6.10 Implementation Validation & Sign-Off
6.10.1 Configuration Validation Checklist
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| PRE-GO-LIVE CONFIGURATION CHECKLIST |
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| |
| COMPONENT | ITEMS | STATUS |
| ======================================================================= |
| |
| TENANT SETUP |
| ----------------------------------------------------------------------- |
| [ ] Tenant activated with India DC |
| [ ] Licenses assigned (100 Standard + 75 Premium + 10 Supervisor) |
| [ ] SSO configured and tested |
| [ ] Admin roles assigned |
| [ ] Data residency verified |
| |
| ENTRY POINTS |
| ----------------------------------------------------------------------- |
| [ ] 6 Entry Points created and active |
| [ ] Dial numbers mapped correctly |
| [ ] Flows associated with Entry Points |
| [ ] Test calls reach Entry Points |
| |
| QUEUES |
| ----------------------------------------------------------------------- |
| [ ] 10 Queues configured |
| [ ] Skills-based routing configured |
| [ ] Skill relaxation tested |
| [ ] Overflow paths verified |
| |
| SKILLS |
| ----------------------------------------------------------------------- |
| [ ] 18 Skills created |
| [ ] 12 Skill Profiles configured |
| [ ] Agents assigned skill profiles |
| |
| FLOWS |
| ----------------------------------------------------------------------- |
| [ ] 9 Flows built and published |
| [ ] 87 Audio prompts uploaded |
| [ ] Virtual Agent integration working |
| [ ] All flow paths tested |
| |
| AGENTS |
| ----------------------------------------------------------------------- |
| [ ] 175 Agents provisioned |
| [ ] 8 Teams configured |
| [ ] User profiles assigned |
| [ ] Agent Desktop accessible |
| |
| DIGITAL CHANNELS |
| ----------------------------------------------------------------------- |
| [ ] Chat widget deployed and tested |
| [ ] WhatsApp connected and tested |
| [ ] Email channel configured |
| |
| AI / VIRTUAL AGENT |
| ----------------------------------------------------------------------- |
| [ ] GCP Dialogflow CX agent configured |
| [ ] 15 Intents trained and tested |
| [ ] WxCC connector connected |
| [ ] VA node in flows working |
| [ ] Escalation with context verified |
| |
| RECORDING & COMPLIANCE |
| ----------------------------------------------------------------------- |
| [ ] Recording enabled (all calls) |
| [ ] Consent announcements playing |
| [ ] PCI auto-pause working |
| [ ] Regional storage verified |
| |
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6.10.2 Call Flow Test Scenarios
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| CALL FLOW TEST MATRIX - 20 SCENARIOS |
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| |
| ID | SCENARIO | EXPECTED RESULT | STATUS |
| ======================================================================= |
| |
| VOICE FLOWS |
| ----------------------------------------------------------------------- |
| TC-01 | India TF -> English -> Sales | Sales_India_Queue | [ ] |
| TC-02 | India TF -> Hindi -> Support | Support_India_Queue| [ ] |
| TC-03 | Mumbai DID -> Billing | Billing_Queue | [ ] |
| TC-04 | Invalid menu option | Retry (max 3x) | [ ] |
| TC-05 | Timeout (no input) | Default English | [ ] |
| TC-06 | After hours call | AfterHours flow | [ ] |
| TC-07 | UK number -> EMEA_Main_EP | Sales_EMEA_Queue | [ ] |
| TC-08 | US number -> Americas_Main_EP | Sales_Americas_Q | [ ] |
| |
| VIRTUAL AGENT |
| ----------------------------------------------------------------------- |
| TC-09 | "Where is my order" | Order status given | [ ] |
| TC-10 | "What is my balance" (Hindi) | Balance in Hindi | [ ] |
| TC-11 | "Talk to an agent" | Escalate w/context | [ ] |
| TC-12 | 3x no input | Auto escalate | [ ] |
| |
| AGENT OPERATIONS |
| ----------------------------------------------------------------------- |
| TC-13 | Agent hold/resume | MOH plays, resume | [ ] |
| TC-14 | Blind transfer to queue | Transfer completes | [ ] |
| TC-15 | Consult transfer | Context preserved | [ ] |
| TC-16 | Conference call | 3-way works | [ ] |
| |
| DIGITAL CHANNELS |
| ----------------------------------------------------------------------- |
| TC-17 | Web chat conversation | Agent receives chat| [ ] |
| TC-18 | WhatsApp inbound | Routed to digital Q| [ ] |
| TC-19 | Email routing | Email in queue | [ ] |
| |
| RECORDING |
| ----------------------------------------------------------------------- |
| TC-20 | Recording playback | Recording accessible| [ ] |
| |
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6.10.3 Go/No-Go Criteria
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| GO/NO-GO DECISION CRITERIA |
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| |
| CRITERIA | THRESHOLD | ACTUAL | STATUS |
| ----------------------------------+------------------+----------+---------|
| All Entry Points functional | 100% (6/6) | | [ ] |
| All Queues receiving calls | 100% (10/10) | | [ ] |
| Agent Desktop accessible | 100% (175/175) | | [ ] |
| Virtual Agent containment | > 20% | | [ ] |
| Recording operational | 100% | | [ ] |
| Test scenarios passed | > 95% (19/20) | | [ ] |
| No P1/P2 defects open | 0 | | [ ] |
| Rollback plan documented | Complete | | [ ] |
| Agent training completed | 100% | | [ ] |
| Supervisor sign-off | All supervisors | | [ ] |
| ----------------------------------+------------------+----------+---------|
| |
| FINAL DECISION: [ ] GO [ ] NO-GO |
| |
| Date: ________________ Time: ________________ |
| Approved By: _____________________________ |
| |
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6.10.4 Sign-Off
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| IMPLEMENTATION SIGN-OFF |
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| |
| ROLE | NAME | SIGNATURE | DATE |
| ------------------------+--------------------+---------------+------------|
| Project Manager | | | |
| Technical Lead | | | |
| CC Operations Manager | | | |
| IT Security | | | |
| Business Owner | | | |
| ------------------------+--------------------+---------------+------------|
| |
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