Chapter 7: WxCC Migration Execution (Phase 2) -- 7.6 Go-Live Validation
7.6 Go-Live Validation
7.6.1 Go-Live Checklist
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| WXCC GO-LIVE VALIDATION CHECKLIST |
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| |
| ENTRY POINTS |
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| [ ] EP-01: India_Main_Voice_EP active |
| [ ] EP-02: India_Sales_Direct_EP active |
| [ ] EP-03: EMEA_Main_Voice_EP active |
| [ ] EP-04: Americas_Main_Voice_EP active |
| [ ] EP-05: Global_Chat_EP active |
| [ ] EP-06: Global_Email_EP active |
| |
| QUEUES |
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| [ ] All 10 queues visible in real-time dashboard |
| [ ] Agents assigned to correct queues |
| [ ] Service Level thresholds configured |
| |
| AGENTS |
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| [ ] 175 agents provisioned |
| [ ] All agents able to login |
| [ ] Agent state changes working |
| [ ] Phone integration (Webex Calling) working |
| |
| FLOWS |
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| [ ] India_MainMenu_Flow_v1 - working |
| [ ] Language selection (EN/HI) - working |
| [ ] Menu routing - all options working |
| [ ] Virtual Agent Abhi - responding |
| [ ] After hours flow - activates correctly |
| |
| RECORDING |
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| [ ] Recording enabled (100% calls) |
| [ ] Consent announcement playing |
| [ ] PCI pause working (Billing queue) |
| [ ] Recordings accessible in WFO |
| |
| INTEGRATIONS |
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| [ ] Salesforce screen pop working |
| [ ] Dialogflow CX (Abhi) responding |
| [ ] Agent Assist suggestions appearing |
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| SUPERVISOR |
| ----------------------------------------------------------------------- |
| [ ] Real-time dashboard accessible |
| [ ] Agent monitoring (whisper/barge) working |
| [ ] Reports generating |
| |
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7.6.2 Test Scenario Matrix
| ID |
Scenario |
Entry Point |
Expected Result |
Pass |
| TC-01 |
India TF -> English -> Sales |
EP-01 |
Routes to Sales_India_Queue |
[ ] |
| TC-02 |
India TF -> Hindi -> Support |
EP-01 |
Routes to Support_India_Queue |
[ ] |
| TC-03 |
Mumbai DID -> Billing |
EP-01 |
Routes to Billing_Queue |
[ ] |
| TC-04 |
Invalid menu option |
EP-01 |
Retry prompt (max 3x) |
[ ] |
| TC-05 |
No input timeout |
EP-01 |
Default to English |
[ ] |
| TC-06 |
After hours call |
EP-01 |
AfterHours flow |
[ ] |
| TC-07 |
UK number inbound |
EP-03 |
Routes to EMEA queues |
[ ] |
| TC-08 |
US number inbound |
EP-04 |
Routes to Americas queues |
[ ] |
| TC-09 |
Virtual Agent "Where is my order" |
EP-01 |
Abhi provides order status |
[ ] |
| TC-10 |
Virtual Agent Hindi query |
EP-01 |
Abhi responds in Hindi |
[ ] |
| TC-11 |
Virtual Agent escalation |
EP-01 |
Transfers to agent with context |
[ ] |
| TC-12 |
Virtual Agent 3x no input |
EP-01 |
Auto escalate to agent |
[ ] |
| TC-13 |
Agent hold/resume |
- |
MOH plays, call resumes |
[ ] |
| TC-14 |
Blind transfer to queue |
- |
Transfer completes |
[ ] |
| TC-15 |
Consult transfer |
- |
Context preserved |
[ ] |
| TC-16 |
3-way conference |
- |
Conference works |
[ ] |
| TC-17 |
Web chat conversation |
EP-05 |
Chat routed to agent |
[ ] |
| TC-18 |
WhatsApp inbound |
EP-05 |
Routed to Digital queue |
[ ] |
| TC-19 |
Email routing |
EP-06 |
Email in queue |
[ ] |
| TC-20 |
Recording playback |
- |
Recording accessible |
[ ] |
Pass Criteria: ≥ 95% (19/20 scenarios pass)
| Metric |
Target |
Actual |
Pass |
| Agent login time |
< 30 seconds |
|
[ ] |
| Call setup time |
< 3 seconds |
|
[ ] |
| IVR prompt playback |
No audio issues |
|
[ ] |
| Agent Desktop responsiveness |
< 2 seconds |
|
[ ] |
| Screen pop latency |
< 3 seconds |
|
[ ] |
| Recording start |
Within 2 seconds |
|
[ ] |
7.6.4 Go-Live Sign-Off
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| WXCC GO-LIVE SIGN-OFF |
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| |
| WAVE: [ ] Wave 1 (Chennai) [ ] Wave 2 (London/NJ) [ ] Wave 3 (Mumbai) |
| DATE: _______________ TIME: _______________ |
| |
| VALIDATION RESULTS: |
| ------------------------------------------------------------------------- |
| Entry Points Active: _____ / 6 |
| Queues Operational: _____ / 10 |
| Agents Logged In: _____ / [Wave Total] |
| Test Scenarios Passed: _____ / 20 |
| Critical Defects: _____ |
| |
| GO-LIVE DECISION: [ ] APPROVED [ ] NOT APPROVED |
| |
| SIGN-OFF: |
| ------------------------------------------------------------------------- |
| |
| Role | Name | Signature | Date |
| ------------------------+-------------------+----------------+------------|
| Voice Engineering Lead | | | |
| CC Operations Manager | | | |
| QA Lead | | | |
| Project Manager | | | |
| Business Owner | | | |
| ------------------------+-------------------+----------------+------------|
| |
| NOTES: |
| _____________________________________________________________________ |
| _____________________________________________________________________ |
| |
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