CC certification testing

Click here to download the excel file containing the testing list.

 

OneContact Portal

 

1. Login in Portal with sysadmin

  • Login successful.

2. Go to Users & Teams/Users

  • Users list is shown. If none is created, a message appears "No results found".
  • There are Create User button, refresh button, settings, Search field, filters and pagination listing available.

3. Select an extension user

  • Should appear:
    • Members tab
    • Extension main card
    • Groups card ("No results found")
    • Communications tab
    • Number settings
    • Allowed endpoint
    • Voicemail
    • Call waiting and holding
    • Monitoring
    • Phone numbers
    • Forwarding
    • User unconditional forward
    • Exception numbers
    • Conditional forward

4. Logout

  • Logout is successful. 

5. Login with the new admin user credentials

  • Login is successful.

6. Go to Users & Teams/Users

  • Users list is shown. If none is created, a message appears "No results found".
  • There are Create User button, refresh button, settings, Search field, filters and pagination listing available.

7. Select and edit a user admin

  • Changes are correctly saved.

8. Logout

  • Logout is successful.

9. Select a monitor user

  • Its profile page opens and it shows the monitor main card with three configurable flags/field: Two-step authentication, Personal contact and Active.

10. Logout

  • Logout is successful.

 

OneContact Agent

 

1. Login an agent in OneContact Agent (with correct password)

  • Login is done with success.

2. In an incognito session or in another browser, open OneContact Agent and insert that agent username and password.

  • Login is done with success, but in browser 1 appears a model with "Recover connection"

3. Click "Recover connection" in browser 1.

  • Agent, in browser 1, is correctly logged in. "Recover" option appears in browser 2.

4. Click "Recover connection" in browser 1.

  • Agent, in browser 2, is correctly logged in. "Recover" option appears in browser 1.

5. Repeat several times.

6. After several times, remains logged in browser 1 with that agent and Log in in browser 2 with a different agent.

  • Agent remains logged in browser 1 and other agent is successfully logged in in browser 2.

7. Log out the agent of browser 2.

  • The agent logged in browser 1, remains logged.

 

CIH Frontend

 

1. Login as sysadmin in Portal of a tenant.

2. Go to Component parameters and change HomeTabURL to CIH frontend.

3. Login in OneContact Agent of the same instance.

  • CIH frontend opens in HomeTab, with login page.

4. Do login in CIH frontend, with agent's credentials.

  • It opens in issues tab; it has a pending issues area, with some options to filter the search for pending issues.

 

CIH BackOffice

 

1. Log in as Admininstrator in Backoffice.

  • There is an Issue Import link on the left

2. Go to Issue Import.

  • There is a message saying that there are not files imported

3. Click on Download template file.

  • Download template file is done with success

4. Open the template file.

  • There are mandatory field which headings are red.

5. Click on New Import.

  • A window is open and it is possible to select a file to import.

6. Import a file which format is different from excel.

  • The following message appears "An error has occurred, the file could not be imported."

7. Click on Continue.

8. Import a file which format is excel but the template is not correct.

  • The following message appears "An error has occurred, the headers of the file must be the same as the template."

9. Click on Continue.

10. Import a file which format is excel but the template is not correct.

  • The following message appears "An error has occurred, the headers of the file must be the same as the template."

11. Click on Continue.

12. Import a file which format is excel and the template is correct but mandatory field was not filled (IssueTypeId, Priority, CustomerTypeId and customer_name). 

  • A message of error or saying that the field can't be left empty shows up.

13. Click on Continue.

14. Import a file which format is excel, the template is correct and all the mandatory fields are filled.

15. Click on Continue.

  • File is imported with success and appears on user screen. Verify in database that the Issue has its data stored in UTC

16. Import more files.

  • The last file imported is on the bottom of the list.

