclosure of every part of application is fully incorporated in the application by way of reference.

Background technology

Technical field

The present invention relates to the field that liaison centre runs, and more particularly, relate to the field of the Aulomatizeted Detect of client interactive software system based on chat.

Prior art

Running field in liaison centre, traditionally, the communication between succedaneum and client is undertaken by voice-based system, for instance, black phone or the networking telephone (VoIP) system. But, more multicenter starts to provide extra text based communication, for instance, the chat software based on the Internet common in prior art, with service better may not or without wishing to the client utilizing voice to connect. The Common examples of this respect is the client that the line directory by company's site browses. In this case, client is likely to product is had a question, and client and company both sides can include in webpage easily chat interface and be benefited, thus allowing client directly communicating with succedaneum while their computer browses line directory easily. This allows more convenient and communication at a high speed, carrys out contact agent person without interactive voice recognition (IVR) system used based on phone or the waiting agents person that stands in a long queue becomes idle. This also allows for more flexible communication, for instance, it is possible to browse the client of line directory in the Internet bar or similar public place, they cannot use phone in this local possibly or may not want that others hears their talk.

This change according to liaison centre's method, it will be apparent that be, it is necessary to the problem that the system based on chat is likely to affect customer interaction with the reliability service and solution guaranteeing liaison centre is also assessed in detection, for instance, the chat sessions freezed or File Transfer delay. It is to be understood that, this detection system should also be as adapting to various end points, for instance, the chat interface in embedded web page, run special chat software on a personal computer or mobile chat application, and do not affect the reliability of testing result and do not ask for help as mutual or amendment.

Prior art exists the detection method for voice communication, but it is to be understood that these methods can not be transformed into text based system well. In addition, despite the presence of currently existing technology implements chat detection system, but these system requirements detection succedaneum is alternately to run, this introduces new problem, the such as extra charge of time of relating to and manpower in detection, it is possible to affect the mistake factor of the reliability of detection protocol and relevant to manual operation various inconsistent.

Need a kind of for based on chat communication flexibly and the detection scheme of extendible automatization, the program can with production environment parallel running, and do not affect ongoing customer interaction, and various end points and infrastructure enforcement can be adapted to when not negatively affecting detection reliability.

Summary of the invention

Therefore, inventor have contemplated that in a preferred embodiment of the invention and try out a kind of for automatization chat detection method and for implementing the optimum decision system of this method, described method is not rely on concrete chat software or end points, and is extendible to adapt to various enforcement framework.

According to a preferred embodiment of the invention, disclose the system of a kind of chat detection for processing automatization of liaison centre, including detection case management (TCM) platform, " chat processes system (chatcruncher) ", liaison centre's manager (CCM), chat grader and desktop automatization engine (DAE). According to embodiment, TCM platform can present network graphic user interface for setting up and managing detection case and check that result is reported, as Fig. 6 and Fig. 7 illustrates in detail. These functions can allow user to input additional detected agreement, check the result formerly detected, check detection when detection is run for analyzing in real time and run test results report (such as such as, for backup purpose, select concrete report and output them into data base or other storage mediums). " chat process system " according to embodiment can process loading and the execution of detection case, include, but is not limited to following functions, such as, generate simulation customer traffic and detect the various chat end points (such as such as, the embedded chat interface in webpage) for customer experience and process the automatization of load detecting by changing the flow generated. CCM system can be simulated succedaneum's activity and perform the liaison centre's function simulating customer traffic about processing system from chat, and can to replicate actual succedaneum movable by directly running the chat server utilized by liaison centre, thus also comprising the detection to existing center framework, such as, chat server, cti server or other internal parts. Should be appreciated that these embodiments do not rely on any specific existing parts or structure, be therefore easy to be extended to various liaison centres infrastructure. Chat grader can be implemented according to embodiment and with the character according to them chat is divided into alternately simulation that detection system runs is mutual or actual client-succedaneum is mutual. So, chat grader may be used for the border between detection environment and production environment in strengthening liaison centre, thus allow to run detection when not affecting center performance and customer experience simultaneously. DAE system can be used directly to run succedaneum's desktop environment according to embodiment, but not with chat server direct interaction, thus increase detection succedaneum experience function. Therefore, single exemplary detection case can perform to internal contact center system (such as cti server as above or chat server), succedaneum's desktop software, Inbound traffic management and loading processing and by the detection of the customer experience of the mutual end points of various chats and the overall router efficiency of the request of all execution, and then storage detects case result data and is used for checking and analyzing. It will be appreciated by those skilled in the art that described preferable configuration is illustrative of and alternative constructions according to the present invention is feasible, owing to this area continues to develop new function, suitable detection protocol can be implemented within the scope of the invention.

Another preferred embodiment according to the present invention, a kind of method disclosing chat detection for automatization. According to embodiment, in the initial step, start to detect case. This can as automatization's tasks carrying, for instance, the event of plan or periodically or a part for the routine run when meeting some condition. This can also be triggered by artificial mutual alternately through TCM platform, for setting up and performing for detecting specific features or process or performing " by test run " of new detection case before it is configured to automatically run and be likely to the self-defined detection case of needs. When performing detection case, setting up multiple virtual client and succedaneum, these virtual clients and succedaneum are used as the end points of chat detection. The method detects each system related in chat process when detection runs in the dark. The result that virtual client and succedaneum set up can be stored in Test database or the storage of class likelihood data, these Test databases or similar data storage may be located at the part locally as liaison centre's infrastructure or can be any one of various remote medium storage, such as, the high in the clouds memorizer that liaison centre is long-range and is accessed it is positioned at by the Internet or other data networks. The data of storage can be subsequently used to produce the detailed report for checking testing result, and this report can also store for later retrieval then. Then, specifically detecting case according to what be carrying out, one or more virtual clients initiate chat sessions. This session initiation request can pass through the Internet or other data networks send, and carries out the process similar with the actual inbound request from client. In order to the border strengthened in liaison centre and prevent detection case impact run, it is possible to implement chat grader with analyze through the chat request at center and they are taken the circumstances into consideration " labelling " become with detect case relevant. So, detection data can not interfere liaison centre run (such as, send virtual client request to actual succedaneum or by detect data be shown to client) when according to similar approach arrival actual customer interaction. Skilled artisan would appreciate that, this step can be optional, because and not always need with normal center run side by side run detection such as, when the automated system notifying client runtime processes Inbound traffic and does not have flow through center, it is possible to run detection beyond the operation time at center. Furthermore, can record data store from the data of this step gained to use in report. After session has been initiated and has been optionally passed through classification, according to the detection case the being currently running person that can start virtual protocol response, (method described herein does not adopt specific script with suitable chat sessions, should be appreciated that these detection cases are likely to vary considerably). Client and succedaneum, according to detection exchange chat messages, correspondingly record result, and alternatively, CCM platform can be mutual with succedaneum's desktop so that detection succedaneum experiences and detects the operation of liaison centre's software. This succedaneum's desktop can be the physical computer work station running succedaneum's desktop environment software, or it can be the virtual desktop run in the detection system being absent from physical computer. Record from the mutual result of succedaneum's desktop (if any), and the data of final all records arrange in result report when completing detection case.The report of gained can be stored for retrieving subsequently, and can make from TCM platform as seen for customer analysis. So, the result from previous detection is the detection in the available any future making user can optimize the graphical interfaces from TCM platform.

