Upon detection of a trigger, such as the exceeding of an error threshold or the direction of a user, a diagnostic link system enters a diagnostic information transmission mode. This diagnostic information transmission mode allows for two modems to exchange diagnostic and/or test information that may not otherwise be exchangeable during normal communication. The diagnostic information transmission mode is initiated by transmitting an initiate diagnostic link mode message to a receiving modem accompanied by a cyclic redundancy check (CRC). The receiving modem determines, based on the CRC, if a robust communications channel is present. If a robust communications channel is present, the two modems can initiate exchange of the diagnostic and/or test information. Otherwise, the transmission power of the transmitting modem is increased and the initiate diagnostic link mode message re-transmitted to the receiving modem until the CRC is determined to be correct.

A test webpage triggers a remote computer to obtain a token for the performance test from a test data collection server. The test webpage triggers the remote computer to transmit the token to a reflector server to initiate the performance test. The reflector server initiates the performance test upon validating the token. The reflector server performs bidirectional communication of test data over a Web Real-Time Communication (WebRTC) data channel using a loss tolerant protocol with the remote computer. The remote computer is able to determine computer-endpoint test results from the bidirectional communication of test data. The reflector server determines server-endpoint test results from the bidirectional communication of test data. The reflector server transmits the server-endpoint test results to the remote computer. The test webpage triggers the remote computer to transmit the computer-endpoint and the server-endpoint test results to the test data collection server.

A test webpage triggers a remote computer to obtain a token for the performance test from a test data collection server. The test webpage triggers the remote computer to transmit the token to a reflector server to initiate the performance test. The reflector server initiates the performance test upon validating the token. The reflector server performs bidirectional communication of test data over a Web Real-Time Communication (WebRTC) data channel using a loss tolerant protocol with the remote computer. The remote computer is able to determine computer-endpoint test results from the bidirectional communication of test data. The reflector server determines server-endpoint test results from the bidirectional communication of test data. The reflector server transmits the server-endpoint test results to the remote computer. The test webpage triggers the remote computer to transmit the computer-endpoint and the server-endpoint test results to the test data collection server.

A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.