This is a working draft for IT Test Cases.
Test Case | Steps Involved | Pass/Fail | Notes |
|---|---|---|---|
Login Test | Open the Genesys Desktop Application for Mac Enter a valid username and password Click the login button Verify successful login to the Genesys CloudCX system | ||
Call Handling Test | Place a call to the Genesys CloudCX system Verify that the call is answered by an agent using the Genesys Desktop Application for Mac Check that call audio is clear and audible Test call transfer and hold functionality Verify that call disconnects properly | ||
Voicemail Test | Leave a voicemail message for a Genesys CloudCX user Verify that the message is successfully left and stored Check that voicemail notification is received on the Genesys Desktop Application for Mac | ||
Ticketing System Test | Verify that JIRA is properly integrated with the Genesys CloudCX system Create a new ticket and verify it is properly logged and assigned to the correct agent Check that ticket updates and resolution are properly tracked in JIRA | ||
BOFE Integration Test | Verify that BOFE is properly integrated with the Genesys CloudCX system Access customer data through BOFE during a call and verify accuracy Check that customer data updates made through BOFE are reflected in the Genesys CloudCX system | ||
Reporting Test | Check that reports generated from the Genesys CloudCX system are accurate and comprehensive Verify that reports can be generated for different time periods and for specific agents or teams Test that reports can be exported in different formats (e.g. CSV, PDF) | ||
Security Test | Verify that user accounts are properly protected with strong passwords Check that the Genesys CloudCX system uses secure protocols for communication and data transfer Test that the system implements proper access controls and authentication mechanisms Verify that data stored in the system is properly encrypted and secure |
Note: The Pass/Fail and Notes columns can be filled in during the testing process to keep track of the results and any relevant observations.