Call Center Dashboard (CC01US01)
Total test cases - 25
Total Acceptance criteria-21
Total Coverage -100%
Test Scenario Summary
This document contains comprehensive test cases for the Call Center Dashboard covering all 21 acceptance criteria for both Call Center Representative and Supervisor roles.
Test Case 1: Today's Overview KPIs Display
- Test Case ID: CC01US01_TC_001
- Title: Verify Today's Overview displays real-time KPIs (Calls Handled, Payments Collected, Service Requests, Complaints) with immediate refresh capability
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Today's Overview KPIs
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Smoke
- Automation Status: Planned-for-Automation
Business Context
- Customer_Segment: Enterprise/SMB/All
- Revenue_Impact: High
- Business_Priority: Must-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: Yes
Quality Metrics
- Risk_Level: High
- Complexity_Level: Medium
- Expected_Execution_Time: 5 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Medium
- Failure_Impact: Critical
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Consumer Database, Payment Processing API, Service Request API, Complaint Logging API
- Code_Module_Mapped: CX-Web-Dashboard
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Quality-Dashboard, Module-Coverage, Smoke-Test-Results, Performance-Metrics, Revenue-Impact-Tracking
- Trend_Tracking: Yes
- Executive_Visibility: Yes
- Customer_Impact_Level: High
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Call Center API, Consumer Database, Payment Processing System, Service Request Management System, Complaint Logging System
- Performance_Baseline: <3 seconds page load, <5 seconds KPI refresh
- Data_Requirements: Active call center user with historical data for current day
Prerequisites
- Setup_Requirements: SMART360 call center module configured and operational
- User_Roles_Permissions: Call Center Representative access level
- Test_Data:
- User: callrep@utility.com / CallRep123!
- Consumer: John Smith (ACC-001234)
- Historical data: 47 calls, $12,450 payments, 23 service requests, 8 complaints for current day
- Prior_Test_Cases: User authentication and dashboard access must pass
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to SMART360 Call Center Dashboard login page | Login page displays with username/password fields | URL: https://smart360.utility.com/callcenter | System access |
2 | Enter valid Call Center Representative credentials | Authentication successful, redirected to dashboard | Username: callrep@utility.com, Password: CallRep123! | AC-001 validation |
3 | Verify "Today's KPIs" section appears on dashboard main page | Today's KPIs section visible with 4 metric cards | Current date: Wednesday, August 6, 2025 | UI layout verification |
4 | Verify "Calls Handled Today" KPI card displays correct count | Card shows "47" with phone icon and "+12% from yesterday" trend | Expected: 47 calls handled count | BR-KPIs: Call entries count |
5 | Verify "Payments Collected" KPI card displays correct amount | Card shows "$12,450" with dollar icon and "8 transactions today" subtitle | Expected: $12,450 total payments | BR-KPIs: Payment amounts sum |
6 | Verify "Service Requests" KPI card displays correct count | Card shows "23" with wrench icon and "15 completed" status | Expected: 23 service requests, 15 completed | BR-KPIs: Service request count |
7 | Verify "Complaints Registered" KPI card displays correct count | Card shows "8" with warning icon and "3 resolved today" status | Expected: 8 complaints, 3 resolved | BR-KPIs: Complaint count |
8 | Create new call entry to test real-time refresh | Add new call entry via Call Consumer quick action | Consumer: John Smith, Purpose: Payment Related, Status: Connected | Real-time testing |
9 | Verify "Calls Handled Today" KPI updates within 5 seconds | Count increases from 47 to 48 automatically | Updated count: 48 calls | Real-time validation <5 sec |
10 | Process new payment to test payment KPI refresh | Complete payment entry via Process Payment quick action | Amount: $156.78 for ACC-001234 | Payment integration test |
11 | Verify "Payments Collected" KPI updates within 5 seconds | Amount increases from $12,450 to $12,606.78, transactions from 8 to 9 | Updated total: $12,606.78, 9 transactions | Real-time payment tracking |
Verification Points
- Primary_Verification: All four KPIs display correct real-time values with automatic refresh <5 seconds
- Secondary_Verifications: Currency formatting ($12,450.00), trend indicators (+12%), status counters (15 completed)
- Negative_Verification: Past date entries do not affect today's KPI counts, invalid data does not corrupt display
Test Case 2: Consumer Search Functionality
- Test Case ID: CC01US01_TC_002
- Title: Verify consumer search functionality by name, account number, phone number, email ID with minimum 3-character requirement and auto-complete capability
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Consumer Search
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Smoke
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Medium
- Business_Priority: Must-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: Yes
Quality Metrics
- Risk_Level: High
- Complexity_Level: Medium
- Expected_Execution_Time: 4 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: Critical
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Consumer Database, Search API, Auto-complete Service
- Code_Module_Mapped: CX-Web-Search
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Engineering
- Report_Categories: Engineering, Quality-Dashboard, Smoke-Test-Results, API-Test-Results, User-Acceptance
- Trend_Tracking: Yes
- Executive_Visibility: No
- Customer_Impact_Level: High
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Consumer Database, Search API, Auto-complete Service
- Performance_Baseline: <500ms search response time, <2 seconds auto-complete
- Data_Requirements: Consumer database with sample consumers: John Smith (ACC-001234), Mary Johnson (ACC-002345), Robert Davis (ACC-003456)
Prerequisites
- Setup_Requirements: Consumer database populated with test data, search indexing up-to-date
- User_Roles_Permissions: Call Center Representative access with consumer search privileges
- Test_Data:
- User: callrep@utility.com / CallRep123!
- Consumers: John Smith (ACC-001234, (555) 123-4567, john.smith@email.com), Mary Johnson (ACC-002345, (555) 234-5678, mary.johnson@email.com), Robert Davis (ACC-003456, (555) 345-6789, robert.davis@email.com)
- Prior_Test_Cases: Dashboard access (CC01US01_TC_001)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to "Search Consumers" section on dashboard | Search section displays with search bar and placeholder text | Section header: "Search Consumers", Placeholder: "Enter name, account number, or phone number..." | AC-002 UI verification |
2 | Enter 2 characters in search field | No search results triggered, field accepts input but no API call | Input: "Jo" | BR-Search: <3 characters validation |
3 | Verify minimum character requirement message | Validation message appears below search field | Message: "Minimum 3 characters required for search" | User feedback validation |
4 | Enter 3 characters for name search | Auto-complete dropdown appears with matching results | Input: "Joh" → Shows "John Smith (ACC-001234)" | AC-002: Name search |
5 | Select consumer from auto-complete dropdown | Consumer selected, search field populated with selection | Selected: "John Smith" | Auto-complete functionality |
6 | Clear search field and search by account number | Consumer found and displayed in results | Input: "ACC-001234" → Shows John Smith details | AC-002: Account number search |
7 | Clear search field and search by phone number | Consumer found and displayed in results | Input: "(555) 123-4567" → Shows John Smith details | AC-002: Phone search |
8 | Clear search field and search by email | Consumer found and displayed in results | Input: "john.smith@email.com" → Shows John Smith details | AC-002: Email search |
9 | Test partial phone number search | Auto-complete shows matching phone numbers | Input: "555" → Shows multiple consumers with 555 area code | Partial match capability |
10 | Test invalid search criteria | "No results found" message displayed with suggestion | Input: "XXXXXXXXX" → "No results found. Please check spelling and try again." | Error handling |
11 | Test special characters in search | Search handles special characters gracefully | Input: "John@#$" → No results, no system error | Input sanitization |
12 | Verify search response time | Search results appear within 500ms | Monitor network tab response time | Performance requirement |
Verification Points
- Primary_Verification: Search works for all four criteria types (name, account, phone, email) with 3+ characters
- Secondary_Verifications: Auto-complete functionality, response time <500ms, input validation
- Negative_Verification: <3 characters doesn't trigger search, invalid input handled gracefully, special characters sanitized
Test Case 3: Search Results Display Format
- Test Case ID: CC01US01_TC_003
- Title: Verify search results display all required consumer information fields (Name, Account Number, Status, Phone, Email, Service Address, Category, Sub Category, Plan, Balance, Last Pay, Last Payment Date) with proper formatting
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Search Results Display
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Medium
- Business_Priority: Should-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: No
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: Medium
- Expected_Execution_Time: 6 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: High
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Consumer Database, Display Formatting Service
- Code_Module_Mapped: CX-Web-Display
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Product, Quality-Dashboard, Regression-Coverage, User-Acceptance, Customer-Segment-Analysis
- Trend_Tracking: Yes
- Executive_Visibility: No
- Customer_Impact_Level: Medium
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Consumer Database, Display Formatting Service, Currency Formatting API
- Performance_Baseline: <1 second result display time
- Data_Requirements: Complete consumer profile data with all 13 required fields populated
Prerequisites
- Setup_Requirements: Consumer database with complete profile information for test consumers
- User_Roles_Permissions: Call Center Representative access with full consumer data view privileges
- Test_Data:
- Consumer: John Smith (ACC-001234, Active, (555) 123-4567, john.smith@email.com, 123 Main St, Anytown, ST 12345, Residential, Water Service, Standard Monthly, $156.78, $89.45, 2024-01-15)
- Consumer: Mary Johnson (ACC-002345, Active, (555) 234-5678, mary.johnson@email.com, 456 Oak Ave, Springfield, IL 62702, Residential, Electric Service, Premium Monthly, $0.00, $125.00, 2024-01-20)
- Prior_Test_Cases: Consumer search functionality (CC01US01_TC_002)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Perform consumer search to display results | Search results appear in formatted table/list view | Search: "John Smith" | AC-003 result display |
2 | Verify "Name" field display and formatting | Consumer full name displayed clearly in proper case | Expected: "John Smith" | Field validation 1/13 |
3 | Verify "Account Number" field display and formatting | Account number displayed with proper formatting | Expected: "ACC-001234" | Field validation 2/13 |
4 | Verify "Status" field display with visual indicator | Account status displayed with color-coded indicator | Expected: "Active" (green indicator) | Field validation 3/13 |
5 | Verify "Phone Number" field with formatting | Phone displayed with standard format and click-to-call capability | Expected: "(555) 123-4567" (clickable) | Field validation 4/13 |
6 | Verify "Email" field with mailto functionality | Email address displayed as clickable mailto link | Expected: "john.smith@email.com" (mailto link) | Field validation 5/13 |
7 | Verify "Service Address" field complete display | Full address displayed with proper formatting | Expected: "123 Main St, Anytown, ST 12345" | Field validation 6/13 |
8 | Verify "Category" field display | Service category clearly displayed | Expected: "Residential" | Field validation 7/13 |
9 | Verify "Sub Category" field display | Service sub-category clearly displayed | Expected: "Water Service" | Field validation 8/13 |
10 | Verify "Plan" field display | Customer plan information clearly displayed | Expected: "Standard Monthly" | Field validation 9/13 |
11 | Verify "Balance" field with currency formatting | Current balance displayed with proper currency format | Expected: "$156.78" (red if positive balance) | Field validation 10/13 |
12 | Verify "Last Pay" field with currency formatting | Last payment amount displayed with currency format | Expected: "$89.45" | Field validation 11/13 |
13 | Verify "Last Payment Date" field with date formatting | Last payment date displayed in standard format | Expected: "2024-01-15" (MM/DD/YYYY or DD-MM-YYYY) | Field validation 12/13 |
14 | Search different consumer to test data consistency | All fields populate correctly for different consumer | Search: "Mary Johnson" → Verify all 13 fields | Data consistency test |
15 | Test responsive layout on different screen sizes | All fields remain visible and properly formatted | Resize browser to 1024x768 | Responsive design |
16 | Verify field alignment and visual hierarchy | All fields properly aligned with consistent spacing | Visual inspection of layout | UI consistency |
Verification Points
- Primary_Verification: All 13 required fields are displayed in search results with proper formatting
- Secondary_Verifications: Currency formatting ($156.78), date formatting (2024-01-15), status indicators, clickable elements
- Negative_Verification: Missing/null data shows appropriate placeholders, field truncation handles long values properly
Test Case 4: Quick Actions from Search Results
- Test Case ID: CC01US01_TC_004