 

OneAgent operations

Title Test step Step Action Step Expected
Client disconnects IM - Close Button      
  1 Establish an IM interaction  
  2 To end the IM interaction, the client presses the cross in the top right corner  
Inbound scenario #1      
  1 Log in Agent in GChrome  
  4 Start audio recording Recording starts
  5 Press the hold button Client hears hold music
  6 Retrieve the call Communication between client and agent is restablished
  7 Hangup the call on the agent Call terminatesRecording terminatesAgent enters in wrapup
  8 End wrapup Agent becomes idle
  9 Check the recording  
Predictive scenario #1      
  1 Receive a Predictive contact in OneAgent (service must have OnDemandWrapup and All Agents Receive Wrapup = true) Call is established
  2 Execute a SupervisorHelp operation Call starts ringing on supervisor's extensionClient hears hold music
  3 Accept the call Call is established
  4 Retrieve the call Communication between client and agent is restablished
  5 Request wrapup  
  6 Transfer the call to another extension Call terminates on the agent and 3rd party starts ringingThere is wrapup. After the end of wrapup agent becomes idle
Outbound preview scenario #1      
  1 Receive a Preview contact in OneAgent Call is established
  2 Extend the call to another extension Call starts ringing on the extensionClient hears hold music
  3 Accept the call Call is established
  4 Press the conference button Conference call is established between all parties
  5 Hangup the call in the agent Call remains established on the remaining entitiesAgent becomes idle after wrapup timeout
Outbound power scenario + Hold + ListenIn      
  1 Receive a Power contact in OneAgent Call is established
  2 Put the call on hold Client hears hold music
  3 Start a ListenIn Supervisor receives a callSupervisor does not listens any sound
  5 Extend the call to another extension Client hears hold musicCall between agent and 3rdParty is established
  6 Start recording the call A new recording file is created
  7 Alternate the call Now 3rdParty hears hold musicCall between agent and client is restablished 
  8 Hangup the call in client side Call between agent and 3rdParty is restablishedClient call is terminated
  9 Hangup the call Agent enters in wrapupRecording terminatesListenIn call terminates
  10 End wrapup Agent becomes idle
Outbound IVR scenario #1      
  1 Receive an outbound IVR contact in OneAgent (service must have 100% recording from queue) Call is established
  2 Start a ListenIn Supervisor receives a call
  3 BlindTransfer the call to another extension Call is terminated on the agentListenin call terminatesClient is on call with 3rdPartyAgent becomes idle
IM scenario (time since last message)      
  1 Receive an IM interaction in OneAgent and accept it in Chrome Chat panel is visible. Session tab shows time since last message in mm:ss or hh:mm:ss or days, depend on situation. 
  2 Hangup the call on the agent Call terminatesAgent enters in wrapup
  3 End wrapup Agent becomes idle
  4 Repeat in IE   
  1 Associate an agent to a team  
  8 Hangup the call Call terminates
Inbound scenario #2      
  1 From ClickToInteract, execute audio call to inbound service  
       
  3 Press the hold button Client hears hold music
  4 Extend the call to another extension Client remains hearing hold musicCall is established between agent and 3rdParty
  5 Hangup the call with other agent Communication between client and agent is restablished
      Session tab shows: ""client name (or extension if name is not configured) - service name"".
  6 Start audio recording Recording starts
  7 Press the hold button Client hears hold music
  8 Hangup the call on the client Call terminatesRecording terminatesAgent enters in wrapup
  9 End wrapup Agent becomes idle
  10 Check the recording  
       
