Call center is a complicated information system. Usually, it seems running well, but in some special cases, an exception for instance, there are many calls coming at the same time, and lasting for a long time. This makes the call center system performance decline sharply, even the worse, the system crashed. The reason of this phenomenal is cause by one or two bad performance modules. They cannot deal with problems in bad situation. Therefore, they lead to the whole system service cut down. Nowadays, Web agent plays a leading role in the Internet call center. But the development of testing and monitoring Web agent is slow, especially in the End to End testing and monitoring. Therefore, it is significant to research in this field. And the first thing is to create a correct script to do load testing.We know that script engineers could only debug script manually in the past, there was no tools to help them looking for the variables in the script. They would waste a lot of time to create a script but nobody was sure whether it was correct. There was no way to test the veracity of the script.This article will analysis the shortage of using current Web testing tools to simulate call center Web agents. Then, it will introduce a new solution to simulate call center Web agents. This solution is based on a Eclipse Rich Client Platform framework. It uses Java Business Process Management to control the script playback and draws a process diagram. It also uses Java to implement HTTP recording and multiple threads playback. The most important thing is that the solution makes the process visualized by using a process diagram during recording and testing script. It is an extreme facility to locate errors. So, we can work out a correct script for load testing by a few steps. This article will take American Siebel call center as an example to give a process of generating script, debugging script and deploy script in detail.