- Title: Verify quick actions (Pay, Service, Complaints, Download Bill, View) are available and functional from search results with proper integration to respective forms
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Quick Actions Integration
- Test Type: Integration
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Business Context
- Customer_Segment: All
- Revenue_Impact: High
- Business_Priority: Must-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: Yes
Quality Metrics
- Risk_Level: High
- Complexity_Level: High
- Expected_Execution_Time: 8 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: Critical
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Payment Processing API, Service Request API, Complaint Logging API, Billing System API, Document Generation Service
- Code_Module_Mapped: CX-Web-QuickActions
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Engineering
- Report_Categories: Engineering, Integration-Testing, Quality-Dashboard, Revenue-Impact-Tracking, Customer-Segment-Analysis
- Trend_Tracking: Yes
- Executive_Visibility: Yes
- Customer_Impact_Level: High
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Payment Processing System, Service Request Management System, Complaint Logging System, Billing System, Document Generation Service
- Performance_Baseline: <2 seconds form loading time, <5 seconds document generation
- Data_Requirements: Active consumer accounts with billing history and service records
Prerequisites
- Setup_Requirements: All integrated systems operational, test payment gateway configured
- User_Roles_Permissions: Call Center Representative with full quick action privileges
- Test_Data:
- Consumer: John Smith (ACC-001234, Active, $156.78 balance, recent billing history)
- Consumer: Mary Johnson (ACC-002345, Active, $0.00 balance, service request history)
- Consumer: Robert Davis (ACC-003456, Overdue, $245.67 balance, complaint history)
- Prior_Test_Cases: Search results display (CC01US01_TC_003)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Perform consumer search to display John Smith in results | Consumer displayed with quick actions buttons/icons | Search: "John Smith" → ACC-001234 result shown | AC-004 setup |
2 | Verify "Pay" action button is visible and clickable | Pay button/icon displayed with proper styling | Button: "Pay" icon with dollar symbol | Quick action 1/5 |
3 | Click "Pay" quick action button | Payment form opens in modal/new view with consumer context pre-populated | Opens payment form with John Smith details pre-filled | Integration: Payment API |
4 | Verify payment form loads with consumer information | Form shows consumer name, account number, current balance | Form fields: Name: "John Smith", Account: "ACC-001234", Balance: "$156.78" | Context passing validation |
5 | Close payment form and return to search results | Return to search results view successfully | Click "Cancel" or "Close" button | Navigation test |
6 | Verify "Service" action button is visible and clickable | Service button/icon displayed with proper styling | Button: "Service" icon with wrench symbol | Quick action 2/5 |
7 | Click "Service" quick action button | Service Request form opens with consumer context pre-populated | Opens service form with John Smith details pre-filled | Integration: Service Request API |
8 | Verify service request form loads properly | Form displays consumer information and service request fields | Form shows consumer details and request type dropdown | Context passing validation |
9 | Close service form and return to search results | Return to search results view successfully | Click "Cancel" or "Close" button | Navigation test |
10 | Verify "Complaints" action button is visible and clickable | Complaints button/icon displayed with proper styling | Button: "Complaints" icon with warning symbol | Quick action 3/5 |
11 | Click "Complaints" quick action button | Complaint form opens with consumer context pre-populated | Opens complaint form with John Smith details pre-filled | Integration: Complaint API |
12 | Verify complaint form loads properly | Form displays consumer information and complaint fields | Form shows consumer details and complaint category dropdown | Context passing validation |
13 | Close complaint form and return to search results | Return to search results view successfully | Click "Cancel" or "Close" button | Navigation test |
14 | Verify "Download Bill" action button is visible and clickable | Download Bill button/icon displayed with proper styling | Button: "Download Bill" icon with document symbol | Quick action 4/5 |
15 | Click "Download Bill" quick action button | Bill PDF generates and downloads automatically | Downloads "John_Smith_ACC-001234_Bill.pdf" to browser downloads | Integration: Billing API |
16 | Verify bill PDF contains correct consumer information | PDF displays consumer details, billing period, charges | PDF content: Consumer name, account, service address, billing details | Document generation validation |
17 | Verify "View" action button is visible and clickable | View button/icon displayed with proper styling | Button: "View" icon with eye symbol | Quick action 5/5 |
18 | Click "View" quick action button | Detailed consumer profile opens in modal/new view | Opens consumer profile with comprehensive information | Integration: Consumer Profile API |
19 | Verify consumer profile loads with complete information | Profile displays all consumer details, service history, interaction logs | Profile shows: Contact info, service details, billing history, recent interactions | Profile validation |
20 | Test quick actions with different consumer status | Actions behave appropriately based on consumer status | Test with Robert Davis (Overdue status) - Some actions may be restricted | Status-based behavior |
Verification Points
- Primary_Verification: All 5 quick actions are available, functional, and properly integrated with their respective systems
- Secondary_Verifications: Consumer context passing, form pre-population, document generation, navigation flow
- Negative_Verification: Actions are appropriately restricted for inactive accounts, error handling for integration failures
Test Case 5: Recent Customer Interactions Display
- Test Case ID: CC01US01_TC_005
- Title: Verify recent customer interactions display shows Name, Call Purpose, Date, Time for user's calls with proper chronological sorting and user filtering
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Recent Interactions
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Low
- Business_Priority: Should-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: No
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: Medium
- Expected_Execution_Time: 5 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Medium
- Failure_Impact: Medium
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Interaction Database, User Context Service, Date/Time Formatting Service
- Code_Module_Mapped: CX-Web-Interactions
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Product, Quality-Dashboard, User-Acceptance, Customer-Segment-Analysis, Regression-Coverage
- Trend_Tracking: Yes
- Executive_Visibility: No
- Customer_Impact_Level: Medium
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Interaction Database, User Context Service, Date/Time Service
- Performance_Baseline: <1 second interaction history loading
- Data_Requirements: Historical interaction data for current user and other users for filtering validation
Prerequisites
- Setup_Requirements: Interaction database populated with test call history data
- User_Roles_Permissions: Call Center Representative access with interaction history view
- Test_Data:
- Current User: callrep@utility.com
- User's Interactions: John Smith (Payment Issue, 2024-01-20, 10:30 AM), Mary Johnson (Service Request, 2024-01-19, 11:15 AM), Robert Davis (Billing Inquiry, 2024-01-18, 2:20 PM), Sarah Wilson (Complaint, 2024-01-17, 3:45 PM)
- Other User's Interactions: Different agent's calls with same consumers (should not appear)
- Prior_Test_Cases: Dashboard access (CC01US01_TC_001)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to "Recent Customer Interactions" section on dashboard | Recent Interactions section displays with interaction history | Section header: "Recent Customer Interactions" with clock icon | AC-005 UI verification |
2 | Verify interaction history loads for current user only | Interactions shown belong only to logged-in user | Only callrep@utility.com interactions displayed | User filtering validation |
3 | Verify "Name" field displays correctly for each interaction | Consumer names shown clearly for all interactions | Names: "John Smith", "Mary Johnson", "Robert Davis", "Sarah Wilson" | Field display 1/4 |
4 | Verify "Call Purpose" field displays correctly for each interaction | Call purpose/reason shown for all interactions | Purposes: "Payment Issue", "Service Request", "Billing Inquiry", "Complaint" | Field display 2/4 |
5 | Verify "Date" field displays correctly with proper formatting | Call dates displayed in consistent format | Dates: "2024-01-20", "2024-01-19", "2024-01-18", "2024-01-17" | Field display 3/4 |
6 | Verify "Time" field displays correctly with proper formatting | Call times displayed in 12-hour or 24-hour format | Times: "10:30 AM", "11:15 AM", "2:20 PM", "3:45 PM" | Field display 4/4 |
7 | Verify chronological sorting (newest first) | Interactions sorted with most recent at top | Order: John Smith (Jan 20) → Mary Johnson (Jan 19) → Robert Davis (Jan 18) → Sarah Wilson (Jan 17) | Sorting validation |
8 | Add new interaction and verify real-time update | New interaction appears at top of list | Create call with Consumer: John Smith, Purpose: Follow-up, Today | Real-time update test |
9 | Verify new interaction appears within 5 seconds | List refreshes automatically with new entry at top | New entry: "John Smith - Follow-up - [Today's Date] - [Current Time]" | Auto-refresh <5 seconds |
10 | Test interaction clickability for more details | Clicking interaction shows more details or consumer profile | Click on "John Smith - Payment Issue" entry | Interactive functionality |
11 | Verify date/time format consistency across all entries | All dates and times follow same format pattern | Consistent MM/DD/YYYY and HH:MM AM/PM format | Format consistency |
12 | Test with empty interaction history | Appropriate message when no interactions exist | Message: "No recent interactions found" | Empty state handling |
13 | Verify interaction data accuracy by cross-referencing | Interaction details match actual call records | Compare with call log entries in database | Data accuracy validation |
Verification Points
- Primary_Verification: All 4 required fields (Name, Call Purpose, Date, Time) are displayed correctly for user's interactions only
- Secondary_Verifications: Chronological sorting, real-time updates, data accuracy, format consistency
- Negative_Verification: Other users' interactions are not displayed, empty state handled properly
Test Case 6: Recent Interactions Limit and Sorting
- Test Case ID: CC01US01_TC_006
- Title: Verify recent interactions are limited to exactly 5 entries with newest-first chronological sorting and "View All" option for complete history
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Interactions Limitation
- Test Type: Functional
- Test Level: System
- Priority: P3-Medium
- Execution Phase: Regression
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Low
- Business_Priority: Could-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: No
Quality Metrics
- Risk_Level: Low
- Complexity_Level: Low
- Expected_Execution_Time: 4 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Low
- Failure_Impact: Low
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Interaction Database, Pagination Service, Sorting Service
- Code_Module_Mapped: CX-Web-Interactions-Pagination
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Product, Quality-Dashboard, User-Acceptance, Regression-Coverage, Performance-Metrics
- Trend_Tracking: No
- Executive_Visibility: No
- Customer_Impact_Level: Low
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Interaction Database, Pagination Service
- Performance_Baseline: <500ms interaction loading with pagination
- Data_Requirements: User account with more than 5 historical interactions for limit testing
Prerequisites
- Setup_Requirements: User account with 7+ historical interactions in database
- User_Roles_Permissions: Call Center Representative access
- Test_Data:
- User: callrep@utility.com
- 7 Test Interactions: John Smith (Payment, Jan 20, 10:30), Mary Johnson (Service, Jan 19, 11:15), Robert Davis (Billing, Jan 18, 14:20), Sarah Wilson (Complaint, Jan 17, 15:45), James Brown (Payment, Jan 16, 09:00), Lisa Garcia (Service, Jan 15, 13:30), Michael Chen (Billing, Jan 14, 16:15)
- Prior_Test_Cases: Recent interactions display (CC01US01_TC_005)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Ensure user has more than 5 historical interactions | Database contains 7 test interactions for current user | 7 interactions from Jan 14-20, 2025 | AC-006 setup condition |
2 | Navigate to Recent Customer Interactions section | Section displays with interaction history | Recent interactions section visible | UI verification |
3 | Count total interactions displayed in main view | Exactly 5 interactions shown, no more, no less | Count: 5 interactions visible | Limit validation |
4 | Verify newest interaction appears first | Most recent interaction (John Smith, Jan 20) at top position | Top entry: "John Smith - Payment - Jan 20 - 10:30 AM" | Sort verification 1/5 |
5 | Verify second newest interaction in second position | Second most recent interaction (Mary Johnson, Jan 19) in position 2 | Position 2: "Mary Johnson - Service - Jan 19 - 11:15 AM" | Sort verification 2/5 |
6 | Verify third newest interaction in third position | Third most recent interaction (Robert Davis, Jan 18) in position 3 | Position 3: "Robert Davis - Billing - Jan 18 - 2:20 PM" | Sort verification 3/5 |
