CPC G06F 11/26 (2013.01) [G06F 11/0757 (2013.01); G06F 11/3632 (2013.01); H04M 2203/056 (2013.01); H04M 2203/40 (2013.01); H04M 2203/558 (2013.01)] | 8 Claims |
5. A method for performing contact center fault diagnostics, comprising steps of:
receiving notification of an error in operation of a contact center, using a diagnostic engine comprising at least a plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device;
retrieving one or more test cases for the error, using the diagnostic engine;
for each of a plurality of components in a chain of known contact center operations associated with the error:
sending a plurality of operational instructions to the component;
receiving a response from the component to at least one sent operational instruction;
calculating a time of response to each sent operational instruction; and
determining whether the component is a root cause of the error by evaluating whether its response meets a threshold time of response and whether the response received for the component matches an expected response for that component according to a retrieved test case, using the diagnostic engine.
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