This section focuses on testing the caller's experience of contact center skill groups as outlined in the testing section of your provided workbook (with purchase of Professional Services for a Contact Center Install).
Preparing this test:
Log all agents out of their skill groups OR ensure they are not logged into their Contact Center Agent Client.
This can be verified with the Group Timeline.
Navigate to Realtime ► Group Timeline from the Administration Client documented in your testing sheet. Select the target skill group in the drop-down located at the top left of the application:
Monitor the agents in the left pane and verify no agents are eligible for the skilled calls (either logged out of the skill group or on MM-DND). Note: if you right-click on their name, you can force them out of the skills or into MM-DND to make them ineligible.
Keep Group Timeline open as this will allow you to see your test call(s) in the queue.
Another great testing tool is Cradle to Grave. This allows you to see the full history of a call once it has concluded. Simply navigate to Reports ► Cradle to Grave, find your call, and expand it (+) to see all call events including the groups.
Caller Experience Testing
Below is a brief description of each testing item included in the test sheet of the workbook
Call into each of the skill groups - Queuing to the correct skill
Call into each test number provided. Navigate to each of the skill groups and verify you are in the correct group as visible in the group timeline.
Note: If using a queue overflow option, as outlined later in this article, the call may overflow as designed if no agents are logged in.
Verify all announcements and queue music are as desired
Confirm the queue music and announcements are as requested and sound clear.
Associated Training Articles:
How to add Skill Queue Announcements
How to configure Queue Music for a Skill Group
Able to schedule a Queued Callback
Requires proper licensing
Note: If you have chosen the "Wait in Queue" strategy. You will NOT be able to schedule a callback if you are the first person in the queue. This test will need to be conducted with a second call in the queue to hear the queue callback option and to schedule it.
Call into each skill group that has queued callback enabled and schedule a callback.
Steps:
- Listen to the queue announcements and press the digit action when prompted to schedule a queue callback. Note: you can press the digit action at any time but you are encouraged to listen for the announcement to verify it's available. The default digit action for a queue callback is "1"
- Follow the prompts and either accept the caller ID recognized for your callback number OR press 2 to manually enter your number. Continue to follow the prompts until the callback is scheduled and the call is disconnected
- Verify you see the callback scheduled in the Group Timeline. This can be done by selecting the "Queued Calls" tab. A scheduled callback will have a clock icon next to the caller's details.
- The callback can now be initiated by making an agent available in the skill (covered in the agent portion of the testing process)
Associated Training Articles:
Scheduling and Receiving a Queue Callback
Queue Callback Strategies - Wait in Queue and Reserve Agent
Queue Timeout works
A Queue Timeout is the ability to overflow a queued call to another destination if the set amount of time has passed and no agents have answered the call. If a queue timeout was elected in the workbook, confirm it’s working.
Details can be found on the queue options tab of the project Workbook
Queue Overflow works
A Queue Overflow is the ability to overflow calls to another destination immediately if all agents are logged out to the skill or no agents are ready. If a queue overflow was elected in the workbook, confirm it’s working.
Note: if selected and no agents are logged into the skill, all other tests may appear to fail although it's working exactly as designed.
Details can be found on the queue options tab of the project Workbook
Verify all digit actions are working as expected
Digit Actions are optional. This feature is the ability to add the option for a caller waiting in the queue to be able to opt-out of the skill to another destination based on their selection. This is not the same as the auto-attendant.
If digit actions were elected in the workbook, confirm they are working.
Details can be found on the digit actions tab of the project Workbook