7 | Verify fourth newest interaction in fourth position | Fourth most recent interaction (Sarah Wilson, Jan 17) in position 4 | Position 4: "Sarah Wilson - Complaint - Jan 17 - 3:45 PM" | Sort verification 4/5 |
8 | Verify fifth newest interaction in fifth position | Fifth most recent interaction (James Brown, Jan 16) in position 5 | Position 5: "James Brown - Payment - Jan 16 - 9:00 AM" | Sort verification 5/5 |
9 | Verify older interactions not displayed in main view | Interactions older than 5th newest are not shown | Lisa Garcia (Jan 15) and Michael Chen (Jan 14) not visible | Exclusion validation |
10 | Locate and verify "View All Interactions" link/button | View All option is visible and properly styled | Link/Button: "View All Interactions" at bottom of section | Navigation option |
11 | Click "View All Interactions" link | Complete interaction history opens in expanded view | Opens full history showing all 7 interactions | Full history access |
12 | Verify complete history shows all interactions chronologically | All 7 interactions displayed in newest-first order | All interactions from Jan 14-20 visible in chronological order | Complete history validation |
13 | Add new interaction to test dynamic limit behavior | Create 8th interaction and verify limit behavior | Add: "New Consumer - Test Call - Today" | Dynamic update test |
14 | Verify main view updates to show new interaction at top | Newest interaction appears first, oldest (James Brown, Jan 16) removed from main view | New interaction at top, only 5 total shown | Dynamic limit behavior |
15 | Test "View All" after adding new interaction | Complete history now shows all 8 interactions | Full history displays all 8 interactions including new one | Complete history update |
Verification Points
- Primary_Verification: Exactly 5 interactions displayed in main view, sorted newest-first, with View All option
- Secondary_Verifications: Dynamic limit behavior when new interactions added, complete history accessibility
- Negative_Verification: More than 5 interactions are not displayed in main view, older interactions properly excluded
Test Case 7: Call Consumer Quick Action
- Test Case ID: CC01US01_TC_007
- Title: Verify Call Consumer quick action opens modal with integrated consumer search functionality and proper modal management controls
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Call Consumer Action
- Test Type: Integration
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Smoke
- Automation Status: Manual
Business Context
- Customer_Segment: All
- Revenue_Impact: High
- Business_Priority: Must-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: Yes
Quality Metrics
- Risk_Level: High
- Complexity_Level: High
- Expected_Execution_Time: 6 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: Critical
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Consumer Database, Search API, Modal Management Service, Call Management System
- Code_Module_Mapped: CX-Web-CallConsumer
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Engineering
- Report_Categories: Engineering, Quality-Dashboard, Smoke-Test-Results, Integration-Testing, User-Acceptance
- Trend_Tracking: Yes
- Executive_Visibility: Yes
- Customer_Impact_Level: High
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Consumer Database, Search API, Modal UI Framework, Call Management System
- Performance_Baseline: <2 seconds modal loading, <500ms search response
- Data_Requirements: Consumer database with searchable consumer records
Prerequisites
- Setup_Requirements: Consumer database populated, search API operational, modal framework configured
- User_Roles_Permissions: Call Center Representative with call initiation privileges
- Test_Data:
- User: callrep@utility.com / CallRep123!
- Consumers: John Smith (ACC-001234, (555) 123-4567), Mary Johnson (ACC-002345, (555) 234-5678), Robert Davis (ACC-003456, (555) 345-6789)
- Prior_Test_Cases: Dashboard access (CC01US01_TC_001), Consumer search (CC01US01_TC_002)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to Quick Actions section on dashboard | Quick Actions panel visible with available actions | Section: "Quick Actions" with call, payment, service, complaint icons | AC-007 UI verification |
2 | Locate "Call Consumer" quick action button | Call Consumer button visible with phone icon and descriptive text | Button: "Call Consumer" with phone icon, subtitle: "Start a new call with a customer" | Action identification |
3 | Click "Call Consumer" quick action button | Call Consumer modal opens with proper dimensions and styling | Modal opens centered, title: "Start New Call", size: ~800x600px | Modal launch AC-007 |
4 | Verify modal header and controls | Modal has title, minimize button, and close button | Header: "Start New Call" with minimize (□) and close (×) buttons | Modal controls |
5 | Verify "Search Consumer" section appears in modal | Consumer search section displayed within modal | Section header: "Search Consumer", search bar with placeholder text | Search integration |
6 | Verify search bar placeholder text | Search field shows guidance text | Placeholder: "Enter name, account number, or phone number..." | User guidance |
7 | Test consumer search functionality within modal | Search works same as main dashboard search | Input: "Joh" → Shows "John Smith (ACC-001234)" in dropdown | Search functionality AC-007 |
8 | Verify minimum 3-character requirement in modal search | Search validation works within modal context | Input: "Jo" → No results, validation message shown | Search validation |
9 | Test search by account number within modal | Account search functions properly | Input: "ACC-001234" → John Smith result appears | Account search |
10 | Test search by phone number within modal | Phone search functions properly | Input: "(555) 123-4567" → John Smith result appears | Phone search |
11 | Select consumer from modal search results | Consumer selection populates modal form fields | Select: "John Smith" → Form fields populate with consumer data | Consumer selection |
12 | Verify modal remains functional during search operations | Modal doesn't close or freeze during search | Search operations complete without modal issues | Modal stability |
13 | Test modal minimize functionality | Modal minimizes to bottom-right corner dialog | Click minimize button → Creates persistent dialog in bottom-right | Modal management AC-016 |
14 | Test modal maximize from minimized state | Modal restores to full view with data preserved | Click maximize on dialog → Modal reopens with form data intact | Modal restoration AC-018 |
15 | Test modal close functionality | Modal closes and returns to dashboard | Click close button → Modal closes, returns to main dashboard | Modal closure |
16 | Test modal keyboard navigation | Modal supports keyboard accessibility | Tab through modal elements, Esc key closes modal | Accessibility |
17 | Test modal backdrop behavior | Clicking outside modal doesn't close it (data protection) | Click outside modal area → Modal remains open | Data protection |
Verification Points
- Primary_Verification: Call Consumer action opens functional modal with integrated consumer search
- Secondary_Verifications: Modal controls work properly, search integration seamless, data preservation during minimize/maximize
- Negative_Verification: Modal doesn't close accidentally, search validation maintained, error handling for search failures
Test Case 8: Selected Consumer Information Display
- Test Case ID: CC01US01_TC_008
- Title: Verify selected consumer information displays all required fields (name, account number, status, service address, phone, email) with proper formatting and real-time updates
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Consumer Information Display
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Medium
- Business_Priority: Should-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: No
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: Medium
- Expected_Execution_Time: 5 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: High
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Consumer Database, Display Formatting Service, Real-time Data Service
- Code_Module_Mapped: CX-Web-ConsumerDisplay
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Product, Quality-Dashboard, User-Acceptance, Regression-Coverage, Customer-Segment-Analysis
- Trend_Tracking: Yes
- Executive_Visibility: No
- Customer_Impact_Level: Medium
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Consumer Database, Display Formatting Service, Phone Number Formatting API
- Performance_Baseline: <1 second consumer info loading
- Data_Requirements: Complete consumer profiles with all 6 required fields populated
Prerequisites
- Setup_Requirements: Consumer database with complete profile information, display formatting service operational
- User_Roles_Permissions: Call Center Representative with consumer information view privileges
- Test_Data:
- Consumer 1: John Smith (ACC-001234, Active, 123 Main St, Anytown, ST 12345, (555) 123-4567, john.smith@email.com)
- Consumer 2: Mary Johnson (ACC-002345, Active, 456 Oak Ave, Springfield, IL 62702, (555) 234-5678, mary.johnson@email.com)
- Consumer 3: Robert Davis (ACC-003456, Overdue, 789 Pine St, Springfield, IL 62703, (555) 345-6789, robert.davis@email.com)
- Prior_Test_Cases: Call Consumer modal (CC01US01_TC_007)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Open Call Consumer modal and perform search | Call Consumer modal opens with search functionality | Modal title: "Start New Call" | AC-008 setup |
2 | Search for and select John Smith from search results | Consumer information section populates with John Smith details | Search: "John Smith" → Select from results | Consumer selection |
3 | Verify "Name" field displays correctly | Consumer full name shown clearly with proper formatting | Expected: "John Smith" (proper case, full name) | Field verification 1/6 |
4 | Verify "Account Number" field displays correctly | Account number shown with proper formatting | Expected: "ACC-001234" (format: XXX-XXXXXX) | Field verification 2/6 |
5 | Verify "Status" field displays with visual indicator | Account status shown with appropriate color coding | Expected: "Active" (green indicator/badge) | Field verification 3/6 |
6 | Verify "Service Address" field displays complete address | Full service address shown with proper formatting | Expected: "123 Main St, Anytown, ST 12345" | Field verification 4/6 |
7 | Verify "Phone" field displays with formatting and click-to-call | Phone number formatted and clickable for dialing | Expected: "(555) 123-4567" (formatted, clickable link) | Field verification 5/6 |
8 | Verify "Email" field displays with mailto functionality | Email address shown as clickable mailto link | Expected: "john.smith@email.com" (mailto:john.smith@email.com) | Field verification 6/6 |
9 | Test consumer information update with different selection | Select different consumer and verify information updates | Clear selection, search "Mary Johnson" → Select | Dynamic update test |
10 | Verify Mary Johnson information displays correctly | All 6 fields update with Mary Johnson's information | Name: "Mary Johnson", Account: "ACC-002345", Status: "Active", Address: "456 Oak Ave, Springfield, IL 62702", Phone: "(555) 234-5678", Email: "mary.johnson@email.com" | Information accuracy |
11 | Test consumer with different status (Overdue) | Status field displays with appropriate visual indicator | Search and select "Robert Davis" → Status: "Overdue" (red indicator) | Status variation |
12 | Verify field layout and visual hierarchy | All fields properly aligned and visually organized | Consumer info section: organized layout, proper spacing, field labels | UI consistency |
13 | Test long address display handling | Long addresses display properly without UI breaking | Address: "789 Pine St, Springfield, IL 62703" fits within layout | Layout stability |
14 | Test click-to-call functionality on phone field | Clicking phone initiates call action or shows call interface | Click "(555) 345-6789" → Call interface or phone app opens | Phone integration |
15 | Test mailto functionality on email field | Clicking email opens default email client with pre-populated recipient | Click "robert.davis@email.com" → Email client opens | Email integration |
16 | Verify information persistence during modal operations | Consumer info remains displayed during other modal actions | Minimize/maximize modal → Consumer info preserved | Data persistence |
Verification Points
- Primary_Verification: All 6 required consumer information fields display correctly with proper formatting
- Secondary_Verifications: Visual indicators for status, clickable phone/email, dynamic updates when different consumer selected
- Negative_Verification: Missing/null data shows appropriate placeholders, UI doesn't break with unusual data
Test Case 9: Call Purpose Dropdown Values
- Test Case ID: CC01US01_TC_009
- Title: Verify call purpose dropdown contains all 8 required values (Payment, Complaint, Disconnection, Reconnection, Self service, Transfer, Outstanding, Service related) with proper selection functionality
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Call Purpose Selection
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Medium
- Business_Priority: Should-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: No
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: Low
- Expected_Execution_Time: 3 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Low
- Failure_Impact: Medium
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Call Purpose Configuration Service, Dropdown UI Component
- Code_Module_Mapped: CX-Web-CallPurpose
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Product, Quality-Dashboard, Regression-Coverage, User-Acceptance, Customer-Segment-Analysis
- Trend_Tracking: No
- Executive_Visibility: No
- Customer_Impact_Level: Medium
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Call Purpose Configuration Service, Dropdown UI Framework
- Performance_Baseline: <100ms dropdown loading/expansion
- Data_Requirements: Call purpose configuration data with all 8 required values