According to a further advantageous embodiment of the invention, disclosing a kind of for audio frequency quality of connection carries out Aulomatizeted Detect the system given a mark, described system includes multiple end points simulator and calling engine. according to embodiment, system element can be implemented together with existing liaison centre framework, all such as (e.g.) can operational network interface or browser set up for calling simulation the webserver, for instructing the gateway of calling in liaison centre or other data (such as, router or sip server) or data network (such as, the Internet or other networks). according to embodiment, the webserver may be coupled to set up calling simulation on calling engine, and this calling simulation can utilize existing audio sample (hereinafter referred to as " reference audio ") can run manually or automatically for this process of testing goal. then calling engine can simulate client and generate inbound call request to liaison centre, by Public Switched Telephone Network (PSTN) or the Internet or be likely to be suitable for analog network phone (VoIP) and call mutual other data networks and send audio frequency or other data. in liaison centre, end points manager can be similarly connected on the webserver, is used for utilizing reference audio to set up calling simulation, to simulate the succedaneum's participation in customer interaction. end points simulator can be similarly connected on the existing parts of liaison centre's framework, include, but is not limited to elements below, such as, can instruct calling to they suitable destinatioies (such as, strengthen border make simulation mutual not with actual liaison centre activity overlapping, otherwise the performance of liaison centre or customer experience are had adverse effect potentially) router, audio detection result can be stored or from the data base of other data of simulation or other storage mediums, or call classification device, described call classification device can check through the audio frequency of liaison centre or other flows and determine whether these data have the character of reality or simulation, simulation is made not run overlapping with liaison centre thus being again easy to strengthening border. it will be understood by those within the art that, this system has design flexibility, and go for any one of various existing liaison centre framework according to the present invention, because this system does not rely on the concrete liaison centre's parts except the liaison centre's parts claimed.

In another preferred embodiment of the invention, a kind of method for audio quality is carried out Aulomatizeted Detect or marking is disclosed. According to embodiment, it is possible to use reference audio is set up calling simulation in end points simulator by socket and is used for simulating liaison centre succedaneum and receives alternately from client. In calling engine, the similar calling simulation with reference audio can be set up by socket, use liaison centre to initiate calling for analog call person so that mutual with succedaneum. Should be appreciated that according to the present invention, it can be process or both some combinations (such as, manually setting up calling simulation, be then set to and run with the interval of plan) manually or automatically that process is set up in this calling simulation. For caller simulation reference audio may then pass through existing passage (such as, PSTN or data network, for instance can be the Internet when voip call simulate) from call engine be sent to liaison centre's environment. In liaison centre, router or gateway can be implemented suitably to distribute the calling come in and to guarantee that the analog call from calling engine is sent to suitable end points, that is, the actual liaison centre succedaneum of the callings from actual client to be received such as being likely to it is not sent to. When end points simulator receives the audio frequency come in from calling engine route, the quality of the audio frequency that then end points simulator can be measured into and correspondingly generate score or grading, thus simulating the appreciable audio quality of liaison centre succedaneum receiving calling. This score can be stored in the data base in liaison centre or in other storage mediums for checking and further action. Then end points simulator can use reference audio as response, and this reference audio is sent back to calling engine via existing passage as above (such as, router or PSTN or the Internet or other networks) alternatively. When audio frequency arrives calling engine, it is possible to similarly quality measured and give a mark, thus suitably simulation client is at period appreciable audio quality mutual with liaison centre succedaneum. Calling simulation can optionally pursue with in the following manner, reference audio sample is sent and further for the measurement of corresponding quality or marking between calling engine and end points simulator, until terminating calling simulation wittingly or terminating calling simulation due to mistake or fault (such as going offline) (then can record further in data base or other storage mediums for detection and analysis purpose).

According to another embodiment of the invention, disclosing the system that a kind of audio quality for automatization detects, described system farther includes multiple audio frequency and generates equipment. According to embodiment, multiple audio frequency generate equipment and can detect the element of system as automated audio in liaison centre and implement, and then this element can be connected to succedaneum's equipment, for instance, hand receiver or head phone. During previously described audio detection simulation, when reference audio will send from end points simulator to respond the audio frequency from calling engine reception, audio frequency generation this reference audio of device plays can be passed through and make in the equipment of succedaneum except the audio quality on detection liaison centre framework, also allow for the detection (for example, it may be possible to being easy to any audio quality loss determined owing to low quality or defective succedaneum's earphone cause) of succedaneum's hardware. Should be appreciated that the character of this structure can be variable, and if implement multiple audio frequency generation equipment, they can be connected to various succedaneum's hardware, for instance, other equipment of hand receiver, head phone or any combining form. So, this system can be easily adaptable various existing liaison centre framework and succedaneum's hardware technology, and system can be easily adaptable this framework, or technology can change (such as, when the head phone of succedaneum is escalated into different models by liaison centre). It should be further appreciated that, audio frequency generates the enforcement of equipment need not use actual succedaneum's work station, according to embodiment, succedaneum's hardware and audio frequency generate equipment can be connected to liaison centre's framework with any structure, such as, liaison centre by utilize with server connect on various succedaneum's hardware or be suitable for simulate succedaneum's work station similar computing hardware specific room can be exclusively used in succedaneum's hardware detection so that the impact that the environment of actual succedaneum's work station can not be examined. So, when do not interfere liaison centre to run and do not reduce for the quantity of physical agents person's work station that can use can run detection equipment.

According to another embodiment of the invention, disclosing the system that a kind of audio quality for automatization detects, described system farther includes multiple head and torso simulator (HATS) equipment. According to embodiment, HATS equipment can be configured to the physique of simulation human body and/or the copy of acoustic characteristic or " copying " trunk. This equipment can be combined use with the system detected for the audio quality of automatization as previously mentioned, and in order to generate in the way of being very similar to actual succedaneum and/or receive audio frequency, it is possible to comprise audio frequency that is integrated with HATS equipment as previously mentioned or that be removably attached on HATS equipment and generate equipment. In such configuration, when end points simulator receives reference audio, reference audio can pass through succedaneum's hardware (such as, head phone) transmission, and then can by integrated with HATS equipment or be removably attached to audio sensor on HATS equipment and receive, this head phone can be placed on HATS equipment. Can then proceed in previously described mode audio quality is given a mark, and new reference audio may then pass through audio frequency that is integrated with HATS equipment or that be removably attached on HATS equipment and generates device transmission to simulate succedaneum's sounding, then succedaneum's hardware is (such as, hand receiver or head phone) can Receiving Agent person's sounding, for the calling engine being transmitted back to as previously mentioned. So, audio detection can comprise the detection of succedaneum's hardware now according to the practical use of human agent person, consequently facilitating the actual liaison centre of more thoroughly and accurately detecting and more relevantly simulate of succedaneum's hardware and customer experience runs. It is to be understood that, this structure need not use physical agents person's work station, and HATS equipment can use together with other elements with any configuration so that the flexible configuration of any liaison centre framework can be easily adaptable, and it is applicable to the contingent change of this framework. So, can perform to utilize the detection of HATS equipment when not affecting liaison centre and running or reduce the quantity of available physical agents person's work station.

According to another embodiment of the invention, can for pressure detecting, function, reliability, response time or other the useful detection tolerance detections software front end based on chat so that before implementing in actual liaison centre runs, specific front end applications can be detected. According to embodiment, detection method can allow to use various third party or outer front end software so that can utilize single detection system as required together with any front-end software. As such, it is possible to for the front end that is new or that substitute of the feasibility detection in true or simulated conditions to verify they functions before deployment. According to embodiment, the feature intrinsic based on the Internet or similar Internet protocol (IP) network can be utilized so that system is run, such as, use HTTP file header (this is the key feature of the packet sent by this communication network) to identify chat behavior or parameter, or the chat server that uses in the detection is (namely to use well-designed URL to identify, chat front end can ask concrete URL in case with detection server interaction, rather than be connected to telephone number). By so utilizing file header, it is possible to making decision based on information (such as how routeing chat request) in the file header received, it is mutual to process, and does not increase special space in itself in front end. This function can be utilized by the basic technical features utilizing all of IP-based communication intrinsic so that detection can be used in various network, and not require suitable function is utilized specifically to detect network. So, detection can utilize external connection, such as, it is positioned at the software element of long-range liaison centre succedaneum or the person of acting as agent or client, and identical network can be utilized (namely, the Internet), client can pass through this network for their mutual (contrary with the detection carried out on the internal network in liaison centre) with liaison centre. Should be appreciated that by making in this way, detection can utilize identical technology element as actual client, thus relevantly replicating the actual motion condition that liaison centre's chat is mutual.

