Test and Verify CxRecord for Go-Live

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

CxRecord provides audio recording of CxEngage agents. CxCapture, for screen capture recording, and CxEvaluate, for quality management, are purchased individually and can be implemented only after CxRecord is installed.

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

If CxCapture and/or CxEvaluate are being deployed, each module will have it's own checklist to complete. Use these links:

CxEngage Quality Management (CxQM) CxRecord Go-Live Checklist v0.1
Tenant Name:  
Tenant Number:  
Location:  
Location Contact Name:  
Location Contact Number:  
Serenova Project Number:  
Professional Services Administrator/Installer Name:  
Professional Services Administrator/Installer Contact Number:  
Go-Live date:  
Verification and Completion date:  
Action Additional Notes Related Resources
Verify CxEngage Integrations Verify cxengage-qm integration has been added and enabled on Tenant This is done through an API call.
Verify CxEngage Flows Verify the tenant's CxEngage Flows have been configured for audio recording.
Verify CxEngage Users Profiles Verify all tenant's CxEngage User Accounts that will be synced with CxQM are configured for audio recording.
Action Additional Notes Related Resources
Verify CxQM User Accounts Check all CxQM user accounts for names, default user roles, extensions, workstation IDs, agent IDs, DNs, mobility IDs, permissions for groups, email accounts, authentication type and Evaluation License selections and Active/Inactive Status.
Verify Tenant's Groups Verify tenant's Groups group names, types and membership have been configured.
Review Display Settings Verify tenant's requirements for Administration > Setup > Display Settings have been configured.
Review Audit Trail Settings Verify tenant's requirements for Administration > Setup > Audit Trail have been configured.
Review Quality Options Settings Verify tenant's requirements for Administration > Setup > Quality Options have been configured.
Review Recording and Quality Dashboard Settings Verify tenant's requirements for Dashboard settings have been configured for local users.
Review New Reports, if desired, have been created Verify tenant's requirements for any new special Reports have been designed and configured.

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. These test case variables will be needed on the recordings to make sure that the playback contains all segments and call components 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).

Single Agent Inbound scenario - CxQM will have a single recording for Agent A.

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 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).

CxQM should have a single recording 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.

CxQM will have 2 recordings joined through a tracking ID:

  • 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.

CxQM will have 2 recordings:

  • 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.

CxQM will have one recording for Agent A until the transfer was initiated

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.

CxQM will have 2 recordings:

  • 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.

We will have one recording for Agent A until the transfer was initiated

CxQM will NOT record the off system consultation

between the Agent and the Manager

Using interaction test calls based on the above interaction scenarios, verify that:

  • The interaction test case, as set up, has been recorded.
  • An interaction record was created for each interaction recording.
  • Each interaction recording and it's segments can be retrieved and played back.
  • That various CxRecord features, such as searching, saves, remarks, flagging, reporting, dashboards, audit trail messaging, and so on, function properly.
Action Additional Notes Related 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 with conversations and include hold and pause times, conferencing and transfer activities.

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

 Use the interaction test cases listed previously.
Verify Call Records

Launch CxQM.

Verify that each interaction test case attempted got a recording record with applicable data in the Playback window table.
  - Verify all test recording records appear in order.  
  - Verify the Recording table columns are filled with appropriate interaction data, columns can be rearranged, filtered and reset.  
Verify Recording and Recording Segment Playback

Use the Playback table and Media Player to highlight, select and playback each interaction test call from it's recording record, verifying Hold, Pause and Silence durations. Verify call details associated with each test call.

Playback calls that include segments from transfers and conferences to verify all segments are found and can playback.
Verify Saved Interactions Verify a user can create new, modify or delete Saved Interaction folders.
  - Verify a user can save test calls to Saved Interactions folders.  
  - Verify a user can retrieve test calls for Saved Interactions.  
Verify Custom Searching Verify user can Custom Search for all test calls using Options, Users and Groups tab settings.
  Verify Custom Search gives user access to Custom Search Options, Users and Groups tabs.  
Verify Saved Searches Verify user can create new, modify or delete Saved Searches folders.
  - Verify user can save test calls to Saved Searches folders.  
  - Verify user can retrieve test call searches and results from Saved Searches.  
Verify Emailing of Recording Files or URLs Test emailing of recording files to a user.

 
  - Select a 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 recording files. Test combining and downloading of more than one recording file as a ZIP file.  
  - Select a recording to download. Use the Download button and download to it to the computer. Verify the user received the download and can open and play it back using a computer media player.
  - Select at least 2 recordings to combine and download. Use the Combine and Download button and combine and download the two recording files to the computer. Verify the user received the download ZIP file and can open and play the contents back using a computer media player.
  • Combine & Download (Interactions) Button
Verify Remarks Column Input and Search Verify entering remarks in Remarks 1 and 2 columns.  
  - Select a recording, use the Manage Remarks button to enter remarks in both Remarks 1 and 2 columns.
  -Test the 160 character remark limit per column.  
  - Verify Custom Search  Options > Remarks will search for and find the recordings with remarks.
Verify Related Calls Verify ability to Find Related Calls, use one of the test calls with multiple callers.
  - Select a test call with transfers or conferencing.  
  - Use the Find Related button to sort and display call portions related.  
Verify Flags Verify Flagging and Locking by selecting one of the test recordings.
  - Use the Playback table Flag option to flag, mark as complete and clear a flag.  
  - Use the Playback table Flag option to lock and unlock a recording.  
  - Verify Flags can be used in Custom Search.
Verify Results and Display in the Recordings title bar Verify Results and No of Records to display.
  - Use the No of Records setting, select a number such as 50 and click Go.  
  -Verify Results and the table go to a count of 50.  
Verify Export of Call Records Verify Export of Interaction Recordings.
  - Use the Export icon to export a number of recording records.  
  - Verify the exported file of records can be opened.  
Verify User Settings Verify User Playback Settings.
  -Verify user settings (sprocket icon) are set to the tenant's requirements.  
Verify Reports Verify Recording Reports Functionality  
  - Run each Report type and verify its output.
  - Click Run Schedule to start scheduled recording reports for the tenant.
 

- Select and run a Recording report and verify it can be copied.
 

- Select and run a Recording report and verify it can be emailed.
 

- Select and run a Recording report and verify it can be exported.
Verify Recording Dashboard and Widgets Verify Recording Dashboard Functionality.  
  - Open the Recording Dashboard, verify it is collecting and displaying current recording information. Verify parameter changes get an update on the widget displays.