Prerequisites
- Setup_Requirements: Call purpose configuration service operational with all required values
- User_Roles_Permissions: Call Center Representative with call creation privileges
- Test_Data:
- Required Values: Payment related, Complaint related, Disconnection related, Reconnection related, Self service related, Transfer related, Outstanding related, Service related
- Prior_Test_Cases: Consumer information display (CC01US01_TC_008)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Open Call Consumer modal and select consumer | Consumer information displayed, call form visible | Consumer: John Smith (ACC-001234) | AC-009 setup |
2 | Locate "Call Purpose" dropdown field | Dropdown field visible with label and placeholder | Field label: "Call Purpose", Placeholder: "Select call purpose..." | Dropdown identification |
3 | Click Call Purpose dropdown to expand options | Dropdown opens showing all available options | Click dropdown arrow → Options list expands | Dropdown functionality |
4 | Verify "Payment related" option exists | Option present in dropdown list | Option 1: "Payment related" | Required option 1/8 |
5 | Verify "Complaint related" option exists | Option present in dropdown list | Option 2: "Complaint related" | Required option 2/8 |
6 | Verify "Disconnection related" option exists | Option present in dropdown list | Option 3: "Disconnection related" | Required option 3/8 |
7 | Verify "Reconnection related" option exists | Option present in dropdown list | Option 4: "Reconnection related" | Required option 4/8 |
8 | Verify "Self service related" option exists | Option present in dropdown list | Option 5: "Self service related" | Required option 5/8 |
9 | Verify "Transfer related" option exists | Option present in dropdown list | Option 6: "Transfer related" | Required option 6/8 |
10 | Verify "Outstanding related" option exists | Option present in dropdown list | Option 7: "Outstanding related" | Required option 7/8 |
11 | Verify "Service related" option exists | Option present in dropdown list | Option 8: "Service related" | Required option 8/8 |
12 | Verify no additional/unexpected options exist | Only 8 specified options present, no extras | Total count: Exactly 8 options | Option validation |
13 | Test selection of "Payment related" option | Option selects successfully, dropdown closes, field populated | Select "Payment related" → Field shows "Payment related" | Selection test 1/8 |
14 | Reopen dropdown and select "Complaint related" | Option selects successfully, replaces previous selection | Select "Complaint related" → Field shows "Complaint related" | Selection test 2/8 |
15 | Test selection of each remaining option | All options select properly and update field value | Test: Disconnection, Reconnection, Self service, Transfer, Outstanding, Service related | Selection validation |
16 | Verify dropdown keyboard navigation | Can navigate options using arrow keys and select with Enter | Use ↑↓ arrow keys, Enter to select, Esc to close | Accessibility |
17 | Test dropdown search/filter functionality | Typing filters options (if supported) | Type "Payment" → Only "Payment related" shows (if filter enabled) | Search functionality |
18 | Verify dropdown closes when clicking outside | Dropdown closes without selection when clicking elsewhere | Click outside dropdown → Closes without changing selection | Close behavior |
Verification Points
- Primary_Verification: Dropdown contains exactly 8 required call purpose options with proper selection functionality
- Secondary_Verifications: Keyboard navigation, search filtering (if applicable), proper close behavior
- Negative_Verification: No additional options present, dropdown doesn't malfunction with invalid inputs
Test Case 10: Call Scripts Display
- Test Case ID: CC01US01_TC_010
- Title: Verify predefined call scripts display correctly based on selected call purpose with accurate content matching business requirements and dynamic updates
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Call Scripts
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Medium
- Business_Priority: Should-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: Yes
- SLA_Related: No
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: Medium
- Expected_Execution_Time: 8 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Low
- Failure_Impact: High
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Script Content Service, Call Purpose API, Content Management System
- Code_Module_Mapped: CX-Web-CallScripts
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Product, Quality-Dashboard, User-Acceptance, Regression-Coverage, Customer-Segment-Analysis
- Trend_Tracking: Yes
- Executive_Visibility: No
- Customer_Impact_Level: High
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Script Content Service, Content Management System
- Performance_Baseline: <500ms script loading time
- Data_Requirements: Complete script content database with all 8 predefined scripts
Prerequisites
- Setup_Requirements: Script content service operational with all predefined scripts loaded
- User_Roles_Permissions: Call Center Representative with script access
- Test_Data:
- All 8 call purposes with corresponding scripts as defined in business requirements
- Prior_Test_Cases: Call purpose dropdown (CC01US01_TC_009)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Open Call Consumer modal, select consumer, and access call purpose dropdown | Call form ready with call purpose selection available | Consumer: John Smith, Call purpose dropdown accessible | AC-010 setup |
2 | Select "Payment Related" from call purpose dropdown | Payment related script displays in script section | Selection: "Payment Related" | Script trigger test 1/8 |
3 | Verify Payment Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "Hello, I'm calling regarding your recent payment or payment arrangement. I'd like to confirm the details and ensure everything is processed correctly. Do you have your account information available?" | Content validation 1/8 |
4 | Select "Complaint Related" from dropdown | Complaint related script displays correctly | Selection: "Complaint Related" | Script trigger test 2/8 |
5 | Verify Complaint Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "Thank you for contacting us. I understand you have a concern you'd like to discuss. I'm here to help resolve this matter for you. Could you please provide me with the details of your complaint?" | Content validation 2/8 |
6 | Select "Service Related" from dropdown | Service related script displays correctly | Selection: "Service Related" | Script trigger test 3/8 |
7 | Verify Service Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "Hello, I'm calling regarding your service request. I want to ensure we're addressing your needs properly. Could you please confirm the nature of your service requirement?" | Content validation 3/8 |
8 | Select "Disconnection Related" from dropdown | Disconnection related script displays correctly | Selection: "Disconnection Related" | Script trigger test 4/8 |
9 | Verify Disconnection Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "I'm calling regarding a disconnection notice or request on your account. I'd like to discuss the details and see how we can assist you with this matter." | Content validation 4/8 |
10 | Select "Reconnection Related" from dropdown | Reconnection related script displays correctly | Selection: "Reconnection Related" | Script trigger test 5/8 |
11 | Verify Reconnection Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "Hello, I'm calling about your reconnection request. I'm here to help facilitate the restoration of your service. Let me review your account details." | Content validation 5/8 |
12 | Select "Self Service Related" from dropdown | Self service related script displays correctly | Selection: "Self Service Related" | Script trigger test 6/8 |
13 | Verify Self Service Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "I'm calling to help you with our self-service options that can make managing your account more convenient. Would you like me to walk you through these features?" | Content validation 6/8 |
14 | Select "Transfer Related" from dropdown | Transfer related script displays correctly | Selection: "Transfer Related" | Script trigger test 7/8 |
15 | Verify Transfer Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "I'm calling regarding a transfer request on your account. I want to ensure we have all the necessary information to process this smoothly." | Content validation 7/8 |
16 | Select "Outstanding Related" from dropdown | Outstanding related script displays correctly | Selection: "Outstanding Related" | Script trigger test 8/8 |
17 | Verify Outstanding Related script content accuracy | Script displays exact text as specified in business requirements | Expected: "Hello, I'm calling regarding outstanding amounts on your account. I'd like to discuss payment options and help resolve this matter with you." | Content validation 8/8 |
18 | Test dynamic script updates | Scripts change immediately when different purpose selected | Switch between different purposes → Scripts update instantly | Dynamic update test |
19 | Verify script formatting and readability | All scripts display with proper formatting, line breaks, and readability | Scripts appear in readable format with proper text styling | UI/UX validation |
20 | Test script section when no purpose selected | Script section shows placeholder or instruction when no purpose selected | Clear dropdown selection → "Please select call purpose to view script" | Default state handling |
Verification Points
- Primary_Verification: All 8 call scripts display correctly with exact content matching business requirements
- Secondary_Verifications: Dynamic script updates when purpose changes, proper formatting and readability
- Negative_Verification: Scripts don't display when no purpose selected, no incorrect scripts for wrong purposes
Test Case 11: Standard Quick Tips Display
- Test Case ID: CC01US01_TC_011
- Title: Verify standard quick tips display consistently for all call purposes with exact content matching business requirements (Listen actively, Take detailed notes, Confirm information, Offer assistance)
- Created By: Hetal
- Created Date: August 6, 2025
- Version: 1.0
Classification
- Module/Feature: Call Center Dashboard - Quick Tips
- Test Type: Functional
- Test Level: System
- Priority: P3-Medium
- Execution Phase: Regression
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: Low
- Business_Priority: Could-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: No
Quality Metrics
- Risk_Level: Low
- Complexity_Level: Low
- Expected_Execution_Time: 4 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Low
- Failure_Impact: Low
Coverage Tracking
- Feature_Coverage: 100%
- Integration_Points: Content Service, Tips Configuration API
- Code_Module_Mapped: CX-Web-QuickTips
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Product, Quality-Dashboard, User-Acceptance, Regression-Coverage, Customer-Segment-Analysis
- Trend_Tracking: No
- Executive_Visibility: No
- Customer_Impact_Level: Low
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Content Service, Tips Configuration API
- Performance_Baseline: <200ms tips loading time
- Data_Requirements: Quick tips configuration with 4 standard tips
Prerequisites
- Setup_Requirements: Content service operational with quick tips configuration loaded
- User_Roles_Permissions: Call Center Representative with tips display access
- Test_Data:
- Standard Tips: "Listen actively to customer concerns", "Take detailed notes during the call", "Confirm all information before ending", "Offer additional assistance if needed"
- Prior_Test_Cases: Call scripts display (CC01US01_TC_010)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Open Call Consumer modal, select consumer, and choose any call purpose | Quick tips section becomes visible after purpose selection | Consumer: John Smith, Purpose: Any (e.g., "Payment Related") | AC-011 setup |
2 | Verify quick tips section appears | Quick tips section displays with proper heading and formatting | Section header: "Quick Tips" with lightbulb icon | UI verification |
3 | Verify first standard tip displays correctly | "Listen actively" tip shows with exact business requirement text | Tip 1: "Listen actively to customer concerns" | Content validation 1/4 |
4 | Verify second standard tip displays correctly | "Take detailed notes" tip shows with exact business requirement text | Tip 2: "Take detailed notes during the call" | Content validation 2/4 |
5 | Verify third standard tip displays correctly | "Confirm information" tip shows with exact business requirement text | Tip 3: "Confirm all information before ending" | Content validation 3/4 |
6 | Verify fourth standard tip displays correctly | "Offer assistance" tip shows with exact business requirement text | Tip 4: "Offer additional assistance if needed" | Content validation 4/4 |
7 | Change call purpose to "Complaint Related" | Same quick tips display without change | Purpose: "Complaint Related" → Same 4 tips appear | Consistency test 1/8 |
8 | Change call purpose to "Service Related" | Same quick tips display without change | Purpose: "Service Related" → Same 4 tips appear | Consistency test 2/8 |
9 | Change call purpose to "Disconnection Related" | Same quick tips display without change | Purpose: "Disconnection Related" → Same 4 tips appear | Consistency test 3/8 |
10 | Change call purpose to "Reconnection Related" | Same quick tips display without change | Purpose: "Reconnection Related" → Same 4 tips appear | Consistency test 4/8 |
11 | Change call purpose to "Self Service Related" | Same quick tips display without change | Purpose: "Self Service Related" → Same 4 tips appear | Consistency test 5/8 |
12 | Change call purpose to "Transfer Related" | Same quick tips display without change | Purpose: "Transfer Related" → Same 4 tips appear | Consistency test 6/8 |
