Standard Live Chats Tests
The doc covers all the necessary test cases for Live Chats.
Basic : ( For overall sanity testing of Live Chat )
- Agent / Supervisor can login
- Agent / Supervisor can logout
- Agent / Supervisor can change states
- Agent / Supervisor can view KPI page
- Agent / Supervisor can see live KPIs in Chats page
- Supervisor can see Chat History page
- Supervisor can see Agent Monitoring Page
- Agent can only see his chats in Chats page
- Supervisor can see Inqueue chats, Agent Handling chats & his chats ( if any ) in Chats page
- On clicking any chat in Chats page, details of that chat are getting displayed in the middle & user profile details on right side of the screen
- Agent can send free texts & user can see them exactly as sent & vice versa
- Agent can send canned responses & user can see them exactly as sent
- Supervisor can join Agent's chat & can supervise it & then can send whisper & barge messages
- Supervisor can force take over chat after supervising
- Supervisor can stop supervising chats
- Chats are getting auto routed when free load is available
- User's chat moved to respective queue when there is no freeload available
- User's chat that is in queue is transferred to agent as soon as freeload is available
- Agent can transfer chats to groups or to any particular agent / supervisor
- Agent can accept / reject pending chats that have come in through transfer
- Chats are going back to queue if Pending Chat Timeout expires & agent does not accept / reject the incoming transferred chat
- Agent can resolve the chat
- User can end the chat
- Chats end when Stale Timeout expires post user's last message
- Chats end when Disconnect Timeout expires post user disconnecting from chat
Functionality Specific Live Chats Testing :
Chat session end :
- Agent resolves the chat
- User clicks on End chat
- User disconnects & does not reconnect before Disconnect Timeout expires
- Chat ended as Stale timeut expires
Transfer chat :
- Agent can accept transferred chat
- Agent can reject transferred chat
- Transfer chat to an agent is only possible when his free load is available
- Transfer chat to a group is always possible & chats will go in queue when no free load is available or auto assigned in case free load is available
- Chats are going back to queue if Pending Chat Timeout expires & agent does not accept / reject the incoming transferred chat
Supervisor specific :
- Supervisor can see Inqueue, Agent chats & his chats ( if any ) in Chats page
- Supervisor can join agent chat room
- Supervisor can Supervise an agent chat
- Supervisor can Stop supervising an agent chat
- Supervisor can send Whisper messages
- Supervisor can send Barge messages
- Supervisor can Force takeover a chat from an agent
- When a chat is already being supervised, other Supervisors will not have this supervising functionality available
Agent Remaining capacity specific tests :
- Chat auto routed to agent
- Chat handled by agent ended as Stale Timeout expires
- Chat handled by agent ended as user click on End chat
- Chat handled by agent ended as agent Resolved the chat
- Chat handled by agent ended as user Disconnect & does not reconnect before Disconnect Timeout expires
- Chat handled by agent is Force takeover by supervisor
- Agent disconnects & does not reconnect before Admin Disconnect Timeout expires
- Agent transfers chat to an agent
- Agent transfers chat to a group
- Agent accepts an incoming transferred chat
- Agent rejects an incoming transferred chat
- Agent ends chat while user is disconnected
- Transfer chat to an agent & chat is pending ( waiting to be accepted or rejected ) & user ends chat
- Transfer chat to a group & chat assigned to agent
- Transfer chat to a group & no agent is assigned before Inqueue Timeout expires & chat is re-routed back to bot
- Transfer chat to a group & chat in queue waiting to be assigned when free load is avialable & user ends chat while in queue
- User ends chat while agent disconnected & agent returns before Admin Disconnect Timeout expires