  1 Receive a Predictive contact in OneAgent Call is established
  2 Start recording the call  
  3 Extend the call to another extension Call starts ringing in the extensionClient hears hold music
  4 Press conference button Conference call is established between all entities
  5 End the call in the 3rdParty Communication between client and agent is restablished
  6 Put the call on hold Client hears hold music
  7 Retrieve the call Communication between client and agent is restablished
  8 Start ListenIn operation Supervisor is able to listen conversation
  9 Hangup the call in the agent Call terminatesListenIn call terminatesRecording terminatesAgent enters in wrapup
  10 End wrapup Agent becomes idle
Outbound power scenario #2      
  1 Receive a Power contact in OneAgent (service must have 100% recording) Call is established
  2 Put the call on hold Client hears hold music
  3 Execute a supervisorHelp operation Client remains hearing hold musicCall to supervisor is established
  4 Hangup the call with supervisor Call to client is restablished
  5 Extend the call to another extension  
      Client hears hold musicCall to 3rdParty is established"
  6 Alternate the call Now 3rdParty hears hold musicCall between agent and client is restablished 
  7 Hangup the call with client  
      Call between agent and 3rdParty is restablishedClient call is terminated"
  8 Hangup the call Agent enters in wrapupRecording terminates
  9 End wrapup Agent becomes idle
Outbound preview scenario #2      
  1 Receive a Preview contact in OneAgent Call is established
  2 Extend the call to another extension Call starts ringing on the extensionClient hears hold music
  3 Accept the call Call is established
  4 Press the conference button Conference call is established between all parties
  5 Hangup the call in the 3rdparty Call remains established between client and agent
  6 BlindTransfer the call to another extension Call terminates on the agentNew call is established between client and 4thPartyAgent becomes idle
Outbound IVR scenario #2      
  1 Receive an outbound IVR contact in OneAgent (service must have 100% recording from queue) Call is established
  2 Put the call on hold Client hears hold music
  3 Extend the call to another extension Client remains hearing hold musicCall to 3rdParty is established
  4 Alternate the call Now 3rdParty hears hold musicCall to client is restablished
  5 Hangup the call with client Call to 3rdParty is restablishedCall on client is terminated
  6 Start a SupervisorHelp Supervisor receives a call3rdParty hears hold music
  7 Retrieve(Hangup) the call Call to 3rdParty is restablished
  8 BlindTransfer the call to another extension Call on the agent is terminatedAgent becomes idle
Manual Video call      
  1 Execute a video dial to an extension  Video call is established
  2 Put the call on hold Hold video is visible on the client
  3 Start recording the call  
  4 Retrieve the call Video call is restablished
  5 Hangup the call Call is terminatedAgent is idle
Inbound Video call - App - H26x, Media - H264, Park - H264      
  1 Login an agent in OneAgentFAT x86  
  2 Make a inbound video call from ClickToInteract (in Chrome v.52) to that agent  
  3 Agent answers the call Video call is established
  4 Start recording the call Video call is maintained
  5 Put the call on hold Hold video is visible on the client
  6 Retrieve the call Video call is restablished
  7 Hangup the call Call is terminatedAgent enters in wrapup
  8 End wrapup Agent becomes idle
Email scenario #1      
  1 Receive an email interaction in OneAgent and accept it Email is visible
  2 Close interaction in agent Interaction terminatesAgent enters in wrapup
  3 End wrapup Agent becomes idle
Email scenario #2      
  1 Receive an email interaction in OneAgent and accept it Email is visible
  2 Press Reply  
  3 Insert dummy text in reply and send it There is an alert message and Email is not sent (the first sender does not receive the reply)
  4 Remove the dummy text in reply and send it The first sender receives the reply
  5 Close interaction in agent Interaction terminatesAgent enters in wrapup
  6 End wrapup Agent becomes idle
Inbound Video call      
  1 Login an user in OneContact Agent  
  2 With ClicktoInteract start a video call to an inbound service  
  3 Start recording the call  
  4 Put the call on hold Hold video is visible on the client
  5 Retrieve the call Video call is restablished
  6 Hangup the call Call is terminatedAgent enters in wrapup
  7 End wrapup Agent becomes idle

 

Interaction history

 

Recording inbound

1. Configure OneContact to record calls in the default site.

2. The storage associated to the site must have different public and private URLs.

3. The publicURL cannot be accessible from the OneContactPortal server machine.

4. Record an inbound call.

5. Go to OneContactPortal, Interaction History, Inbound Interaction.

6. Play the recording

  • Recording is played with success.

 

Recording outbound

1. Configure OneContact to record calls in the default site.

2. The storage associated to the site must have different public and private URLs.

3. The publicURL cannot be accessible from the OneContactPortal server machine.

4. Record an outbound call.

5. Go to OneContactPortal, Interaction History, Outbound Interaction.

6. Play the recording.

  • Recording is played with success.

 

Recording manual

1. Configure OneContact to record calls in the default site.

2. The storage associated to the site must have different public and private URLs.

3. The publicURL cannot be accessible from the OneContactPortal server machine.

4. Record a manual call.

5. Go to OneContactPortal, Interaction History, Manual Interaction.

6. Play the recording.

  • Recording is played with success.

 

Outbound list

 

1. Login sysadmin in OneContactPortal.

2. Create an outbound power service.

3. In Contact Management edit the Contact List Setup.

4. Go to Import Contacts and browse a list of contacts.

5. Click Submit \ Create a New list and name the new list.

  • After clicking ok a success message should be displayed.

6. Go to Queue Monitor.

  • The new list was uploaded with success.

7. Go to Manage Lists.

  • The new list is shown
  • Default list is also present
  • Both are started

8. Go to provisioning database, to ContactList table and search for the created list.

  • State = 2
    ToDelete = 0
    ToUnload = 0
    IsDefault = 0
    New = number of contacts loaded in the file

9. Go to Manage Contacts.

  • The contacts were loaded into Contact Management.