13 | Change call purpose to "Outstanding Related" | Same quick tips display without change | Purpose: "Outstanding Related" → Same 4 tips appear | Consistency test 7/8 |
14 | Change call purpose back to "Payment Related" | Same quick tips display without change | Purpose: "Payment Related" → Same 4 tips appear | Consistency test 8/8 |
15 | Verify tips formatting and visual presentation | All tips display with consistent formatting, bullet points, and styling | Tips appear as bulleted list with proper spacing and font styling | UI consistency |
16 | Test tips visibility when no purpose selected | Tips section hidden or shows placeholder when no purpose selected | Clear purpose selection → Tips section not visible or shows "Select purpose to view tips" | Default state handling |
17 | Verify tips count accuracy | Exactly 4 tips displayed, no more, no less | Count validation: 4 tips present | Quantity validation |
18 | Test tips loading performance | Tips appear immediately when purpose selected | Response time: <200ms for tips display | Performance validation |
Verification Points
- Primary_Verification: All 4 standard quick tips display correctly and consistently across all 8 call purposes
- Secondary_Verifications: Proper formatting, immediate loading, consistent count, UI presentation
- Negative_Verification: Tips don't change based on purpose selection, no additional tips appear
Test Case 12 : Call status dropdown contains exactly 3 required values
Title: Verify call status dropdown contains exactly 3 required values (Connected, Not connected, Not picked)
Test Case ID: CC01US01_TC_012
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Functional
Test Level: System
Priority: P2-High
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Consumer Services, UI, MOD-CallCenter, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-CallLoggingSystem, Status-Dropdown, Happy-Path
Business Context
Customer_Segment: All
Revenue_Impact: Medium
Business_Priority: Should-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: Yes
Quality Metrics
Risk_Level: Medium
Complexity_Level: Low
Expected_Execution_Time: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Medium
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: CallLoggingSystem, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium
Requirements Traceability
Related_Requirements: CC01US01-AC12, Business Rules - Call status dropdown values
Related_Bugs: N/A
Related_Test_Cases: TC_011 (call modal context)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Call modal UI framework, call status configuration
Performance_Baseline: Dropdown response < 100ms
Data_Requirements: Call status options configured with exactly 3 required values
Prerequisites
Setup_Requirements: Call modal with consumer and purpose selected
User_Roles_Permissions: Call Center Representative with call status access
Test_Data: Call status configuration with Connected, Not connected, Not picked options
Prior_Test_Cases: Call modal functionality established
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to call status field in call modal | Call status dropdown field visible in call details section |
| Field identification |
2 | Click on call status dropdown to expand | Dropdown expands showing all available status options |
| Dropdown expansion |
3 | Verify "Connected" option is present and selectable | "Connected" option visible in dropdown list |
| Connected status requirement |
4 | Verify "Not connected" option is present and selectable | "Not connected" option visible in dropdown list |
| Not connected status requirement |
5 | Verify "Not picked" option is present and selectable | "Not picked" option visible in dropdown list |
| Not picked status requirement |
6 | Count total number of options in dropdown | Exactly 3 options present, no additional options | Expected count: 3 options | Complete option count verification |
7 | Select "Connected" status | Status selects successfully, dropdown closes, field shows "Connected" | "Connected" selection | Functional verification |
8 | Reopen dropdown and select "Not connected" status | Status changes to "Not connected", dropdown closes properly | "Not connected" selection | Functional verification |
9 | Reopen dropdown and select "Not picked" status | Status changes to "Not picked", dropdown closes properly | "Not picked" selection | Functional verification |
10 | Verify no duplicate or extra options exist | Only the 3 required options present, no duplicates or unauthorized options | 3 unique options only | Option completeness check |
11 | Test dropdown keyboard navigation | Arrow keys navigate through options, Enter selects option | Keyboard navigation test | Accessibility verification |
12 | Verify option text matches exactly as specified | Each option displays exact text: "Connected", "Not connected", "Not picked" | Exact text verification | Text accuracy check |
Verification Points
Primary_Verification: Call status dropdown contains exactly 3 required values with correct text and all are functional
Secondary_Verifications: Dropdown behavior is standard, keyboard navigation works, no duplicate options
Negative_Verification: No unauthorized status options present, no more or fewer than 3 options
Test Case 13: call date defaults to current date and prevents past date selection
Title: Verify call date defaults to current date and prevents past date selection with proper validation
Test Case ID: CC01US01_TC_013
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Functional
Test Level: System
Priority: P2-High
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Negative, Consumer Services, UI, Validation, MOD-CallCenter, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-CallLoggingSystem, Date-Validation, Happy-Path
Business Context
Customer_Segment: All
Revenue_Impact: Medium
Business_Priority: Should-Have
Customer_Journey: Daily-Usage
Compliance_Required: Yes
SLA_Related: No
Quality Metrics
Risk_Level: Medium
Complexity_Level: Medium
Expected_Execution_Time: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Medium
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: CallLoggingSystem, DateValidationService, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium
Requirements Traceability
Related_Requirements: CC01US01-AC13, Business Rules - Call date field behavior and validation
Related_Bugs: N/A
Related_Test_Cases: TC_012 (call modal context)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Date picker component, date validation service, system clock
Performance_Baseline: Date picker response < 200ms
Data_Requirements: System configured with current date 2025-08-06
Prerequisites
Setup_Requirements: Call modal with all previous fields completed
User_Roles_Permissions: Call Center Representative with call date access
Test_Data: System date set to 2025-08-06, past dates for negative testing
Prior_Test_Cases: Call modal functionality established
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Open call modal with consumer and purpose selected | Call date field visible in call details section |
| Field identification |
2 | Verify call date field default value | Date field pre-populated with current date "2025-08-06" | Expected: 2025-08-06 | AC13: Default current date |
3 | Click on date picker to open calendar | Date picker opens showing current month with today highlighted | Current date highlighted | Date picker functionality |
4 | Attempt to select yesterday's date (2025-08-05) | Past date cannot be selected or shows validation error | 2025-08-05 (past date) | AC13: Past date prevention |
5 | Attempt to select last week's date (2025-07-30) | Past date cannot be selected or shows validation error | 2025-07-30 (past date) | AC13: Past date prevention |
6 | Attempt to select last month's date (2025-07-06) | Past date cannot be selected or shows validation error | 2025-07-06 (past date) | AC13: Past date prevention |
7 | Verify current date (2025-08-06) can be selected | Current date is selectable and updates field | 2025-08-06 (current date) | Valid current date selection |
8 | Select tomorrow's date (2025-08-07) | Future date is selectable and updates field | 2025-08-07 (future date) | Valid future date selection |
9 | Select next week's date (2025-08-13) | Future date is selectable and updates field | 2025-08-13 (future date) | Valid future date selection |
10 | Manually type past date in field (if editable) | Field rejects input or shows validation error | 2025-08-05 typed input | Manual input validation |
11 | Verify date picker visual restrictions | Past dates are grayed out, disabled, or not clickable in calendar | Past dates visually disabled | UI validation indicators |
12 | Test date field behavior with keyboard navigation | Keyboard navigation respects date restrictions | Arrow keys, Enter | Keyboard accessibility |
13 | Verify validation error message for past dates | Clear error message displayed when past date attempted | Expected: "Date cannot be in the past" | Error message verification |
Verification Points
Primary_Verification: Call date defaults to current date and completely prevents past date selection through all interaction methods
Secondary_Verifications: Date picker UI clearly indicates restrictions, validation messages are helpful, future dates work properly
Negative_Verification: Past dates are completely unselectable through clicking, typing, or keyboard navigation
Test Case 14: call time defaults to current time with manual override
Title: Verify call time defaults to current time with manual override capability and proper time validation
Test Case ID: CC01US01_TC_014
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Functional
Test Level: System
Priority: P3-Medium
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Consumer Services, UI, Validation, MOD-CallCenter, P3-Medium, Phase-Regression, Type-Functional, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-CallLoggingSystem, Time-Input
Business Context
Customer_Segment: All
Revenue_Impact: Low
Business_Priority: Could-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: No
Quality Metrics
Risk_Level: Low
Complexity_Level: Medium
Expected_Execution_Time: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Low
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: CallLoggingSystem, TimeValidationService, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete # Enhanced Call Center Dashboard Test Cases - CC01US01
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: QA
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Low
Requirements Traceability
Related_Requirements: CC01US01-AC14, Business Rules - Call time field default and manual override
Related_Bugs: N/A
Related_Test_Cases: TC_013 (date field context)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Time picker component, time validation service, system clock
Performance_Baseline: Time picker response < 200ms
Data_Requirements: System time available, various time formats for validation testing
Prerequisites
Setup_Requirements: Call modal with date field functional per TC_013
User_Roles_Permissions: Call Center Representative with call time access
Test_Data: Current system time, valid and invalid time formats for testing
Prior_Test_Cases: TC_013 date field functionality verified
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to call time field in call modal | Call time field visible and accessible |
| Field identification |
2 | Verify call time field default value | Time field pre-populated with current time (approximate) | Expected: Current time ±1 minute | Default current time |
3 | Record exact default time for comparison | Note the auto-populated time value | Current system time | Baseline for comparison |
4 | Click in time field and manually change to 2 hours earlier | Time field accepts manual input and updates | 2 hours earlier than default | Manual override capability |
5 | Change time to 2 hours later than original | Time field accepts manual input and updates | 2 hours later than default | Manual override capability |
6 | Enter valid time format "14:30" | Time field accepts and displays "14:30" | "14:30" (24-hour format) | Valid format acceptance |
7 | Enter valid time format "2:30 PM" (if 12-hour supported) | Time field accepts and displays properly | "2:30 PM" (12-hour format) | Valid format acceptance |
8 | Enter invalid time format "25:99" | Time field rejects input or shows validation error | "25:99" (invalid time) | Time validation |
9 | Enter invalid time format "abc:def" | Time field rejects input or shows validation error | "abc:def" (non-numeric) | Invalid format rejection |
10 | Clear time field completely | Field behavior with empty value (accepts/rejects/defaults) | Empty field | Edge case handling |
11 | Enter borderline valid time "23:59" | Time field accepts valid edge case | "23:59" (valid edge) | Edge case validation |
12 | Enter borderline invalid time "24:00" | Time field rejects invalid edge case | "24:00" (invalid edge) | Edge case validation |
13 | Test time field with keyboard navigation | Field responds properly to keyboard input and navigation | Tab, arrow keys, Enter | Keyboard accessibility |
Verification Points
Primary_Verification: Call time defaults to current time and allows manual override with proper validation of time formats
Secondary_Verifications: Invalid formats are rejected with helpful error messages, edge cases handled properly
Negative_Verification: Invalid time formats completely rejected, no system crashes or data corruption
Test Case 15: Notes field completion requirement before saving call entry
Title: Verify notes field completion requirement before saving call entry with proper validation
Test Case ID: CC01US01_TC_015
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Functional
Test Level: System
Priority: P2-High
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Negative, Consumer Services, Validation, UI, MOD-CallCenter, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-CallLoggingSystem, Field-Validation
Business Context
Customer_Segment: All
Revenue_Impact: Medium
Business_Priority: Should-Have
Customer_Journey: Daily-Usage
Compliance_Required: Yes
SLA_Related: No