The extension run as utilizing existing communication technology to be easy to, detection system can be run across external connection (such as, mutual by the remote chat front end of the Internet or similar data communication network). So, detection system can utilize actual client possibly also with real network connect, physical hardware or position, thus increasing the dependency of testing result. In addition, this function allows to use the distributed liaison centre succedaneum run by high in the clouds or remote front-end, the common constitution that high in the clouds or distributed liaison centre run in this area, and can be mutual with center detection system when not needing any particular arrangement or hardware. So, remote agent person can utilize they existing hardware or similar chat front end while utilizing the repertoire of end-to-end detection system. Additionally, distributed agent person can participate in Aulomatizeted Detect, for instance, predetermined chat detection is mutual, for instance, it is possible to it is used for loading detection to guarantee specific connection, or front end is sufficiently robust to process the mutual traffic level of actual motion. Use additionally can be periodicity or the random detection of succedaneum and front end thereof, can be initiated periodically or random detection by the detection system of simulation customer interaction, such as the concordance to perform to be periodically detected and guarantee liaison centre is run, and (taking the circumstances into consideration) guarantees to run (such as continuously when changing in center or detection system, when changing configuration, it is possible to initiate batch detection to guarantee to run).

Additionally, according to embodiment, chat can utilize multiple communication technology (such as, physical connection, the Internet based on cable or optical fiber connect, cellular communications networks or other communication technologys) along the arbitrfary point connected or in any time of mutual period alternately. Can simultaneously or sequentially or utilize these technology according to random or configurable pattern. As such, it is possible to any communication technology that detection can utilize in mutual period, so that it is guaranteed that detection can completely include any feasible situation that client-succedaneum is mutual.

Except running detection case in actual technology as above or network, it is mutual with the client-succedaneum accurately stating reality that these detection cases also should detect and measure key metrics or test function. such as, detection case can be measured and be connected to chat server or the second chat participant (such as, liaison centre succedaneum) time, (namely waiting agents person's " pickup " also adds mutual the spent time, " retention time " measures, because it relates to mutual based on what chat), etc. text to be received or etc. response to be sent (such as, for simulating the client of input problem, or search information with formulates reply succedaneum) time, Response to selection string is with the time returning to client (or simulation client) or other functions that can detect when being independent of any specific front end. in addition, because client or other participants can use the different front end applications with different processes or function, the intrinsic basic software element of detection system should process from the request of front end in compatible mode and will be sent to the output of process of front end, regardless of whether the specific software application being currently in use. so, detection scheme can expand to various substantial amounts of front ends TALKER when not weakening function.

In addition, detection system can utilize " activity " function such as to select or the configuration detection process for running, such as, select to run what script, send what string, as the waiting time these variablees value and it may be desirable to be stored in the future with reference to or other configurations of using. It addition, when running detection activity, it is possible to report or record are about specific movable result so that when checking testing result, movable configuration can be able to be used together with the execution result before this of this activity. So, can both configure the scheduling or periodically (" when " detection run) of detection, configuration controls the configuration parameter that specific detection runs again, such as variable waiting time, the network that will detect, send the mutual border to what succedaneum, detection mistake or other operational factors of detection, or how to report testing result (detection " how " run). As such, it is possible to configure various detection and detection type, and changed by the activity of edit and storage but not the independent detection of manual configuration or keep configuring. In addition, activity can be linked the detection method to provide layering such as, if " detection activity A " returns the result in some border, then runs " detection activity B ", if but " A " returns the result outside these borders, then run " detection mobile C ". So, entirely autonomous detection system may be configured to go for the operation of himself, and when conventional operation is configured to unsupervised carry out, just needs artificial the interference to change active configuration. It is to be understood that, this method can also make interactive report (such as, compile and send the result to the activity of suitable each side (such as, if be detected that hardware fault, just remind IT personnel)) probability undetermined, and these reports can link to activity or even perform specific detection to increase dependency and the availability of the content reported. It should be further appreciated that, by making these report behaviors be combined (such as with previously described detection method, utilize the HTTP file header in communication or other embedded datas), report can not only display system run, and show that mutual " eyes of client " visual field is namely, what client sees in mutual period or what experiences, for instance, long response time forms succedaneum. So, detection can be even more relevant and can find out during traditional detection is run and be likely to non-produced problem and continue examples detailed above, and client is likely to show in mutual period in detection system experienced response time slowly when the quickly response of true or simulation succedaneum. This finds out the problem of (such as) connectivity or hardware during may be used for the communication path between client and succedaneum, consequently facilitating the aggregate efficiency of more accurate system diagnostics and operation.

Accompanying drawing explanation

Accompanying drawing describes several embodiments of the present invention and explains the principles of the invention according to embodiment together with description. It would be recognized by those skilled in the art that in accompanying drawing, the specific embodiment of diagram is merely exemplary, and be not intended to limit the scope of the present invention.

Fig. 1 be a diagram that the block diagram of the exemplary hardware architecture of the computing equipment used in embodiments of the invention.

Fig. 2 be a diagram that the block diagram of example logic framework for client device according to an embodiment of the invention.

Fig. 3 be a diagram that the block diagram that the exemplary architecture of client, server and external service according to an embodiment of the invention is arranged.

Fig. 4 be a diagram that the block diagram of the exemplary system architecture of the chat detection for automatization integrated with tradition liaison centre parts according to a preferred embodiment of the invention.

Fig. 5 is the block diagram of the method for the chat detection for automatization according to a preferred embodiment of the invention.

Fig. 6 is the diagram at detection case creation interface according to a preferred embodiment of the invention.

Fig. 7 is the diagram of testing result summary interface according to a preferred embodiment of the invention.

The block diagram of the example system that the voice quality for automatization according to a preferred embodiment of the invention that be a diagram that Fig. 8 detects.

Fig. 9 is the block diagram of the method that the voice quality for automatization according to a preferred embodiment of the invention detects.

The block diagram of the system that the voice quality for automatization comprising speech production equipment according to an embodiment of the invention that be a diagram that Figure 10 detects.

Figure 11 is the diagram of HATS equipment and application thereof according to an embodiment of the invention.

Figure 12 be a diagram that the block diagram of the illustrative methods detected according to an embodiment of the invention for extendible end-to-end chat.

Figure 13 be a diagram that the block diagram of the illustrative methods of detection for based upon activities according to an embodiment of the invention.

Detailed description of the invention

Inventors have contemplated that and try out a kind of system and method for automatization for detecting alternately based on the liaison centre of chat, including a kind of flexible and extendible architecture and method so that the detection of automatization reliably and improve liaison centre and run.

One or more different invention can be described in this application. It addition, for one or more inventions as herein described, it is possible to numerous alternate embodiment is described; Should be appreciated that to be solely for the purpose of illustration and show these embodiments. Described embodiment is not intended to restriction. One or more inventions can broadly be applicable to numerous embodiments, as apparent from the disclosure. In general, these embodiments are described in sufficient detail so that those skilled in the art can implement one or more invention, and it is to be understood that, other embodiments can be utilized, and when without departing from concrete scope of invention, may be made that structure, logic, software, electronics and otherwise amendment. Therefore, it would be recognized by those skilled in the art that and can implement one or more invention with various amendments and change. It is referred to constitute one or more specific embodiments of a part of this disclosure or accompanying drawing describes the specific features of one or more invention, and accompanying drawing illustrates the specific embodiment of one or more invention by way of illustration. Should be appreciated that but, these features are not limited to for one or more specific embodiments or the accompanying drawing being described institute's reference. The disclosure neither one or more invention all embodiments word describe, nor is it necessary that enumerating of the feature of the one or more inventions stated in all embodiments.

The chapter title provided in present patent application and the title of present patent application are only used to conveniently, and should not be considered as limiting by any way the disclosure.

The equipment of intercommunication need not communicate mutually continuously, unless otherwise explicitly indicated. Additionally, the equipment of intercommunication directly or indirectly can be communicated by one or more media (logic or physics).

