Test User Workstations

Test a workstation's ability to process audio and screen recordings by making test calls and using the Playback tab and Media Player to see and hear playbacks.

Refer to this topic for more information on playback of screen-captured recordings: Play Screen-Captured Recordings

1. Create and send a few test interactions directly to the user workstation being tested for audio and screen recording.
   1. Direct several interactions to the workstation while the user is logged in, as if in normal business type activities.
   2. Each interaction delivered should be answered, contain single or multiple screen activities (to be recorded) and be concluded.
   3. If agent warp-up time is provided, a test interaction will need additional screen activities performed after the interaction has concluded to check wrap-up functionality and screen recording.
2. Logon to CxQM.
   1. Verify the test interaction recordings appear in the Playback tab with appropriate screen recording indicators.
   2. Select a known test interaction record from the user workstation under test.
   3. Double-click the interaction record to launch the Screen Capture Video Player and begin playing the audio and screen activities recording.
   4. Use the Screen Capture Video Player to:
      • Watch and listen as the recording's audio and screen recordings play out. If the workstation has multiple screens being recorded, select and view each one using the navigation tools.
      • Stop and start the recording playback to verify the playback of the screen recording file can be manipulated.
   5. If wrap-up time is used, continue with the playback and observe that wrap-up activities were completed as a part of the recording.
3. Both the audio and screen activities captured in the recording should play in sync.
4. Check other interactions before closing out the user's workstation testing.