Quality Metrics
Risk_Level: Medium
Complexity_Level: Medium
Expected_Execution_Time: 5 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: High
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: CallLoggingSystem, ValidationService, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High
Requirements Traceability
Related_Requirements: CC01US01-AC15, Business Rules - Notes field requirement before saving
Related_Bugs: N/A
Related_Test_Cases: TC_012, TC_013, TC_014 (all call fields)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Form validation service, call logging API, notes field component
Performance_Baseline: Validation response < 100ms
Data_Requirements: Complete call entry data except notes for testing
Prerequisites
Setup_Requirements: Call modal with all fields except notes completed
User_Roles_Permissions: Call Center Representative with call saving permissions
Test_Data: Complete call entry: John Smith consumer, Payment related purpose, Connected status, current date/time
Prior_Test_Cases: All call field functionality verified (TC_012-014)
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Complete all call entry fields except notes | All fields filled: consumer selected, purpose chosen, status selected, date/time set | John Smith, Payment related, Connected, current date/time | Setup complete call entry |
2 | Verify notes field is empty | Notes text area is visible but contains no content | Empty notes field | Baseline state |
3 | Attempt to save call entry without notes | Save button disabled or save action fails with validation error | Click Save with empty notes | Notes requirement validation |
4 | Verify validation error message for missing notes | Clear error message displayed indicating notes are required | Expected: "Notes field is required" or similar | Error message verification |
5 | Enter only whitespace in notes field | Whitespace-only input treated as empty, validation error persists | " " (spaces only) | Edge case: whitespace handling |
6 | Enter minimal valid notes content | Notes field accepts content, validation error clears | "Customer confirmed payment received" | Minimal valid content |
7 | Attempt to save with minimal notes | Save succeeds or save button becomes enabled | Save with minimal notes | Save success with notes |
8 | Test with longer notes content | Field accepts longer text without issues | "Customer called regarding recent payment. Confirmed $89.45 payment was received and processed on 2024-01-15. Customer satisfied with resolution." | Extended content handling |
9 | Test notes field character limit (if any) | Field handles maximum characters properly | Very long text (500+ characters) | Character limit validation |
10 | Enter notes with special characters | Field accepts special characters without issues | "Customer said: 'Payment processed!' @2:30 PM #confirmed" | Special character handling |
11 | Clear notes after entering content | Validation error returns when notes cleared | Clear previously entered notes | Dynamic validation |
12 | Re-enter notes and verify save functionality | Complete save process works with notes present | Final valid notes content | Complete workflow verification |
Verification Points
Primary_Verification: Notes field must be completed with actual content before call entry can be saved successfully
Secondary_Verifications: Validation messages are clear and helpful, whitespace-only input is rejected, special characters accepted
Negative_Verification: Empty or whitespace-only notes completely prevent saving, no validation bypass possible
Test Case 16: Persistent dialog box creation
Title: Verify persistent dialog box creation in bottom right corner when call modal is minimized
Test Case ID: CC01US01_TC_016
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: UI
Test Level: System
Priority: P3-Medium
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Consumer Services, UI, MOD-CallCenter, P3-Medium, Phase-Regression, Type-UI, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-UIFramework, Modal-Behavior
Business Context
Customer_Segment: All
Revenue_Impact: Low
Business_Priority: Could-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: No
Quality Metrics
Risk_Level: Low
Complexity_Level: Medium
Expected_Execution_Time: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Low
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: UIFramework, SessionManagement, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Low
Requirements Traceability
Related_Requirements: CC01US01-AC16, Business Rules - Modal minimize behavior
Related_Bugs: N/A
Related_Test_Cases: TC_015 (call entry context)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Modal UI framework, browser session management
Performance_Baseline: Dialog creation < 200ms
Data_Requirements: Partially completed call entry for minimize testing
Prerequisites
Setup_Requirements: Call modal with partial call information entered
User_Roles_Permissions: Call Center Representative with modal access
Test_Data: John Smith consumer selected, Payment related purpose, partial call details
Prior_Test_Cases: Call modal functionality established
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Open call modal with John Smith consumer selected | Call modal displays with consumer information | John Smith consumer data | Establish baseline state |
2 | Fill in call purpose and some call details | Modal contains partial call entry data | Payment related purpose, partial details | Prepare data for minimize test |
3 | Locate minimize button on modal | Minimize button visible and clickable (typically top-right corner) |
| Minimize functionality |
4 | Click minimize button on call modal | Modal minimizes and persistent dialog appears in bottom right corner |
| Dialog creation in bottom right |
5 | Verify dialog box position | Dialog positioned in bottom right corner of browser window |
| Position verification per AC16 |
6 | Verify dialog remains visible during dashboard navigation | Navigate to different dashboard sections, dialog stays visible | Navigate to Search, Recent Interactions | Persistence during navigation |
7 | Verify dialog persists during other dashboard activities | Perform search, view interactions, dialog remains present | Search for consumer, view recent calls | Persistence verification |
8 | Test dialog behavior with browser scroll | Scroll dashboard, dialog maintains position in bottom right | Scroll up/down on dashboard | Position stability |
9 | Test dialog behavior with browser resize | Resize browser window, dialog adjusts position appropriately | Resize browser window | Responsive behavior |
10 | Navigate away from dashboard and return | Dialog should remain if still in same browser session | Navigate to different page, return | Session persistence test |
11 | Open new browser tab with same application | Dialog should not appear in new tab (session-specific) | Open new tab, login to dashboard | Session isolation test |
12 | Close browser tab and reopen | Dialog should not persist across browser sessions | Close/reopen browser | Session boundary test |
Verification Points
Primary_Verification: Minimizing call modal creates persistent dialog box in bottom right corner that remains visible during navigation
Secondary_Verifications: Dialog maintains position during browser operations, respects session boundaries
Negative_Verification: Dialog doesn't persist across browser sessions, doesn't interfere with other functionality
Test Case 17: Minimized dialog displayed
Title: Verify minimized dialog displays consumer name, call purpose, and notes with real-time updates
Test Case ID: CC01US01_TC_017
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: UI
Test Level: System
Priority: P3-Medium
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Consumer Services, UI, Data-Sync, MOD-CallCenter, P3-Medium, Phase-Regression, Type-UI, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-UIFramework-DataSync, Dialog-Content
Business Context
Customer_Segment: All
Revenue_Impact: Low
Business_Priority: Could-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: No
Quality Metrics
Risk_Level: Low
Complexity_Level: Medium
Expected_Execution_Time: 5 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Low
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: UIFramework, DataSync, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Low
Requirements Traceability
Related_Requirements: CC01US01-AC17, Business Rules - Minimized dialog content display
Related_Bugs: N/A
Related_Test_Cases: TC_016 (dialog creation prerequisite)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Modal UI framework, data synchronization service
Performance_Baseline: Content update < 100ms
Data_Requirements: Complete call entry data for dialog display testing
Prerequisites
Setup_Requirements: Minimized call dialog active per TC_016
User_Roles_Permissions: Call Center Representative with dialog access
Test_Data: John Smith consumer, Payment related purpose, "Customer payment inquiry" notes
Prior_Test_Cases: TC_016 dialog creation verified
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Ensure call modal is minimized with dialog visible | Dialog box present in bottom right corner | Dialog from TC_016 | Establish baseline state |
2 | Verify consumer name is displayed in dialog | "John Smith" clearly visible in dialog | Expected: "John Smith" | Consumer name display |
3 | Verify call purpose is displayed in dialog | "Payment related" clearly visible in dialog | Expected: "Payment related" | Call purpose display |
4 | Verify notes are displayed in dialog | "Customer payment inquiry" clearly visible in dialog | Expected: "Customer payment inquiry" | Notes display |
5 | Maximize dialog to full modal | Click maximize button or double-click dialog |
| Return to full modal for editing |
6 | Add additional content to notes field | Enter more notes content in the modal | Additional text: " - confirmed account details" | Prepare for real-time update test |
7 | Minimize modal again to dialog view | Modal minimizes, dialog reappears with updated content |
| Test data synchronization |
8 | Verify updated notes appear in dialog | Dialog shows complete notes including new content | Expected: Full notes with addition | Real-time update verification |
9 | Maximize and change call purpose | Change purpose from Payment related to Service related | Change to "Service related" | Test purpose update sync |
10 | Minimize and verify purpose change reflected | Dialog shows updated call purpose | Expected: "Service related" | Purpose change synchronization |
11 | Test dialog content formatting and readability | All content is properly formatted and readable in limited dialog space | All current content | Content presentation quality |
12 | Verify dialog content truncation if too long | Very long content is appropriately truncated or scrollable | Enter very long notes | Content overflow handling |
Verification Points
Primary_Verification: Minimized dialog displays consumer name, call purpose, and notes with real-time updates when content changes
Secondary_Verifications: Content is properly formatted and readable, long content handled appropriately
Negative_Verification: No sensitive information beyond specified fields displayed, no data corruption during updates
Test Case 18: Call entry maximization from minimized dialog
Title: Verify call entry maximization from minimized dialog restores full modal with preserved data
Test Case ID: CC01US01_TC_018
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: UI
Test Level: System
Priority: P3-Medium
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Consumer Services, UI, State-Management, MOD-CallCenter, P3-Medium, Phase-Regression, Type-UI, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-UIFramework-StateManagement, Modal-Restore
Business Context
Customer_Segment: All
Revenue_Impact: Low
Business_Priority: Could-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: No
Quality Metrics
Risk_Level: Low
Complexity_Level: Medium
Expected_Execution_Time: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Medium
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: UIFramework, StateManagement, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium
Requirements Traceability
Related_Requirements: CC01US01-AC18, Business Rules - Dialog maximize functionality
Related_Bugs: N/A
Related_Test_Cases: TC_017 (dialog content prerequisite)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Modal state management, UI framework
Performance_Baseline: Modal restore < 200ms
Data_Requirements: Complete call entry state for restoration testing
Prerequisites
Setup_Requirements: Minimized dialog with complete call information
User_Roles_Permissions: Call Center Representative with modal access
Test_Data: John Smith consumer, Service related purpose, Connected status, current date/time, complete notes
Prior_Test_Cases: TC_017 dialog content display verified
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Ensure minimized dialog is active with complete call data | Dialog visible in bottom right with all call information | Complete call entry state | Establish baseline from TC_017 |
2 | Identify maximize/restore button on dialog | Maximize button (typically expand icon) visible and clickable |
| Maximize button availability |
3 | Click maximize button on minimized dialog | Full call modal reopens and dialog disappears |
| Modal restoration functionality |
4 | Verify consumer information is preserved | John Smith consumer details exactly as before minimization | Expected: John Smith complete profile | Data preservation verification |
5 | Verify call purpose is preserved | Service related purpose exactly as before minimization | Expected: Service related | Purpose preservation verification |
6 | Verify call status is preserved | Connected status exactly as before minimization | Expected: Connected | Status preservation verification |
7 | Verify call date is preserved | Date field contains same value as before minimization | Expected: Same date as before | Date preservation verification |