The description with the embodiment of several parts of intercommunication is not meant to need all these parts. On the contrary, it is possible to describe the parts of plurality of optional the various feasible embodiment of one or more invention to be described and to be more fully described one or more aspects of the present invention. Similarly, although process steps, method step, algorithm etc. can be described in order, but these processes, method and algorithm may generally be configured to the sequential working of alternative, unless there are concrete contrary explanation. In other words, the step described in present patent application any sequence or order itself be not offered as require perform step according to this order. The step of described process can perform according to any PS. Although it addition, some steps are described or imply into non-concurrent, (such as, because a step is described after another step) occurs, but these steps can also perform simultaneously. In addition, do not imply that illustrated process does not include other and changes and modifications by one process of explanation of describing of accompanying drawing, do not imply that illustrated process or its any step are required for one or more inventions, and do not imply that illustrated process is preferred. It addition, each embodiment general description once these steps, but it is not intended that they must occur once, or they can only occur once when execution or running, method or algorithm every time. Some embodiments or some situations can be omitted some steps, or in given embodiment or situation, some steps can perform to exceed once.

When a single device or article is described herein, it should be readily apparent that, it is possible to use more than one equipment or article replace individual equipment or article. Similarly, when describing more than one equipment or article, it should be readily apparent that, it is possible to use individual equipment or article replace equipment or the article of more than one.

The function of equipment or feature can by and be not explicitly described other equipment one or more with this function or feature to substitute enforcement. Therefore, other embodiments of one or more inventions need not include equipment itself.

For purposes of clarity, described herein or reference technology and mechanism sometimes will describe in the singular. It should be noted, however, that specific embodiment includes multiple examples of the repetition of multiple technology or mechanism, unless otherwise noted. Process prescription or square frame in figure should be understood to expression and include for the concrete logic function in implementation process or the module of one or more executable instruction of step, fragment or partial code. It will be understood by those within the art that, alternate embodiments is also included within the scope of embodiments of the invention, wherein such as can according to involved function not as illustrated or the order discussed perform function, including substantially simultaneously or reverse order.

Definition

" chat process system " as used herein is a kind of system based on software or hardware, and this system is designed to receive the input of detection case information and produce the output based on chat for performing detection case. So, in the following manner, chat processes system and can be used to simulate mutual based on what chat: produce predetermined chat messages mutual to initiate, or in the input that mutual period response receives, by replicating the interaction effect with another individual consumer based on the communication system chatted.

" chat grader " as used herein is a kind of system based on software or hardware, and this system is designed to receive the interaction data stream based on chat and be analyzed determining a part or the part for actual customer interaction that it is detection case to it. Then chat grader may determine that how to route chat data, for instance interactive chat data are sent to liaison centre succedaneum for process, detection case data is sent to other detection systems simultaneously. So, chat grader can be responsible for border strengthening (boundaryenforcement), thus preventing any detection data from running overlapping with actual liaison centre or interfering.

As used herein " desktop automatization engine ", abbreviation DAE, it it is a kind of system based on software, this system is designed to the mutual of simulation liaison centre succedaneum and succedaneum's desktop software element, for detect these elements, this succedaneum's desktop software element liaison centre's run duration can as in the desktop environment of succedaneum properly functioning. As such, it is possible to configure desktop automatization engine on existing succedaneum's desktop so that mutual with the standard component of desktop environment, without requiring for the desktop that testing goal special configuration is special or special.

" reference audio " refers to the audio sample of the prerecording representing client and the mutual key element of liaison centre succedaneum (such as, greet, put question to or response) as used herein. Reference audio can have various character, such as about the bit rate of audio quality, length or other audio qualitys, and it is to be understood that use the audio sample with different quality to be likely to be of value to detection, because reality may not fall in the service condition of " ideal " alternately.

As used herein " head and torso simulator ", abbreviation HATS, refer to the mechangraph of the trunk of a kind of people, this mechangraph is designed to the scapegoat during detecting as real mankind operator, succedaneum's hardware is comprised (such as such as detection, phone head phone or head phone) audio quality, or by mike detection audio transmission purpose. So, the method according to the invention, each point of client-succedaneum's interaction can be detected and record, is likely to liaison centre is run harmful variable not detected thus removing.

Hardware structure

In general, presently disclosed technology can be implemented in the combination of hardware or software and hardware. Such as, they can in running the bag of the storehouse in system kernel, in independent consumer process, in being tied to network application, on a specially constructed, upper at special IC (ASIC) or implement on a network interface card.

The software/hardware hybrid embodiment of at least some embodiment disclosed herein can in programmable network resident machine (should be understood to and include the network aware machine that interval connects) upper enforcement, and this network resident machine is optionally activated or reconfigured by by the computer program stored in memory. These network equipments can have the multiple network interfaces that can be configured to or be designed to utilize different types of network communication protocol. The general framework of some machines that can openly be used in these machines herein, in order to illustrate the ability to implement one or more exemplary means of given functional unit. According to specific embodiment, at least some feature or function in various embodiments disclosed herein can be implemented on one or more general purpose computers relevant to one or more networks, such as, end-user computer system, client computer, the webserver or other server systems, mobile computing device (such as, tablet computing device, mobile phone, smart mobile phone, notebook computer etc.), consumer-elcetronics devices, music player or any other suitable electronic equipment, router, switch etc. or their combination. In at least some embodiments, at least some feature or function in various embodiments disclosed herein can be implemented in one or more virtualized computing environments (such as, network calculations cloud, the virtual machine etc. that is deposited with on one or more physical computer).

Referring now to Fig. 1, it is shown that block diagram, depict the exemplary computer device 100 being adapted for carrying out at least some of feature or function disclosed herein. Computing equipment 100 can be such as any one in the computing machine listed by the last period, or is in fact able to perform any other electronic equipment of the instruction based on software or hardware according to the one or more programs stored in memory. Computing equipment 100 goes for by communication network (such as, wide area network, Metropolitan Area Network (MAN), LAN, wireless network, the Internet or any other network) utilize the known protocol for this communication with other computing equipments (such as, client or server) multiple communicate (no matter being wirelessly or non-wirelessly).

In one embodiment, computing equipment 100 includes one or more CPU (CPU) 102, one or more interface 110 and one or more bus 106 (such as, Peripheral Component Interconnect (PCI) bus). When running under the control of appropriate software or firmware, CPU102 can be responsible for implementing the concrete function relevant to the function of the computing equipment of special configuration or machine. Such as, at least one embodiment, computing equipment 100 may be configured to or be designed to act as utilize the server system of CPU102, local storage 101 and/or remote memory 120 and interface 110. In at least one embodiment, CPU102 can be made to perform one or more different types of function and/or operations under the control of software module or parts, and described software module or parts such as can include operation system and any suitable application software, driver etc.

CPU102 can include one or more processor 103, such as such as, from the processor of one of Intel, ARM, Qualcomm and AMD microprocessor family. In certain embodiments, processor 103 can include the specially designed hardware of the operation for controlling computing equipment 100, such as, special IC (ASIC), Electrically Erasable Read Only Memory (EEPROM), field programmable gate array (FPGA) etc. In a particular embodiment, local storage 101 (such as nonvolatile RAM (RAM) and/or read only memory (ROM), including the buffer memory of such as one or more registrations) can also constitute a part of CPU102. However, it is also possible to take many different modes that memorizer is attached to system 100. Memorizer 101 may be used for various purpose, such as such as, buffer memory and/or storage data, programming instruction etc.

As used herein, term " processor " is not limited only in prior art to be referred to as processor, moves these integrated circuits of processor or microprocessor, but broadly refers to microcontroller, pico computer, programmable logic controller (PLC), special IC and any other programmable circuit.

In one embodiment, interface 110 is set to NIC (NIC). In general, NIC controls transmission and the reception of the packet by computer network; Other kinds of interface 110 can such as support other ancillary equipment used together with computing equipment 100. The interface that can provide is Ethernet interface, Frame Relay Interface, cable interface, DSL interface, token ring interface, graphic interface etc. It is furthermore possible to also provide various types of interfaces, such as such as, USB (universal serial bus) (USB), serial, Ethernet, FIREWIRE^TM, PCI, parallel, radio frequency (RF), bluetooth (BLUETOOTH)^TMNear-field communication is (such as, use near field magnetic), 802.11 (WiFi), frame relay, TCP/IP, ISDN, fastethernet interface, gigabit ethernet interface, asynchronous transfer mode (ATM) interface, HSSI High-Speed Serial Interface (HSSI) interface, point of sale (POS) interface, fiber data distributed interface (FDDIs) etc. In general, this interface 110 can include being applicable to the port with suitable medium communication. In some cases, they can also include independent processor, and in some cases, including volatibility and/or nonvolatile memory (such as, RAM).