10. Have an agent ready in that service.

  • Some of the contacts are executing (List Management).

 

Report

 

1. Open OneContactPortal.

2. Check if the language is English, if is not go to  "Idioma" or "Jezyk" and change for "Inglês" or "Angielski" respectively.

3. Do logout.

4. Do login 

  • The OneContactPortal language is English.

5. Go to Reporting -> Reporting Services -> Standard Reports.

6. Open ServiceIntraday. 

7. Check the Date field 

  • In the Date field is required "Select a value"
  • The date is in English.

8. Check the Period field

  • In the Period field is required "Select a value"

9. Check the Service field

  • In the Service field is required "Select a value"

10. Check the Media type field

  • In the Media Type field is required "Select a value"

11. Check the Time Zone field

  • In the Time Zone field is required "Select a value"

12. Fill all the fields and clik in the View Button

  • Appear the report in English 

13. Check the Document Map button.

  • Appear a tool tip with "Document Map" 

14. Check the First Page button

  • Appear a tool tip with "First Page"

15. Check the Previous Page button

  • Appear a tool tip with "Previous Page"

16. Check the Current Page field

  • Appear a tool tip with "Current Page"

17. Check the Next Page button 

  • Appear a tool tip with "Next Page"

18. Check the Last Page button 

  • Appear a tool tip with "LastPage"

19. Check the Zoom field 

  • Appear a tool tip with "Zoom"

20. Check the Search field 

  • Appear a tool tip with "Search"

21. Check the Find button

  • Appear a tool tip with "Find"

22.Check the Find Next button

  • Appear a tool tip with "Find Next"

23. Choose a Format to export

  • The Export button become active

24. Check the Export button 

  • Appear a tool tip with "Export"

25. Check the Refresh button 

  • Appear a tool tip with "Refresh"

26. Check the Print button

  • Appear a tool tip with "Print"

 

Real-time

 

1. Go to OneContactPortal\Monitoring\Default Views\Agents

  • Six default views are presented in the following order ( Agent´s Readiness, Agent´s State, Business Outcome,Agent´s Overview, , Agents, Agent Services).
  • The default time-window of the view is since Mid Night.

2. In the Agents view select the agent that you wish to monitor.

  • All the graphs are updated with the statistics of this agent since mid night.
  • In the Business Outcome view, the Pie-Chart contains the sum of the BO´s of this agent interactions, since mid night.

3. In the Agents Table, a new column was added, named 'Business Outcome'.

  • This column displays the BO´s selected as well as its number and percentage of occurrence.

4. Place the mouse on the top of the values in Business Outcome table.

  • The tool tip displays the BO name (not the ID).

5. Cross the values of the BO pie chart and table with the ones in the database.

  • Only the interactions since mid night are taken into account.

 

1. Go to OneContactPortal\Monitoring\Default Views\Inbound

  • Seven default views are presented (Calls Waiting, Service Level Agent´s State, Services´ Overview, Business Outcome, Services and Agents).
  • The default time-window of the view is since Mid Night.

2. In the Services view, select the Service that you wish to monitor.

  • All the graphs are updated with the statistics of this service since mid night.
  • In the Business Outcome view, the Pie-Chart contains the sum of the BO´s of all interactions of this service, since mid night.

3. In the Services Table, a new column was added, named 'Business Outcome'.

  • This column displays the BO´s selected as well as its number and percentage of occurrence.

4. Place the mouse on the top of the values in Business Outcome table.

  • The tool tip displays the BO name (not the ID).

5. Cross the values of the BO pie chart and table with the ones in the database.

  • Only the team interactions since mid night are taken into account.

 

1. Go to OneContactPortal\Monitoring\Default Views\Outbound.

  • Several default views are presented (Media Outcome, Business Outcome, Dialer State, Queue Length, Contacts´ Availability, Waiting Time, Agent´s State, Agent´s Overview, Services and Agents).
  • The default time-window of the view is since Mid Night.

2. In the Services view, select the Service that you wish to monitor.

  • All the graphs are updated with the statistics of this service since mid night.
  • In the Business Outcome view, the Pie-Chart contains the sum of the BO´s of all interactions of this service, since mid night.

3. In the Services Table, a new column was added, named 'Business Outcome'.

  • This column displays the BO´s selected as well as its number and percentage of occurrence.

4. Place the mouse on the top of the values in Business Outcome table.

  • The tool tip displays the BO name (not the ID).

