Test and Verify CxCapture for Go-Live

The following checklist only applies to customers who have purchased CxCapture.

Screen capturing is considered another form of recording. CxCapture provides screen capture recording of user workstation activities, including any wrap-up time used for post-interaction work. CxCapture functions with the features and functionality of CxRecord. CxRecord MUST be purchased and implemented before CxCapture can be deployed.

It is important to test and verify CxCapture configurations and functionality at the conclusion of CxCapture installation and configuration activities. This checklist provides a guideline to help with a tenant's Go-Live preparations for CxCapture and its features and functions.

CxEngage Quality Management(CxCapture) Go-Live Checklist  
Tenant Name:  
Tenant Number:  
Location:  
Location Contact Name:  
Location Contact Number:  
Serenova Project Number:  
Professional Service Administrator/Installer Name:  
Professional Service Administrator/Installer Contact Number:  
Go-Live date:  
Verification and Completion date:  
Action Additional Notes Related Resources
Verify CxRecord has been Successfully Implemented Verify that all CxRecord Verification Tests have been completed.
Verify CxEngage Flows Verify the tenant's CxEngage Flows have been configured for audio recording and screen capture recording.
Verify CxEngageUser Profiles

Verify all tenant user accounts that are to be screen capture recorded have their profile's Workstation ID setting configured. Found at CxEngage > User Profile >  Workstation IDs.

If no Workstation ID is entered in the user profile, that user's workstation will NOT be screen capture recorded.
Action Additional Notes Related Resources
  PROXY Pro Gateway and Host software will have been setup and configured with CxRecord configuration.  
Check the Workstations Check for workstation operations.  
 

- Verify all PC workstations have PROXY Pro Host software installed and configured.

  - Verify all PC workstations can logon and get a connection back to the gateway. Make sure the connection is stable.  
  - Verify all workstation email capabilities by sending and receiving test emails.  

Use these test cases to create a variety of interaction recordings to use with the Verification tasks. There should be many calls using each test case, introducing a variety of pause and hold times, transfers and conferencing attempts. Have the user work with local and network-based software to create screen activities on the workstations for single and multiple screen recording testing. These test case variables will be needed on the recordings to make sure that the playback contains all segments, call components and workstation screen captures for testing.

Verification Test Cases CxEngage Call Flow Scenario Example Actions CxQM Result

Inbound: Receive a work offer from an External number (PSTN).

Agent A receives and accepts inbound work offer from outside number (PSTN).

Agent performs various workstation activities during holds and pauses.

After disconnect, agent continues working on screen activities.

Single Agent Inbound scenario - CxQM will have recordings for Agent A with audio and screen captures as well as some wrap-up up time after disconnect. If the workstation being tested has multiple screens, use each screen as part of the recording,

Inbound: Receive a work offer (to an Internal extension) from another Internal extension.

Agent A receives and accepts inbound work offer from an internal number (e.g. another agent).

Internal to internal agent interaction recording is NOT SUPPORTED.

Outbound: Make a call to an external (offnet) PTSN number (local number, long distance number, mobile number, toll-free number).

Agent A makes outbound click to dial to a customer (PSTN extension).

Agent performs various workstation activities during holds and pauses.

CxQM should have audio and screen capture recordings for Agent A; recording starts when customer answers.

Conference: Place an add participant to conference in another party (agent).

While on a call with a customer:

  • Agent A adds Agent B to the conference while customer waits on hold.
  • Agent B joins the call with Agent A.
  • Agent A takes customer off hold.
  • Agent A & B are all on call with customer.

Agent performs various workstation activities during holds, pauses and conference attempts.

CxQM will have 2 recordings joined through a tracking ID including audio and screen captures:

  • Agent A (Call Start - recording starts when agent accepts work offer).

Hold event displayed in Agent A's segment to indicate customer on hold during agent consult (audio is captured).

  • Agent B (Conference - recording starts when customer is taken off hold).

Cold Transfer: Transfer call to a queue without prior consult (cold transfer).

While on a call with a customer:

  • Agent A cold transfers to another queue (find available Agent B).
  • While customer is on hold, Agent A disconnects.
  • Agent B accepts work offer and joins the call with the customer.

Agent performs various workstation activities during holds, pauses and transfer attempts.

CxQM will have 2 recordings including audio and screen captures:

  • Agent A (Call Start - recording starts when agent accepts work offer and ends when they disconnect).
  • Agent B (Transfer- recording starts when customer is taken off hold and ends when they disconnect).
  • Customer Queue waiting time is not is captured.