Although a concrete framework of the computing equipment 100 that the system diagram shown in Fig. 1 is for implementing one or more invention as herein described, but this is absolutely not at least one of unique equipment framework that can implement feature as herein described and technology. It is, for example possible to use have the framework of or any number of processor 103, and this processor 103 may reside in individual equipment or is distributed between any number of equipment. In one embodiment, single processor 103 processes and communicates and router-level topology, and in other embodiments, it is provided that independent private communication processor. In various embodiments, different types of feature or function can be implemented in a system in accordance with the invention, described system includes client device (such as, run tablet device or the smart mobile phone of client software) and server system (server system such as, being described more particularly below).

No matter the configuration of the network equipment, the system of the present invention can adopt one or more memorizer or memory module (such as such as, remote memory block 120 and local storage 101), this memorizer or memory module be configured to store data, for universal network run programmed instruction or other information relevant to the function of embodiment as herein described (or above-mentioned combination in any). Programmed instruction can control such as run the execution of system and/or one or more application or include operation system and/or one or more application. Memorizer 120 or memorizer 101,120 can also be configured to store data structure, configuration data, add ciphertext data, legacy system operation information or any other special or general non-program information as herein described.

Because these information and programmed instruction can be adopted to implement one or more system as herein described or method, so at least some network equipment embodiment can include non-transient machine-readable storage medium, described storage medium such as may be configured to or is designed to storage for performing the programmed instruction of various operation as herein described, status information etc. The example of this non-transient machine-readable storage medium includes, but not limited to magnetizing mediums, for instance hard disk, floppy disk and tape; Light medium, for instance CD-ROM disk; Magnet-optical medium, such as, CD, and be specifically configured for storage and perform the hardware device of programmed instruction, for instance ROM device (ROM), flash memories, solid-state drive, memristor memorizer, random access memory (RAM) etc. The example of programmed instruction includes the object code that such as can be produced by compiler, for instance the machine code that can be produced by compiler or linker, for instance can by such as JAVA^TMSyllabified code that is that compiler produces and that can be performed by use Java Virtual Machine or equivalent, or comprise the file of the high-level code (such as, with the script of Python, Perl, Ruby, Groovy or any other scripting language) that can be performed by the computer using interpreter.

In certain embodiments, the system according to the present invention can be implemented on independent computing system. Referring now to Fig. 2, it is shown that block diagram, the block diagram depict the typical exemplary architecture of the one or more embodiments on independent computing system or its parts. Computing equipment 200 includes the processor 210 that can run software, and described software performs the one or more function of embodiments of the invention or application, such as such as, and client application 230. Processor 210 can run system 220 (such as, the WINDOWS of Microsoft^TMOperation system, MacOS/X or the iOS operation system of Apple, Linux run the ANDROID of some deformation of system, Google^TMOperation system etc.) control under perform computations. In many cases, one or many and share service 225 and can run in system 200, and may be used for providing general service to client application 230. Service 225 can be such as WINDOWS^TMService, user's space general service in Linux environment or the general service framework of any other type used together with operation system 210. Input equipment 270 can apply to receive any type of user's input, including such as keyboard, touch screen, mike (such as, for phonetic entry), mouse, touch pad, trace ball or their combination in any. Outut device 260 can apply to provide any type of output to one or more users (whether the long-distance user of system 200 or local user), and can include such as one or more screens of visual output, speaker, printer or their combination in any. Memorizer 240 can be the random access memory with any structure as known in the art or framework, uses for processor 210, for instance be used for running software. Storage device 250 could be for storing any magnetic of data, light, machinery, memristor or storage device electric in digital form. The example of storage device 250 includes flash memory, magnetic hard drive, CD-ROM etc.

In certain embodiments, the system of the present invention can in the upper enforcement of distributed computing network (such as, having the computing network of any number of client and/or server). Referring now to Fig. 3, it is shown that block diagram, the block diagram depict at least one of exemplary architecture for implementing system according to an embodiment of the invention on distributed computing network. According to embodiment, it is provided that any number of client 330. Each client 330 can run the software of the client-side aspects for implementing the present invention; Client can include the such as system 200 shown in Fig. 2. It is furthermore possible to also provide any number of server 320 is for processing the request received from one or more clients 330. Client 330 and server 320 can pass through one or more electric networks 310 and communicate with one another, this electric network can be the Internet, wide area network, mobile telephone network, wireless network (such as, WiFi, Wimax etc.) or LAN (or in fact any network topology as known in the art in many examples; The not preferred any network topology structure of the present invention) in any one. Network 310 can pass through to use any of procotol (including such as wiredly and/or wirelessly agreement) to implement.

Additionally, in certain embodiments, server 320 call outside can service 370 to obtain extra information when needed, or with reference to the additional data about concrete calling. Communication with external service 370 can such as be undertaken by one or more networks 310. In various embodiments, external service 370 can include with hardware device itself about or be arranged on hardware device network with this can services or functionalities. Such as, in the embodiment that client application 230 is implemented on smart mobile phone or other electronic equipments, client application 230 can obtain the information being stored in the server system 320 in high in the clouds or being deployed in about in the external service 370 in the building of one or more specific enterprises or user.

In some embodiments of the invention, can utilize can local or one or more service-specific of remotely disposing across one or more networks 310 or application for client 330 or server 320 (or both). Such as, one or more data bases 340 can use or reference for one or more embodiments of the invention. It will be understood by those within the art that, data base 340 can be arranged in various framework and use various data access and running gear. Such as, in various embodiments, one or more data bases 340 can include the associated database systems using SQL (SQL), and other data bases can include the data storage technology of alternative, such as it is called the data storage technology of " NoSQL " (such as, HadoopCassandra, GoogleBigTable etc.) in the art. In certain embodiments, the database schema of deformation can be used according to the present invention, for instance, towards row data base, memory database, Cluster Database, distributed data base, even flat file data repository. It will be understood by those within the art that, it is possible to take the circumstances into consideration to use any combination of the database technology in known or future, unless specified the concrete layout of concrete database technology and parts for specific embodiment herein. Moreover, it will be appreciated that as the term is employed herein " data base " also refer to physical database machine, as the machine group of individual data storehouse system or be arranged in the logical data base of whole data base management system. Unless the term " data base " of given use is indicated concrete meaning, otherwise " data base " is to be understood as any one that refer in these implications of this word, and all these implications should be all understood as the simple implication of term " data base " by those of ordinary skill in the art.

Similarly, most of embodiment of the present invention can utilize one or more security system 360 and configuration system 350. Safety and configuration management are common information technology (IT) and network function, and every kind of technology is generally relevant to any IT or network system to a certain extent. It will be understood by those within the art that, any configuration present or known in the future in this area or secure subsystem can be combined use without restriction with embodiments of the invention, unless the description of any specific embodiment requires concrete safety 360 or configuration system 350 or method specially.

In various embodiments, the function of the system or method for implementing the present invention can be distributed in any number of client and/or server component. For example, it is possible to implement various software module to perform the various functions relevant with the present invention, and these modules can be implemented to run on server and/or client components in every way.