5. Cross the values of the BO pie chart and table with the ones in the database.

  • Only the team interactions since mid night are taken into account.

 

Listen-in

 

1. Establish an audio call (Inbound, Outbound and Manual).

  • Audio call is established between Agent and Client.

2. Go to OneContactPortal and select the Listen-In Configurations.

  • A new view is presented with all the agents logged.

3. Select the agent and the service that will be Listen-in.

4. In the new window select Listen in type as Screen and press the OK button.

  • A connection to the proxy gateways is established.
  • A new window with the agent monitor can be view in it.

5. Terminate that interaction.

  • Interaction is terminated.
  • Session is opened.

6. Make a new interaction using same service.

  • New interaction.

7. Request new Listen-in.

  • New listen in is established.

8. Close the first session.

  • Session is closed.
  • Actual call and Listen-in remain established.

9. Repeat but do Voice and Screen.

  • A new window with the agent monitor can be view in it and can listen agent and client conversation.

 

Announcements

 

1. Login in OneContactPortal

  • Login in OneLoginIdentity sucessful. User main card is shown .

2. Go to Management/Announcements 

  • Announcements list is shown:
    • If tenant has PBX and OC properties, two default announcements appear - Default Nubitalk Audio and Default Nubitalk Video.
    • If tenant is PBX-only, just one announcement default appears - Default Nubitalk Audio.
  • Also, there are Create Announcement button, refresh button, settings, Search field, filters and pagination listing the total number of entities

3. Press Create Announcement button 

  • A modal opens with eight configurable fields: Name, Accessibility (active by default), Interruptibility and Default flags, File upload type, Language, Voice and Text (all required) and Preview audio button.

4. Insert Name.

5. Activate Interruptibility flag.

  • Flag description changes from "The announcement will play until it ends" to "The announcement can be interrupted". This action turns possible to insert a number while the audio/video file is playing.

6. Select File upload type: Audio TTS

  • If tenant has PBX and OC properties, there are three options available: Audio TTS, Video TTS and Upload audio.
  • If tenant is PBX-only, only two options are available: Audio TTS and Upload audio.

In "upload" options, a box with "Drag files here or click to upload" message appears

7. In Language write something that finds no results.

  • In the dropdown "No results found" appear. 

8. Clean the search field.

  • Language field "resets". 

9. Select Language.

10. Select Voice.

11. Insert Text

  • Preview audio button turns enable.

12. Press Preview button 

  • Audio plays correctly.

13. Press Create

  • Announcement details page opens.

14. In the detail card, click on the dots-up button and then on Delete

  • A confirmation modal appears.

15. Click on Cancel

  • The confirmation modal disappears and the announcement is not deleted

16. Do steps 14 and 15 again but this time click on Delete in the confirmation modal

  • The announcement is deleted.

17. Go back to announcements list 

  • Announcement appears correctly configured in announcement's list.

18. Press the dots-up symbol from an announcement

  • If the announcement isn't in use, Delete option appears enabled, if not, it appears disabled.

19. Press the Delete option 

  • A "confirmation delete" message is shown.

20. Press Delete 

  • Announcement is successfully deleted.

21. Select all the remaning announcements by the check-boxes.

22. Press the delete symbol at the top-right corner 

  • A "confirmation delete" message is shown with a note: "Annoucements that are currently associated with at least one entity will not be deleted".

23. Press Delete

  • All the announcements are deleted but the default ones ("Default Nubitalk Audio" and "Default Nubitalk Video". If another one is used as default but is not in use, it is also deleted.

 

Flow

 

1. Access to Nubitalk new portal with user credentials

  • Login in OneLoginIdentity sucessful. User main card is shown.

2. Go to Flows

  • Flows list is shown. If none is created, a message appears "No results found"; - There are Create Flow button, refresh button, settings, Search field, filters and pagination listing with total of entities in the list available.

3. Press Create Flow 

  • A modal opens with two fields: Name (required) and Description.

4. Insert Name and Description 

5. Press Save

  • Flow is successfully created.

6. Open Flow

  • Three areas distinct appear one for Description the flow, other for "OneContact Settings" and other with two tabs. The first tab is "Behaviour" to configuring a flow in a grid, and another tab is for "Variables".

7. Click the edit button for edit the information of the flow

  • A modal opens with two fields: Name (required) and Description.

8. Press Save 

  • Flow name and description changed successfully.

