Test and Verify CxEvaluate for Go-Live

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

CxEvaluate provides a tenant with a number of quality management tools. CxRecord MUST be purchased and implemented before CxEvaluate can be deployed.

It is important to test and verify CxEvaluate configurations and functionality at the conclusion of installation and configuration activities. If CxRecord and/or CxCapture are being deployed, each of those will have their own checklist to complete.

This checklist provides a guideline to help with a tenant's Go-Live preparations for CxEvaluate and its features and functions.

CxEvaluate
CxEngage Quality Management (CxQM) CxEvaluate 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 and CxCapture, if enabled, have been implemented correctly Verify all CxRecord and CxCapture Verification Tests have been completed before proceeding.
Action Additional Notes Related Resources
Verify CxQM User Accounts have Evaluation Licenses Assigned

Verify specific CxQM user accounts have the Evaluation License assigned to them at CxQM > Recordings > Administration > Users.

CxEvaluate features are not available to a user if the Evaluation License selection is not made.
Verify Forms Components Verify the tenant's forms and form components have been created.  
  - Verify all tenant required evaluation Scoring Modes have been configured.
  - Verify all tenant required evaluation Skillsets have been configured.
  - Verify all tenant required evaluation Header Categories have been configured.
  - Verify all tenant required evaluation Header Fields have been configured.
Verify Tenant Forms - Verify all tenant evaluation and conditional evaluation forms have been created and configured.
  - Verify all tenant selected evaluation forms are activated.
Verify E-Learning Materials -Verify all tenant e-learning materials have been created and uploaded to the E-Learning Library and content folders.
  - Verify all e-learning materials can be opened or accessed.  
Action Additional Notes Related Resources
Verify Evaluation Functionality

Verify user can evaluate:

  • An audio only recording.
  • An audio and screen captured recording.

 
  - Select and use a test audio and screen captured interaction recording record from Recordings > Playback.  
  - Use the Evaluate button to launch an evaluation.
  - Select a tenant evaluation form, complete the evaluation, play the audio and/or screen capture recordings.
  Save the form and print it, export or distribute to the target user via email.  
  - Save the form and print it.
  - Save the form and export it.
  - Save the form and email it. Verify the target user received the emailed form and can open it.
  - Verify playback of the recording or recording segment from the evaluation form.
Action Additional Notes Related Resources
Verify Coaching Session and E-Learning Functionality

Verify user can:

  • Create a coaching session on an interaction.
  • Create a coaching session from an evaluation.
  • Add e-learning attachments to coaching sessions.
  • Add call portions as attachments to coaching sessions.

 
  Select and use a test audio and screen captured interaction recording record from Recordings > Playback.
  - Launch a Coaching Session to the user.

 
  - Attach various e-learning materials to the session and save it
  - Verify the session appears in the Coaching and E-Learning > Library and > Activities tables

 
  - Verify the user received the coaching session on their My Engage dashboard for action
  - Have the user complete the coaching session and any e-learning assignments attached.
  - Verify the status of the session changed to completed