Conceptual framework

Fig. 4 is the block diagram of the preferred embodiments of the present invention, it is illustrated that comprises common liaison centre element and runs, with actual liaison centre, the system that the chat for automatization of paired running detects. As it can be seen, liaison centre 400 can implement TCM platform 401, this TCM platform can serve as beginning or the beginning of detection case. TCM platform 401 can run automatically, or receives human interaction alternately through graphic user interface, and this graphic user interface is for running detection case and checking the test results report can being stored in Test database 402. When operation detection, TCM platform 401 utilizes chat to process system 403 and detection case initiated by CCM platform 410, and then chat process system 403 and CCM platform 410 all can start the detection process of the automatization of each of which. Chat processes system 403 can simulate multiple virtual client 405, this virtual client runs send via the Internet or other data communication networks 406 and receive data by the webserver 404, and CCM platform 410 can simulate virtual liaison centre succedaneum 411 similarly, this virtual liaison centre succedaneum can receive and response data request. The request of data sent by data network 406 by the client 405 simulated can be received by router 407 and be processed, and this router can pass through data network 407 and forward the request of from client to interactive server 408 and the request from succedaneum to client. Interactive server 408 can use chat grader 409 to verify request of data, and request can be identified as a part for detection case or the operation of actual liaison centre to determine processing protocol by this chat grader. If request is confirmed as a part for test cases, interactive server 408 just can to detect case process continuation. If asking inbound from router 407, this request may be forwarded to CCM platform 410 and processes for virtual protocol person 411, if or the outbound request of the request person 411 that originates from virtual protocol, this request can be sent to router 407 for being transported to virtual client 405 by data network 406. Specific object according to detection case, virtual protocol person 411 can by running with interactive server 408 direct interaction or with true or simulation succedaneum's desktop environment automatic interaction. During performing detection case and/or afterwards, data can be processed system 403 by CCM platform 410 or chat and be stored in data base 402, for building the examining report that will store, checked by TCM platform 401 subsequently for user. It is understood that, in this way, the request of data stream in detection case is two-way, i.e. simulation succedaneum 411 can be transmitted the request to continuously and non-synchronously from simulation client 405 and vice versa, and not require strict pattern of traffic or rhythm. Should be appreciated that this makes it possible to simulation client is sending multiple chat request and the response to be sent such as succedaneum, or succedaneum sends multiple request and client is waiting. This situation is actually customary, and so, detection case can be simulated actual liaison centre more accurately and run, thus obtaining more relevant and detecting data reliably.

As it can be seen, according to embodiment, when performing detection case, properly functioning can being not disrupted in liaison centre 400 and continue. Client 420 can continue normally operation chat interface 421, sends chat request to liaison centre succedaneum 422 according to the flow process of diagram, and detects case and customer experience does not have any impact. Chat request can be passed through data network 406 and send from chat interface 421, then can be received by the router 407 in liaison centre and processed. Then router 407 can transmit the request to interactive server 408, and then this interconnected router can utilize chat grader 409 checking to ask with the character determining them for legal customer interaction. Then can transmit the request to succedaneum 421, and return request along reverse path by interactive server 408, router 407, then pass through data network 406 and outwards arrive the chat interface 421 of client from liaison centre 400. It is understood that, in this way, normal liaison centre runs with detection case parallel running, and customer experience can not have any impact.

Fig. 8 is the block diagram of the preferred embodiments of the present invention, it is illustrated that the system detected for the audio quality of automatization in liaison centre 800. As it can be seen, reference audio 802 (that is, the mutual audio sample of simulation client and liaison centre succedaneum) can be sent to calling engine 803 by the webserver 801. Similarly, the webserver 807 may be used for the reference audio 808 representing liaison centre succedaneum and participating in mutual audio sample is sent to end points simulator 806. Calling engine 803 may then pass through PSTN804 or similar network (such as, when voip call, for the Internet or similar data network) initiates analog call, and the router 805 in liaison centre 800 can be connected to this network. Then router 805 may determine that and calling simulation is sent to end points simulator 806, and this end points simulator can use the reference audio 808 received before this to simulate the liaison centre succedaneum response to calling. As shown in the figure, it is possible between calling engine 803 and end points simulator 807, set up bi-directional call stream, thus taking the circumstances into consideration to be easy to persistently mutual subsequenct call simulation. When per call engine 803 or end points simulator 807 receive audio frequency, it is possible to based on the quality of audio frequency it given a mark and this mark be optionally stored in data base 809 or similar storage medium, for retrieval subsequently to check or to analyze. So, facilitate the Aulomatizeted Detect of the audio quality of the system for liaison centre, and this testing result is stored in any one of various further application to use, for instance (such as) generate the report that testing result is described in detail in detail or analyze testing result before this so that detection in the future or liaison centre being run and being optimized. Be to be understood that, it is illustrated that structure be illustrative of, and element that is various extra or that substitute can be utilized according to the present invention, so that this type of system can have character and be readily adapted for use in various liaison centres framework flexibly.

The detailed description of exemplary embodiment

Fig. 5 is the method diagram of the preferred embodiments of the present invention, it is illustrated that for processing the general flow of the chat detection of the automatization in liaison centre. In initial step 501, detection case starts. This detection case can trigger automatically as a part for the event of plan or routine, or manually can be triggered with the mutual of TCM platform 401 by user as above. In second step 502, in detection system, create virtual protocol person and virtual client, and their establishment result can record in Test database 402 or other storage mediums during recording step 507. Then in step 503, virtual client initiates chat sessions, and can again record result in recording step 507. Then in step 503, chat grader using the classification of this chat sessions as the part of detection case to guarantee that border strengthen will not with production environment data overlap or otherwise interfere with at liaison centre's run duration so that detect data. Upon receipt of detection chat request, virtual protocol person just can respond in step 504, and records the result of this response in recording step 505. According to detection case, in step 506, CCM platform 410 can interact to detect succedaneum with true or virtual protocol person's desktop and experience and liaison centre's operation is evaluated further, and can record this mutual result in recording step 507. Finally, in reporting step 508, it is possible to the information of the step record before this from detection case collects and is formulated to result report, and the report of this result can be further stored in data base 402 or similar storage medium for retrieving subsequently. Should be appreciated that this method flow is illustrative of, although and inventor think diagram flow process be desirable scheme, but according to the present invention, alternative embodiment is also feasible. It should be further appreciated that, detection case can comprise parts alternately or additionally, and the flow process illustrated is not construed as the scope of detection process is limited in the key element only illustrated because the key feature of the present invention be extensibility and therefore the present invention can be easily adaptable to be embodied as the various liaison centres framework of the additional step inserted in detection process as depicted.

Fig. 6 is the diagram of the exemplary graphic user interface 600 for creating user and tamper detection case in TCM platform according to a preferred embodiment of the invention. as shown in the figure, interface 600 can include multiple parts, such as, for setting up Interactive Button or the like 601 of new detecting step, multiple text fields of the key element of existing detecting step are described, such as step describes 602, the text string 603 waited, text 604 to be sent, the standard 605 of the time-out length between step, for delete step click interactive element 606 or for select step with perform batch processing run click or interactive element 609, for clicking that step is resequenced or interactive element 607, for clicking that existing step is edited or interactive element 608, or for the clicking of running of step selected or interactive element 610, such as (as shown in the figure) delete single operating multiple steps.

When foundation step, user can provide various information to identify and to control the behavior of detecting step. Such as, as shown in the figure, it is possible to implement description bar 602 with identification step, in order to the detection case set up before this easy to understand. Behavior-Based control territory as depicted can include detection succedaneum or client has to wait for the text string 603 that receives before treatment, or when initiating step the similar text string 604 that should send. So, it is mutual to simulate client-succedaneum that each step can simulate " transmission-reception " pattern, or step can only include in two territories so as to simulate asymmetric alternately, wherein one can send multiple chat messages before responses are received. As schemed further diagram, it is possible to implement the Behavior-Based control key element of numeral, for instance, in order to indicate the waiting time 605 between step, thus controlling the step of detection case. This can implement so that the liaison centre's " pressure detecting " under high flow capacity, or to detection step with distribution system load to avoid the fault based on load when detecting other features or system (that is, when the purpose that pressure detecting is not detection case).

Fig. 7 is the diagram of the exemplary graphic user interface 700 for checking test results report according to a preferred embodiment of the invention. As shown in the figure, interface 700 can include the various elements being intended to mail message, these information are included in running before this or in the storage daily record of currently running detection case as previously mentioned, and these elements include clicking or any one in other user interface elements multiple common in Interactive Button 701 and 707, text display field 702, tA entry field 706, figure or text based form or chart 703,704 and 705 or this area alternatively. These elements as depicted are illustrative of, and it is to be understood that according to the present invention, utilization substitutes, the various structures of additional or less element are also feasible, but, it is illustrated that structure be the effective ways preferably displaying to the user that required content as inventor.