9. Click the edit button for edit the information of the flow

  • A modal opens with four fields: ScriptStorage, Instance, Username, Password.

10. Press Save 

  • The fields must be changed.

11. Go back to Flows list

  • The new flow appears as configured in the table; - There are three columns: Name, Type and Description; - Each teams has a dots-up symbol with Duplicate and Delete options available.

12. Select a flow and press duplicate 

  • Flow is successfully duplicated with the name being in "[original_name] - copy" format, and all the information from the original team is copied to the new one. When a name is in the limit of characters to that field an error should appear as a message, and the Save button should be disabled.

13. Go back to Flows 

  • New flow is correctly listed

14. Select a flow and press delete 

  • A confirmation message appears "Are you sure you want to delete flow_name?"

15. Press Cancel

  • Flow isn't deleted.

16. In a flow dots-up symbol, choose Delete again 

  • A confirmation message appears "Are you sure you want to delete flow_name?" 

17. Press Delete 

  • Flow is successfully deleted.

18. Select one/all the remaining flows using the checkbox/general checkbox

  • At the top of the list, a message appears "x flows selected"

19. At the top-right corner, press the delete symbol

  • A confirmation message appears "Are you sure you want to delete all the flows?" 

20. Press Delete

  • All the flows are successfully deleted. Flows list is empty.

 

Quality Monitoring

 

1. Go to Quality Monitoring

  • Identity login page appears.

2. Login and put an instance that does not have Quality Monitoring (but exists in Identity and OneContact)

  • Login is done in identity but Quality Monitoring shows the message "The user may not have access to Quality Monitoring".

3. Login with a nonexisting user and password

  • Login is not done in identity. The message "Incorrect credentials or user is locked" appears.

4. Login with an existing user with a wrong password

  • Login is not done in identity. The message "Incorrect credentials or user is locked" appears.

5. Login in Quality Monitoring using in an instance that has Quality Monitoring associated, correct user and password

  • Login in is done in identity and user gets inside Quality Monitoring.

 

1. Access Quality Monitoring as admin.

  • Login successfully. 

2. Click in "edit forms" 

  • Edit forms page is presented. 

3. Validate "Default" form.

  • A Default form is presented in forms list.

4. Click in "New". 

  • It is presented the Create New Form modal.  

5. Write the form name and click in " Create".

  • Modal is closed and edit form page is shown. 

6. Click in "Edit title". 

  • "Change name" modal is presented.

7. Click "close". 

  • Modal is closed and form name is not changed. 

8. Click again in "edit title", change name and click "confirm". 

  • Modal is closed and form name is changed.

9. Click in "add section".

  • Add Section modal is shown. 

10. Click "close". 

  • Modal is closed and any section is added.

11. Click again in "add section", write a name and click "confirm".  

  • Modal is closed and a new section in form is created.

12. Click in "Edit section". 

  • Edit Section page is presented. 

13. Click in "Add field". 

  • Add Field modal is shown. 

14. Click "close".  

  • Modal is closed and any field is added to form.

15. Click again in "add field", write the name and click "confirm".  

  • Modal is closed and new field is created.

16. Click in "edit". 

  • Edit Field modal is shown. Are presented the fields: description, mandatory, select type.

17. Click "close".  

  • Modal is closed and none changed is made.

18. Click again in "edit".

  • Modal is presented. 

19. Validate the options in Select Type field.

  • Are presented:  Free text, Single choice button, Multiple choice, Single choice list.

20. Select Free text and click "Confirm".

  • Modal is closed and field is edited. 

21. Click "Back". 

  • Form Preview page is presented. 

22. Click in "Edit Section" and then in "Add field".

  • Add field modal is shown. 

23. Write the field name and click in "Confirm". 

  • Modal is closed and new field is added. 

24. Click in "edit" in second field. 

  • Edit field modal is shown. 

25. In select type field, select Single choice button. 

  • It is presented Select List direction field with dropdown with options: Horizontal; Vertical.

26. Select Horizontal, add the desired answer options and weight and click in "confirm".

  • Modal is closed and second field is added. 

27. Click in "Add field" and repeat steps 22 and 23. 

  • All steps have the expected behaviour.

28. In select type field, select Multiple choice.

  • It is presented Select List direction field with dropdown with options: Horizontal; Vertical.

29. Select Vertical, add the desired answer options and weight and click in "confirm". 

  • Modal is closed and third field is added. 

30. Click in Delete and click Cancel.

  • The field is not deleted.