8 | Verify call time is preserved | Time field contains same value as before minimization | Expected: Same time as before | Time preservation verification |
9 | Verify notes content is fully preserved | Notes field contains complete text exactly as before minimization | Expected: Complete notes content | Notes preservation verification |
10 | Verify all modal functionality is intact | All buttons, dropdowns, and fields work exactly as before | Test all interactive elements | Functionality integrity check |
11 | Test minimize and maximize cycle repeatedly | Process works consistently through multiple minimize/maximize cycles | Repeat minimize/maximize 3 times | Repeatability verification |
12 | Verify no dialog remains when modal is maximized | Dialog completely disappears when modal is open, no UI conflicts |
| State management verification |
Verification Points
Primary_Verification: Minimized dialog can be maximized to full modal with all data and functionality perfectly preserved
Secondary_Verifications: Maximize/minimize cycle is repeatable, no UI state conflicts, all interactive elements functional
Negative_Verification: No data loss during state transitions, no duplicate UI elements, no functionality degradation
Test Case 19: call entries automatically sync to consumer communication tab
Title: Verify call entries automatically sync to consumer communication tab with accurate data and proper chronological ordering
Test Case ID: CC01US01_TC_019
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Integration
Test Level: System
Priority: P1-Critical
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Consumer Services, Integration, Database, API, MOD-CallCenter, P1-Critical, Phase-Regression, Type-Integration, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-Integration-Testing, Report-API-Test-Results, Customer-All, Risk-High, Business-Critical, Revenue-Impact-Medium, Integration-ConsumerInformationSystem-CallLoggingSystem-Database, Data-Sync
Business Context
Customer_Segment: All
Revenue_Impact: Medium
Business_Priority: Must-Have
Customer_Journey: Daily-Usage
Compliance_Required: Yes
SLA_Related: Yes
Quality Metrics
Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 7 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: ConsumerInformationSystem, CallLoggingSystem, Database, API, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, Integration-Testing, API-Test-Results
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High
Requirements Traceability
Related_Requirements: CC01US01-AC19, Business Rules - Call entry sync to consumer communication tab
Related_Bugs: N/A
Related_Test_Cases: TC_015 (call saving), TC_018 (modal functionality)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Consumer profile system, call logging API, communication history database, SMART360 consumer module
Performance_Baseline: Sync completion < 5 seconds
Data_Requirements: John Smith consumer profile (ACC-001234) with communication tab access, existing call history
Prerequisites
Setup_Requirements: Call entry saving functionality operational, consumer profile system accessible via SMART360
User_Roles_Permissions: Call Center Representative with call logging and consumer profile access
Test_Data: Complete call entry for John Smith: Payment related, Connected, 2024-01-20 14:30:00, "Customer confirmed payment of $89.45 received and processed successfully"
Prior_Test_Cases: TC_015 call saving functionality verified
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Complete and save a call entry for John Smith in call center dashboard | Call entry saves successfully with confirmation message "Call logged successfully" | Complete John Smith call: Payment related, Connected, 2024-01-20 14:30:00, notes: "Customer confirmed payment of $89.45 received and processed successfully" | AC19: Establish baseline call entry |
2 | Navigate to SMART360 consumer profile module from main navigation | Consumer profile interface loads with search capability | Click "Consumer Profile" or similar navigation | Access consumer information system |
3 | Search for John Smith consumer using account number | John Smith profile loads with complete consumer information including account details | Search: "ACC-001234" | Consumer profile access verification |
4 | Navigate to "Communication" tab within John Smith consumer profile | Communication tab opens showing complete interaction history with chronological list | Click "Communication" tab | AC19: Communication tab access |
5 | Verify new call entry appears in communication history | Latest call entry visible at top of communication tab list with all details | Expected: New call entry present as most recent | AC19: Automatic sync verification |
6 | Verify call entry date accuracy in communication tab | Date displays exactly as "2024-01-20" matching call entry | Expected: 2024-01-20 | Data accuracy verification |
7 | Verify call entry time accuracy in communication tab | Time displays exactly as "14:30:00" matching call entry | Expected: 14:30:00 | Time data accuracy |
8 | Verify call purpose accuracy in communication tab | Purpose displays exactly as "Payment related" from call entry | Expected: "Payment related" | Purpose data accuracy |
9 | Verify call status accuracy in communication tab | Status displays exactly as "Connected" from call entry | Expected: "Connected" | Status data accuracy |
10 | Verify complete notes content accuracy in communication tab | Notes display exactly: "Customer confirmed payment of $89.45 received and processed successfully" | Expected: Complete notes text exactly as entered | Notes data accuracy and completeness |
11 | Create second call entry for John Smith with different details | Save additional call entry successfully | Service related call, 2024-01-20 15:45:00, "Customer service request for meter reading - scheduled for next week" | Multiple entry sync test |
12 | Refresh communication tab and verify both entries present | Both call entries visible in communication history with proper separation | Expected: 2 distinct call entries visible | Multiple sync verification |
13 | Verify chronological order of entries (most recent first) | Service related call (15:45:00) appears above Payment related call (14:30:00) | Most recent entry at top of list | AC19: Sort order verification |
14 | Verify call entry completeness and formatting | All call details visible with proper labels: Date, Time, Purpose, Status, Notes | All fields clearly labeled and formatted | Complete data sync verification |
15 | Navigate back to call center dashboard and create third call entry | Third call entry saves and syncs properly | Complaint related call with current timestamp | Continuous sync verification |
16 | Return to communication tab and verify all three entries | All three call entries visible in correct chronological order | Expected: 3 entries in reverse chronological order | End-to-end sync verification |
Verification Points
Primary_Verification: Call entries automatically sync to consumer communication tab with all data fields accurate and entries ordered chronologically (most recent first)
Secondary_Verifications: Sync occurs within 5 seconds, multiple entries handled correctly, data formatting consistent, all field labels present
Negative_Verification: No call entries lost during sync, no data corruption or truncation, no duplicate entries, no cross-consumer data contamination
Test Case 21: Process Payments, Create Service Request, and Log Complaint quick actions
Title: Verify Process Payments, Create Service Request, and Log Complaint quick actions open respective forms with proper integration
Test Case ID: CC01US01_TC_020
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Integration
Test Level: System
Priority: P1-Critical
Execution Phase: Regression
Automation Status: Manual
Tags: Happy-Path, Consumer Services, Billing Services, Integration, MOD-CallCenter, P1-Critical, Phase-Regression, Type-Integration, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-Integration-Testing, Report-User-Acceptance, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-PaymentSystem-ServiceRequestSystem-ComplaintSystem, Quick-Action-Forms, Happy-Path
Business Context
Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: Yes
Quality Metrics
Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 8 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: PaymentSystem, ServiceRequestSystem, ComplaintSystem, BillingSystem, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, Integration-Testing, User-Acceptance
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High
Requirements Traceability
Related_Requirements: CC01US01-AC20, Business Rules - Quick actions open respective forms
Related_Bugs: N/A
Related_Test_Cases: TC_004 (quick actions availability)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Payment system integration, Service request system, Complaint management system, Consumer context system
Performance_Baseline: Form load time < 2 seconds
Data_Requirements: John Smith consumer profile with full access permissions for all form types
Prerequisites
Setup_Requirements: All integrated systems operational, quick actions accessible
User_Roles_Permissions: Call Center Representative with payment, service request, and complaint permissions
Test_Data: John Smith consumer profile (ACC-001234) with active status and all form access enabled
Prior_Test_Cases: TC_004 quick actions availability verified
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to Quick Actions section in dashboard | Quick Actions panel visible with all action buttons |
| Establish baseline access |
2 | Click "Process Payment" quick action | Payment form/modal opens or payment system interface loads | John Smith context | Payment form integration |
3 | Verify payment form loads completely | All payment fields, buttons, and functionality available and operational |
| Payment system integration check |
4 | Verify consumer context in payment form | John Smith information pre-populated or accessible in payment form | Expected: John Smith details | Consumer context preservation |
5 | Close payment form and return to dashboard | Payment form closes properly without affecting dashboard state |
| Form lifecycle management |
6 | Click "Create Service Request" quick action | Service request form/modal opens or service system interface loads | John Smith context | Service request form integration |
7 | Verify service request form loads completely | All service request fields, categories, and functionality available |
| Service system integration check |
8 | Verify consumer context in service request form | John Smith information pre-populated or accessible in service form | Expected: John Smith details | Consumer context preservation |
9 | Close service request form and return to dashboard | Service form closes properly without affecting dashboard state |
| Form lifecycle management |
10 | Click "Log Complaint" quick action | Complaint form/modal opens or complaint system interface loads | John Smith context | Complaint form integration |
11 | Verify complaint form loads completely | All complaint fields, categories, severity options, and functionality available |
| Complaint system integration check |
12 | Verify consumer context in complaint form | John Smith information pre-populated or accessible in complaint form | Expected: John Smith details | Consumer context preservation |
13 | Test opening multiple forms simultaneously | System handles concurrent form access appropriately without conflicts | Open payment and service forms | Multi-form handling verification |
14 | Verify forms maintain independence | Each form operates independently without data cross-contamination | Different data in each form | Form isolation verification |
15 | Test form access from search results quick actions | Quick actions from search results also open proper forms with context | Search results quick actions | Search integration consistency |
Verification Points
Primary_Verification: All three quick actions (Process Payment, Service Request, Log Complaint) open their respective forms with full functionality and consumer context
Secondary_Verifications: Forms load completely, consumer context preserved, multiple forms handled properly, search integration consistent
Negative_Verification: No form conflicts, no data corruption, no unauthorized access, no system crashes
Test Case 21: phone number and email format validation in search
Title: Verify phone number and email format validation in search functionality with comprehensive format testing
Test Case ID: CC01US01_TC_021
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Functional
Test Level: System
Priority: P2-High
Execution Phase: Regression
Automation Status: Planned-for-Automation
Tags: Happy-Path, Negative, Consumer Services, Validation, MOD-CallCenter, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-Regression-Coverage, Report-User-Acceptance, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-ValidationService-SearchAPI, Format-Validation
Business Context
Customer_Segment: All
Revenue_Impact: Medium
Business_Priority: Should-Have
Customer_Journey: Daily-Usage
Compliance_Required: Yes
SLA_Related: No
Quality Metrics
Risk_Level: Medium
Complexity_Level: High
Expected_Execution_Time: 6 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Medium
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: ValidationService, SearchAPI, ConsumerInformationSystem, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Module-Coverage, Regression-Coverage, User-Acceptance, Engineering
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: Medium
Requirements Traceability
Related_Requirements: CC01US01-AC21, Business Rules - Search format validation
Related_Bugs: N/A
Related_Test_Cases: TC_002 (search functionality prerequisite)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Search validation service, consumer database with various phone/email formats
Performance_Baseline: Validation response < 100ms, search response < 500ms