As shown in the figure, that can click or user's interactive element, such as, button or drop-down list formula menu 701 can show and allow user to select result report to be used for checking, the various reports that the report of these results is available in storage medium (such as data base 402). User can select report from these elements, and then this element can dynamically update the display content at interface 700 to reflect the related data from selected report. Text display field 702 can be implemented and present noninteractive data to user, namely, the record information relevant with the previous detection case that user should maybe can not run, because being likely to need this information to prevent owing to artificially distorting or slipping up the inconsistent or insecure data caused. The information so presented can include, but is not limited to counting and the time stamp data of the amount of detection case or detection activity name, the chat sessions performed during detection case or request, such as, run detection or initiate the date and time of chat. It is to be understood that, according to detecting the specific nature of case and according to the specific embodiment of the present invention in liaison centre, these information is likely to extremely different, and these information are illustrative of as depicted, and according to the present invention it is possible to the information that display substitutes, replaces or add.

That interface 700 can also include (as shown in the figure) many figures or text based form or chart 703,704 and 705, formulate or the data of other tissue for presenting to user. Relate to graphics table 703, for instance, represent by or the circle of relative percentage of detection of failure, or be likely to be suited for other graphically present statistics, for instance persistent period or quantity. This figure is probably that can click or user is interactively, and this interactivity optionally allows for user and revises the information presented in figure and alternatively display dynamically updated when making one's options. So, user can check the multiple statistics for given report compactly, without mixing a large amount of figure in interface 700, and user can only check data interested, without browsing uncorrelated or unwanted information, thus reducing the time of user and angry, and increase the reliability of analysis by reducing the risk misreading data. Text based form or chart 704 can be implemented these data show as details on individually mutual in detection case, for instance the mutual title of chat (as shown in the figure) initiated as a part for detection or type, mutual quantity or other numerical measurings and show mutual in success and the ratio of failure. Should be appreciated that according to the present invention, these information are illustrative of as depicted, and can present information adjunctively or alternatively according to the concrete report in liaison centre or embodiment.

Can showing text based form or chart 705, this form or chart present the details from the intersection record in detection case. These information can including but not limited to the mutual position of information of record of amount of interaction and title, storage, mutual time or persistent period, have detailed levels variable alternatively mutual execution result (such as, simply by/failure or detailed error reporting) maybe can click or element that user is mutual, such as, hyperlink or button, because may be used for (as shown in the figure) to show mutual reported visual sensation when clicking. It is to be understood that, these information are illustrative of, and can vary widely according to the concrete report in liaison centre or embodiment, additionally, by selection, user can show that in chart or any specific territory of form, row or column what data carrys out these information self-defined to just look at data interested as mentioned above. Therefore, can utilize and can click or user's interactive element controls in chart or form the data of display, such as, user can input concrete mutual title or quantity with the tA entry field 706 checked in more detail, allow users to select the drop-down menu the clicked formula territory 707 for efficient navigation from select with sortord classification or the data that present alternatively. Should be appreciated that these elements are illustrative of, and can change according to the present invention, the character of the element of all diagrams and function, and the structure of new method and user interface elements in this area be can and can utilize according to the present invention.

Fig. 9 is the method diagram of the preferred embodiments of the present invention, it is illustrated that for processing the general flow of the audio quality detection of utilizable automatization in the liaison centre according to system as above (referring to Fig. 8). As it can be seen, in initial step 901, calling simulation starts. This can pass through socket (as illustrated before this, referring to Fig. 8) or other devices with detection system interaction are initiated, and can as the part execution of process manually or automatically. In next step 910, send reference audio for simulation liaison centre succedaneum to the inbound mutual response from client to end points simulator. In parallel step 920, it is possible to calling engine send similar reference audio for simulation client and liaison centre succedaneum inbound alternately. In next step 921, reference audio for client's simulation can process device (such as by inbound call, by PSTN or similar telephone network or by the Internet or for mutual other data networks of the Internet telephone calls) it is sent to liaison centre, and can process in liaison centre according to processing for inbound mutual standard call. In next step 922, reference audio can be routed to the succedaneum's process for simulation of the end points simulator in liaison centre. In next step 911, the audio frequency received can be given a mark by end points simulator according to quality, and is then usable in the reference audio that in previous step 910, the reference audio of reception responds into, thus simulating succedaneum's response to customer interaction. In next step 930, it is possible to process device by departures and audio frequency is sent back to calling engine from end points simulator, thus simulating the response of the succedaneum received by client. Then audio frequency can be given a mark by calling engine according to quality, and in the end in a step 931, calling simulation can optionally pursue with exchange reference audio between calling engine and end points simulator, thus simulating between client and liaison centre succedaneum lasting mutual. In optional step 932, marking data from step 911 before this with 930 can be stored in data base or similar data storage medium in the future, data base or similar storage medium can in liaison centre interiorly or exteriorly (such as, long-range on the Internet or other data networks high in the clouds storage services). It is to be understood that, the step of diagram is illustrative of, and the step added can be implemented according to the present invention, and the layout according to concrete liaison centre is probably applicable, for instance include the other step of non-distinctive Add-ons or hardware element in example system.

Figure 10 is the block diagram of embodiments of the invention, it is illustrated that for the system that the audio quality of the automatization in liaison centre 800 detects. As shown with previously described, the webserver 801 can send reference audio 802 to calling engine 803, i.e. the mutual audio sample of simulation client and liaison centre succedaneum. According to embodiment, it is possible to implement multiple audio frequency generate equipment 1001 and generate reference audio 808 for simulating succedaneum's response that inbound audio frequency is mutual. Reference audio can pass through succedaneum's hardware 1002 (such as, telephone handset formula receiver or head phone) transmission, or mutual for use in detection voip call by the audio software transmission on succedaneum's work station. Then audio frequency can be sent by call manager 1003, and the calling that this call manager may be used for processing between simulation succedaneum and client alternately and responds. Calling engine 803 can pass through PSTN804 or similar network (such as, when voip call, for the Internet or similar data network) initiates analog call, and the router 805 in liaison centre 800 can be connected to this network. Then router 805 may determine that calling simulation is sent to call manager 1003, and this call manager can use the reference audio 808 received before this to simulate the liaison centre succedaneum response to calling. As it can be seen, bi-directional call stream can be set up between calling engine 803 and call manager 1003, thus taking the circumstances into consideration to be easy to persistently mutual subsequenct call simulation. When per call engine 803 or call manager 1003 receive audio frequency, it is possible to based on the quality of audio frequency it is given a mark and this mark is optionally stored in data base 809 or similar storage medium for retrieval subsequently to check or to analyze. So, facilitate the detection of the automatization of the audio quality of the system for liaison centre, and this testing result is stored in any one of various further application to use, all such as (e.g.) generating the report that testing result is described in detail in detail or analyzing testing result before this so that detection in the future or liaison centre being run and being optimized. Be to be understood that, it is illustrated that structure be illustrative of, and element that is various extra or that substitute can be utilized according to the present invention, thus enabling a system to have character and be readily adapted for use in various liaison centres framework flexibly.

Figure 11 is the diagram of the exemplary HATS equipment 1100 for simulating liaison centre succedaneum, and this liaison centre succedaneum comprises physics and the acoustic characteristic of trunk. As it can be seen, HATS equipment 1100 can have general physical form and the form of trunk, and can by this way and with these materials structure to replicate density or other character of human body for acoustics accuracy. As shown in the figure, HATS equipment 1100 can include one audio frequency that is fixing or that be removably attached and generate equipment 1001, and it can be used for transmitting reference audio sample, thus the succedaneum spoken with mouth is suitably modeled to a hardware, such as, phone head phone mike 1103. HATS equipment 1100 may further include multiple integral type or the audio receiver 1102 being removably attached, it can design in such a way and position so that the ear of simulating human succedaneum, for receiving the audio frequency (such as, from phone head phone speaker 1104) of transmission. As shown in the figure, HATS equipment 1100 can use to simulate the succedaneum of the station device (such as (as shown in the figure) phone head phone or other equipment) utilizing them in such a way,, in order to when with customer interaction, simulate the audio properties of the human agent person mutual with their equipment more accurately. It is to be understood that, this being arranged in substantially is illustrative of as depicted, and replacement or additional succedaneum's hardware can be utilized according to the present invention, include, but is not limited to phone head phone, hand receiver, speaker phone system or other equipment, and HATS equipment 1100 can easily be adapted for this purposes.

