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| Use Case | Expected Result |
|---|---|
| Initiate test interactions into the primary Business Processes | These interactions should be handled by the system, the customer should receive the expected messaging / treatment, and offered to Ready Agents. |
| Initiate at least one of each interaction type | Test interactions of each type (chat, email, inbound phone call, outbound phone call, callback, campaign) should be initiated, the customer should receive the expected messaging / treatment, and those interactions offered to Ready Agents. |
| Agent login, change ACD state to Ready, and handle test interactions | The agent should be able to login, set their state to Ready, and be offered test interactions. The agent should be able to perform all interaction handling functions (transfer, conference, canned responses, disposition codes, etc.) as expected. |
| Test interactions and agent status display in Supervisor | The test interactions should appear in the real-time and historical metrics of BP Monitor and Agent Monitor. |
| Report metrics | The test interactions should appear in all of the relevant reports. Each of the report types: Business Process, Queue, and Agent should reflect all metrics properly. |
| Dashboard metrics | The test interactions should appear in the relevant metrics and Business Process inside the Contact Center Dashboard. |
| BroadWorks unification features | For Unified deployments, Agents should automatically be placed into the Backoffice state and the BroadWorks Enterprise Directory should display to the Agent. |
| Call recording | All test interactions should be recorded and accessible to the contact center leaders. |
| API integrations for data-driven routing, displaying customer information to the agents, or storing interaction data in an external CRM or business application | For any API-based integrations, the data should flow back/forth seamlessly between ECS and the client's systems. |