31. Click again in Delete and click OK.

  • The field is deleted.

32. Repeat steps 27 and 28.

  • The field is created.

33. Click in "Add field" and repeat steps 22 and 23.

  • All steps have the expected behavior.

34. In select type field, select Single choice list.

  • It is presented Select List direction field with dropdown with options: Horizontal; Vertical.

35. Select Horizontal, add the desired answer options and weight and click in "confirm". 

  • Modal is closed and fourth field is added. 

36. Click "Back" and add new section.

  • Second section is successfully created. 

37. Add one field in second section with description and Mandatory flag selected.

  • Field is successfully added.

38. Access to Edit forms page and associate the previously created form to a service. 

  • Form is successfully associated to a service.

39. With agent, make a call and record it (in the service mentioned above).

  • Interaction is successfully recorded.

40. Access Quality Monitoring as supervisor and evaluate the interaction (with the form made). 

  • Form is correctly presented and it is possible to submit evaluation.

41. Access to Edit form page. 

  • Page is presented. 

42. Click in the previously made form and click in "edit".

  • Edit page is presented.

43. Edit some fields. 

  • Fields are successfully edited. 

44. Record another call made by agent (in the same service).

  • Call is successfully recorded. 

45. With supervisor, access to the interaction and evaluate it. 

  • Interaction is successfully evaluated and form is presented according to the changes made. 

46. Access Quality Monitoring as supervisor and edit forms.

  • Supervisor cannot edit forms.

 

1. [Pre Condition] Services used must have 3 forms associated. 

2. [Pre Condition] Make and see email interactions in table with service email only in to, cc and bcc.

3. Access Quality Monitoring as supervisor. 

  • Login successfully. 

4. Make and record an audio, screen, audio (Inbound) and screen, IM, Mail, Facebook, Twitter, Data interaction, Outbound Power, IVR, Predictive, Preview and Manual.

  • Interactions are recorded and presented in interactions table.

5. Evaluate all the interactions with first form.

  • Forms are evaluated.
  • Start Date is correctly presented (validate that it is not in UTC).
  • Evaluation Status: green check.
  • Evaluation: "Evaluate" button.
  • Evaluator: Supervisor name.
  • Form: name of used form.
  • Export: Export button.

 

6. Evaluate all interactions with second form. 

  • Forms are evaluated.
  • Evaluation Status: green check.
  • Evaluation: "Evaluate" button.
  • Evaluator: Supervisor name.
  • Form: Different forms.
  • Export: Export button

7. Access Quality Monitoring as calibrator. 

  • Login successfully. 

8. Search for the interactions previously evaluated. 

  • Interactions are presented in interactions table. Evaluation Status: green check.
  • Calibration Status: "-". 
  • Evaluation: "Evaluate".
  • Export, Evaluator and form: Nothing is presented.

9. Calibrate the interactions (one of the forms).

  • Interactions are calibrated.
  • Calibration Status: green check.
  • Evaluator: supervisor name.
  • Form: name of used form.
  • Evaluation: Evaluate button.
  • Export: Export button.

10. Access Quality Monitoring as admin. 

  • Login successfully. 

11. Search for the interactions. 

  • Interactions are presented in table.
  • Calibration Status: with green check.
  • Evaluation: "Evaluate" button.
  • Evaluator: "supervisor name".
  • Form: Different forms.
  • Export: Export button.

12. Click in Evaluate and in modal select the form that is not marked as "already evaluated". Evaluate interaction.

  • Desired form is selected and evaluation is submitted.

13. Validate interactions table.

  • Evaluator: Different evaluators.
  • Form: Different forms.
  • Evaluation: Evaluate button.
  • Export: Export button. 

14. Access Quality Monitoring as supervisor. 

  • Login successfully. 

15.  Search for the interactions made.

  • Interactions are presented.
  • Evaluator: Different evaluators.
  • Form: Different forms.
  • Evaluation: date and hour
  • Export: Export button.

16. Access Quality Monitoring as agent.

  • Login successfully. 

17. Search for the interactions made.

  • Interactions are presented in interactions table.
  • Evaluation Status: green check.
  • Calibration Status: green check.
  • Evaluator: Different evaluators.
  • Form: Different forms.
  • Evaluation: Evaluate button. 

18. Click in one of the interactions and review all the evaluations. 

  • Reviews are summitted.
  • Agent feedback: "*".
  • Evaluation: date and hour.
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