Figure 12 be a diagram that the block diagram of the illustrative methods 1200 of the operation detected according to an embodiment of the invention for extendible end-to-end chat. According to embodiment, detection can utilize the existing element of Internet communication standard, for instance, HTTP file header, to run basic function, for instance route or configuration feature when being independent of specifically chatting front end. So, concrete detection system can be mutual with various front ends in a meaningful way, and can implement front end that is new or that substitute when not requiring to change detection system itself.

In initial step 1201, chat front end (such as, for instance the special mobile chat application in network chat application or mobile electronic device) can be asked alternately. This request can be initiated by the user attempting carrying out chatting (click " chatting with succedaneum " button or similar interactive user interface is mutual), or can be in the part in automated procedure (such as using the detection of the automatization of chat participant of simulation). So, detection case is not needed upon the concrete mechanism initiated, and changes because this mechanism is likely to the change according to the front end utilized in any concrete mutual period.

In next step 1202, can the data that be sent to detection system be processed (such as, " chat process system " or previously described other system element) so that the information embedded is made an explanation, for instance, at the HTTP file header that detection run duration uses. Such as, can ask specifically to detect server alternately, or request processes according to the examination criteria (as mentioned above) of specific detection activity. In this way it can be ensured that detection runs, regardless of whether the front end utilized, because operation information is that the interaction data communicated is intrinsic, but not depend on any type of standardization between front end.

In next step 1203, it is possible to load the mutual configuration (configuration of the request such as, determined in previous step) of detection so that detection execution to be configured. So, detection configuration operation can be likely to reduce, to increase efficiency and helping prevent, the mistake (such as, succedaneum selects invalid configuration layout or makes the misprint affecting function) that the user of the reliability of testing result introduces voluntarily. In addition, this operation can be defined as communication technology and be used by the configuration loaded, so that detection case can as needed in carrying out between various network technologies running so that complete detection, without front end technically to run (such as clearly this, by honeycomb or fiber optic network, the detection case from the chat application based on the Internet is route, regardless of whether the physical connection of the reality with the computing equipment that front end is run. It is appreciated that, by running by this way, detection case can to the service condition of " real world " that be likely to be present in the actual motion between client and succedaneum, rather than do not account for external factor (such as, client particular network connect or computer hardware) checkout facility or liaison centre in controlled environment detect.

In next step 1204, detection communication can alternatively throughout that substitute or additional network technology, such as, with by use other to chat connections detect with client be reliably connected (such as, by the application chat on the mobile equipment of web browser or smart mobile phone or other cellular functionalities). As such, it is possible to use single detection case to detect multiple connection, thus collecting detection data in every time alternately as much as possible to carry out acceleration detection process.

In the end in a step 1205, detection is it is concluded that and record as one sees fit or submit result (such as, according to the configuration storage loaded in previous step or transmission result) to. It is to be understood that, although described detection runs and may relate to succedaneum and detection system, but function provided by the invention is equally applicable and useful for the layout substituted, such as, the detection between multiple automatizatioies " chat robots " or similar simulation participant or between multiple succedaneum is mutual. So, detection operation can include various physics or virtual arrangement, and to being likely to all conditions of experience at actual liaison centre run duration or carrying out complete detection alternately.

Figure 13 be a diagram that the method figure of the illustrative methods 1300 of the detection operation for based upon activities. According to this layout, it is possible to carry out configuration concurrency according to single " activity " that can describe pending various concrete detection and play multiple detection case, and as such, it is possible to easily multiple detections are configured, perform and report. Additionally, when given correct configuration, activity can be treated as autonomous operation, for instance, in concrete scheduling, the specific detection of configuration runs or runs, by specifically detecting, the condition (such as, the hardware in liaison centre or software upgrading) being configured to specify. Additionally, multiple activities can be mutual mutually, in order to perform the self-adapting detecting of logic-based, for instance, utilize a movable result to configure another activity or to determine that specific activity is next movable to run.

Can create in every way or management activity, such as, from long-range or network management software interface or application (such as, it is suitable for Admin Administration's activity away from office) or set up or management activity by detection establishment interface (referring to Fig. 6) as previously mentioned, it is accessible for making activity when needed, regardless of whether the position of manager or available hardware. In addition, so, by by this function with existing detection creating component (namely, the hardware of the integrated distribution that other elements of such as administrator interfaces can connect or software system element) integrated, but not concrete manager's equipment is updated, existing detection system can be readily used for allowing the function of based upon activities. very longly or of a high pricely

In initial step 1301, activity can such as be configured by liaison centre manager or other authorized users. This configuration can take the circumstances into consideration to have different character and granularity is suitable for required detection and runs. So, activity may be used for strengthening concrete detection parameter or condition, or performs basic detection only in the interval arranged, or in response to concrete trigger or any other this configurable operation of being likely to need to perform basic detection.

In next step 1302, it is possible to the parameter promotional activities (such as, event trigger or initiate according to the planning chart arranged) according to configuration. Additionally, can inherently (in liaison centre, initiate true with outside or Virtual User mutual departures) or external (external user initiate with liaison centre inbound alternately) triggered activity, runs and character according to pending detection as being likely to be suitable for specific activities. Such as, external user can select to initiate mutual and triggered activity function to be verified their computer workstation is made after hardware changes, or liaison centre can initiate the mutual part as schedule of departures to maintain " physical examination " that run.

In next step 1303, can run according to active configuration alternately, for instance, run according to independent design parameter and run potentially one or more alternately. So, activity may be used for controlling various detection operational factor and execution is likely to similar in itself or dissimilar multiple detection, thus providing the unified approach run for rapid configuration.

In the end in a step 1304, owing to completing detection, it is possible to take the circumstances into consideration to receive and store or report the result that they are independent, and when activity is fully completed, it is possible to generate final " activity reports " to provide the summary of movable operation. In this way, in order to independent detection can be checked by concrete outcome, and can check movable overall operation to obtain quickly " summary ", for example, it may be possible to be suitable for the detection of periodic " physical examination " type when specific feature or system are likely to without close scrutiny.

Technical staff should appreciate that a series of of various embodiment as above are likely to amendment. Therefore, the present invention is limited by claims and equivalents thereof.

Claims (10)

1. for a system for the Aulomatizeted Detect of the interactive environment based on chat, comprising:

Detection case management platform;

Chat processes system; And

Liaison centre's manager;

Wherein said detection case management platform allows user that the operation of described system is configured;

Wherein said chat processes system and runs multiple virtual clients;

And wherein said liaison centre manager runs multiple virtual protocol persons to participate in the chat sessions with virtual client.

2. system according to claim 1, it farther includes chat grader;

Wherein said chat grader is classified to described alternately according to mutual character, with the border between detection and the liaison centre's environment being currently running that strengthening is currently running.

3. system according to claim 1, it farther includes desktop automated system;

Wherein said desktop automated system is run real or simulation succedaneum's desktop and is used for detecting succedaneum's experience and software function.

4. system according to claim 1, it farther includes data base;

Data in described data base are conducted interviews and store data in described data base by the parts of wherein said system.

5. system according to claim 4, wherein said detection case management platform can show the report that the data from storage produce.

6. the method for running the automated detection system of the interactive environment based on chat, it comprises the following steps:

A () starts to perform detection case;

B () creates virtual protocol person and virtual client in described system; And

C () initiates chat sessions between virtual client and virtual protocol person.

7. method according to claim 6, it further includes steps of

(a) chat sessions is classified with by its property identification for detect case a part.

8. method according to claim 6, it further includes steps of

A () interacts with real or simulation succedaneum's desktop and carries out additional detected for succedaneum's experience and software function.

9. method according to claim 6, it further includes steps of

A output data from step before this be recorded in data base or other storage mediums by ().

10. method according to claim 7, it further includes steps of

A () reports from the output data genaration of record.