Cold Transfer: Transfer to an external  (offnet) extension PTSN number (local number, long distance number, mobile number, toll-free number).

While on a call with a customer:

  • Agent A dials to  transfer list, Agent A disconnects.
  • Customer is on hold while the external party is dialed.
  • The external party joins call with customer.

Agent performs various workstation activities during holds, pauses and transfer attempts.

CxQM will have one recording for Agent A until the transfer was initiated including audio and screen captures.

CxQM will NOT record the off system consultation between the Agent and the Manager.

Warm Transfer: Transfer call to another agent after consult (warm transfer).

While on a call with a customer:

  • Agent A warm transfers to Agent B.
  • While customer is on hold, Agent A consults with Agent B.
  • Agent A disconnects.
  • Agent B picks up the interaction and joins with the customer.

Agent performs various workstation activities during holds, pauses and transfer attempts.

CxQM will have 2 recordings including audio and screen captures:

  • Agent A (Call Start) - recording starts when agent accepts work offer and ends when they disconnect.
  • Hold event displayed in Agent A's call segment to indicate customer on hold during agent consult (audio is captured).
  • Agent B (Transfer) - recording starts when customer is taken off hold and ends when they disconnect.
  • Customer Queue waiting time is not captured.

Warm Transfer: Place an internal call to an extension and consultative transfer to an external (offnet) PTSN number (local number, long distance number, mobile number, toll-free number).

While on a call with a customer:

  • Agent A dials to  transfer list (manager's cell phone).
  • Agent consults with their manager while customer is on hold.
  • Manager disconnects, Agent joins back with Customer to continue interaction.

Agent performs various workstation activities during holds, pauses and transfer attempts.

We will have one recording for Agent A until the transfer was initiated, including audio and screen captures.

CxQM will NOT record the off system consultation

between the Agent and the Manager

Using interaction test calls based on the above interaction scenarios with audio and screen captured workstation activities, verify that:

  • The interaction test case for audio and screen captures, as set up, has been recorded.
  • An interaction record was created for each screen capture interaction recording.
  • Each interaction recording and it's segments can be retrieved and played back with screen captures.
  • That various CxCapture recording features, such as searching, saves, remarks, flagging, reporting, dashboards, audit trail messaging, and so on, function properly.
Action Additional Notes Resources
Verify CxQM Recording

Use selected tenant phones with known names, directory and extension numbers. Place various inbound and outbound test calls using the above listed scenarios. Calls should be of various call lengths including various hold and pause times, conferencing and transfer activities.

Initiate various screen-based activities to be recorded on each user workstation.

Currently, there is no recording of any outbound call legs sent to the PTSN. This is a CxEngage process issue being worked on.

Only workstations with the user profiles configured with their Workstation ID will have their screens recorded.

  
Verify Call Records with Screen Recording

Launch CxQM and verify that each screen capture interaction test case got a recording record with applicable data indicating screen captures.
  - Verify all screen recording records appear in order.  
  - Verify the Recording table columns, including Screen Capture, have filled with appropriate screen-captured interaction data, indicators and that the columns can be rearranged, filtered and reset.  
Verify Screen Recording Playback

Use the Playback table and media player to highlight and playback each test call (audio only and audio and screen capture) from it's recording record, verifying Hold, Pause and Silence durations. Verify call details associated with each test call. Verify the Video Player plays the screen capture files. Verify the media mlayer plays audio-only files, if selected. Be sure to wait for and verify any post-interaction Wrap-Up time activities.
Verify Saved Interactions Verify a user can create new, modify or delete Saved Interaction folders.
  - Verify a user can save screen capture test calls to Saved Interactions folders.  
  - Verify a user can retrieve screen capture test calls for Saved Interactions.  
Verify Custom Searching Verify user can Custom Search for all screen capture test calls.
  - Verify Custom Search button gives user access to Custom Search Options, Users, Resources and Groups tabs.  
Verify Saved Searches Verify user can create new, modify or delete screen capture Saved Searches folders.
  - Verify user can save screen capture search settings and results of test call searches to Saved Searches folders.
  - Verify user can retrieve screen capture settings and results of test call searches from Saved Searches.
Verify Emailing of Screen Recording Audio Files Test emailing of screen-captured interaction audio files.

 
  - Select a screen recording to send to another user, as an attachment to an email. Use the Email button to email it to a user. Verify the user received the email and attached recording and can play it back using a computer media player.
Verify Recording File Downloading

Test downloading of screen-captured interaction audio files.