Data_Requirements: Consumer records with various valid phone and email formats for testing
Prerequisites
Setup_Requirements: Search functionality operational per TC_002
User_Roles_Permissions: Call Center Representative with search access
Test_Data: Consumer records with phone formats: (555) 123-4567, 555-123-4567, 5551234567; Email formats: john.smith@email.com, mary.j@domain.co.uk
Prior_Test_Cases: TC_002 basic search functionality verified
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Navigate to Search Consumers section | Search functionality ready and accessible |
| Establish baseline from TC_002 |
2 | Search with valid phone format (###) ###-#### | Search results returned for standard US format | "(555) 123-4567" | Valid format - parentheses and dash |
3 | Search with valid phone format ###-###-#### | Search results returned for dash-separated format | "555-123-4567" | Valid format - dashes only |
4 | Search with valid phone format ########## | Search results returned for numbers-only format | "5551234567" | Valid format - numbers only |
5 | Search with valid phone format with spaces | Search results returned for space-separated format | "555 123 4567" | Valid format - spaces |
6 | Search with invalid phone format (too short) | Search handles gracefully with no results or error message | "123-45" | Invalid format - incomplete |
7 | Search with invalid phone format (too long) | Search handles gracefully with no results or error message | "555-123-45678" | Invalid format - too many digits |
8 | Search with invalid phone format (letters) | Search handles gracefully with no results or error message | "555-ABC-4567" | Invalid format - non-numeric |
9 | Search with valid email format standard | Search results returned for standard email | "john.smith@email.com" | Valid email - standard format |
10 | Search with valid email format with subdomain | Search results returned for subdomain email | "user@mail.domain.com" | Valid email - subdomain |
11 | Search with valid email format international | Search results returned for international domain | "mary.j@domain.co.uk" | Valid email - international TLD |
12 | Search with invalid email format (no @) | Search handles gracefully with no results or error message | "john.smith.email.com" | Invalid email - missing @ |
13 | Search with invalid email format (no domain) | Search handles gracefully with no results or error message | "john.smith@" | Invalid email - incomplete |
14 | Search with invalid email format (double dots) | Search handles gracefully with no results or error message | "john.smith@email..com" | Invalid email - syntax error |
15 | Search with partial phone number (valid partial) | Search finds matches for partial phone numbers | "555-123" | Partial matching capability |
16 | Search with partial email (valid partial) | Search finds matches for partial email addresses | "john.smith" | Partial matching capability |
Verification Points
Primary_Verification: Search validates phone number and email formats appropriately, accepting valid formats and gracefully handling invalid ones
Secondary_Verifications: Various valid formats accepted, partial matching works, international formats supported
Negative_Verification: Invalid formats don't cause system errors, no inappropriate search results returned
Test Case 22: Call Center Supervisor dashboard functionality
Title: Verify Call Center Supervisor dashboard functionality for team performance monitoring, real-time metrics, and management oversight capabilities
Test Case ID: CC01US01_TC_022
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Functional
Test Level: System
Priority: P2-High
Execution Phase: Acceptance
Automation Status: Manual
Tags: Happy-Path, Supervisor-Role, Management, Team-Performance, MOD-CallCenter, P2-High, Phase-Acceptance, Type-Functional, Platform-Web, Report-Quality-Dashboard, Report-Module-Coverage, Report-User-Acceptance, Report-CSM, Report-Customer-Segment-Analysis, Customer-Enterprise, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-PerformanceMetrics-TeamManagement, Supervisor-Features
Business Context
Customer_Segment: Enterprise
Revenue_Impact: Medium
Business_Priority: Should-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: Yes
Quality Metrics
Risk_Level: Medium
Complexity_Level: High
Expected_Execution_Time: 10 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: High
Coverage Tracking
Feature_Coverage: 85%
Integration_Points: PerformanceMetrics, TeamManagement, ReportingSystem, CallCenterAnalytics, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: CSM
Report_Categories: Quality-Dashboard, Module-Coverage, User-Acceptance, CSM, Customer-Segment-Analysis
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High
Requirements Traceability
Related_Requirements: User story - Call Center Supervisor role, Jobs to Be Done section for supervisors, Solution section team performance monitoring
Related_Bugs: N/A
Related_Test_Cases: TC_001 (KPI metrics foundation)
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Team performance analytics system, individual agent metrics, reporting dashboard, SMART360 supervisor module
Performance_Baseline: Dashboard load < 3 seconds, team metrics refresh < 2 seconds
Data_Requirements: Multiple agent accounts with varied performance data, team structure with supervisor hierarchy
Prerequisites
Setup_Requirements: Supervisor role account configured, team of call center representatives with recent activity data
User_Roles_Permissions: Call Center Supervisor with team management and performance monitoring access
Test_Data: Team with 5 agents having varied performance: Agent1 (50 calls, $15,000 payments), Agent2 (35 calls, $8,500 payments), Agent3 (42 calls, $12,200 payments), Agent4 (28 calls, $6,800 payments), Agent5 (38 calls, $9,900 payments)
Prior_Test_Cases: Basic dashboard functionality verified
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Login to SMART360 with Call Center Supervisor credentials | Supervisor dashboard loads with team overview and management options | Valid supervisor credentials | User story: Supervisor role access |
2 | Navigate to "Team Performance" or "Supervisor Dashboard" section | Team performance dashboard displays with real-time metrics overview |
| Solution: Real-time visibility into team performance |
3 | Verify team overview KPIs display correctly | Team totals show: Total Calls (193), Total Payments ($52,400), Average per agent calculations | Expected team totals from 5 agents | Jobs to Be Done: Monitor team performance |
4 | Verify individual agent performance metrics are visible | Each agent shows individual KPIs: calls handled, payments collected, service requests, complaints | Agent1: 50 calls, $15,000; Agent2: 35 calls, $8,500; etc. | Solution: Individual agent performance visibility |
5 | Verify real-time performance monitoring capability | Metrics update when agents complete new activities (simulate or verify recent activity) | New agent activity reflects in supervisor view | Jobs to Be Done: Real-time visibility requirement |
6 | Check team performance comparison features | Agents can be ranked or compared by performance metrics (calls, payments, efficiency) | Performance ranking: Agent1 > Agent3 > Agent5 > Agent2 > Agent4 | Solution: Performance comparison analytics |
7 | Verify complaint escalation and resolution tracking | Supervisor can view team complaint metrics and resolution status | Team complaint count and resolution rates visible | Problem: Lack of oversight into complaint resolution |
8 | Test service request monitoring capabilities | Supervisor can view team service request creation and completion metrics | Team service request metrics and status tracking | Problem: No oversight into service request status |
9 | Verify performance trend analysis features | Dashboard shows performance trends over time (daily, weekly comparisons) | Performance trend indicators and historical comparisons | Jobs to Be Done: Identify performance trends |
10 | Test alert and notification system for performance issues | System provides alerts for performance concerns (low productivity, high complaint rates) | Performance threshold alerts and notifications | Solution: Proactive management decisions |
11 | Verify team schedule and availability overview | Supervisor can view team member schedules, availability, and current status | Team schedule display with current status indicators | Management visibility requirement |
12 | Test performance report generation capabilities | Supervisor can generate team performance reports for analysis and review | Performance report generation and export functionality | Jobs to Be Done: Performance reports |
13 | Verify drill-down capability into individual agent details | Supervisor can click on agent to view detailed performance and activity | Detailed agent performance view with call history | Solution: Detailed performance insights |
14 | Test team communication and coaching features | Supervisor can access tools for team communication and performance coaching | Team communication tools and coaching features | Management functionality requirement |
Verification Points
Primary_Verification: Supervisor dashboard provides comprehensive team performance monitoring with real-time metrics, individual agent tracking, and management tools as specified in user story
Secondary_Verifications: Performance trends analysis functional, alert system operational, report generation capabilities working, drill-down features accessible
Negative_Verification: Supervisor cannot access individual agent personal data beyond performance metrics, no unauthorized team data access, performance calculations accurate
Test Case 23: comprehensive error handling and system resilience
Title: Verify comprehensive error handling and system resilience during integration failures, network issues, and external system unavailability
Test Case ID: CC01US01_TC_023
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Error
Test Level: System
Priority: P1-Critical
Execution Phase: Regression
Automation Status: Manual
Tags: Negative, Error-Handling, Integration-Failure, Network-Resilience, MOD-CallCenter, P1-Critical, Phase-Regression, Type-Error, Platform-Web, Report-Quality-Dashboard, Report-Integration-Testing, Report-Performance-Metrics, Report-Engineering, Report-Revenue-Impact-Tracking, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-SystemResilience-ErrorHandling-NetworkFailure, Error-Scenarios
Business Context
Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Daily-Usage
Compliance_Required: Yes
SLA_Related: Yes
Quality Metrics
Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 15 minutes
Reproducibility_Score: Medium
Data_Sensitivity: High
Failure_Impact: Critical
Coverage Tracking
Feature_Coverage: 90%
Integration_Points: PaymentSystem, ServiceRequestSystem, ComplaintSystem, ConsumerInformationSystem, CallLoggingSystem, NetworkInfrastructure, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Integration-Testing, Performance-Metrics, Engineering, Revenue-Impact-Tracking
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: Critical
Requirements Traceability
Related_Requirements: User story Solution section - system resilience, Business continuity requirements, Integration points reliability
Related_Bugs: N/A
Related_Test_Cases: TC_020 (quick action integration), TC_019 (call sync), TC_002 (search functionality)
Test Environment
Environment: Staging with simulated failure conditions
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Network simulation tools, external system mock services, error injection capabilities
Performance_Baseline: Error recovery < 10 seconds, graceful degradation maintained
Data_Requirements: Test scenarios with network interruption simulation, external system failure simulation
Prerequisites
Setup_Requirements: Network simulation tools configured, external system mock services available, error injection capabilities enabled
User_Roles_Permissions: Call Center Representative with full system access for comprehensive error testing
Test_Data: John Smith consumer profile, complete call entry data, payment/service/complaint test scenarios
Prior_Test_Cases: All integration functionality verified under normal conditions
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Simulate payment system unavailability and attempt "Process Payment" quick action | Payment form shows clear error message "Payment system temporarily unavailable. Please try again later." or provides offline mode | Click Process Payment with payment system down | Error handling for payment integration |
2 | Verify dashboard remains functional when payment system fails | Dashboard continues operating normally, other quick actions remain available | Continue using dashboard features | System resilience verification |
3 | Simulate service request system failure and attempt "Create Service Request" | Service request shows appropriate error message and fallback options | Click Create Service Request with service system down | Service integration error handling |
4 | Simulate complaint system unavailability and attempt "Log Complaint" | Complaint form displays error message with alternative contact information or offline logging | Click Log Complaint with complaint system down | Complaint integration error handling |
5 | Simulate network connectivity interruption during call entry save | System preserves entered data and shows retry option or offline mode message | Complete call entry, simulate network failure during save | Data preservation during network issues |
6 | Test consumer search functionality with database connectivity issues | Search shows "Unable to retrieve consumer data" message with retry option | Perform search with database connection interrupted | Search resilience testing |
7 | Simulate API timeout during KPI metrics loading | KPI section shows loading state or cached data with timeout indication | Dashboard load with API timeout simulation | KPI system error handling |
8 | Test call entry sync with communication tab API failure | Call entry saves locally with warning "Sync to consumer profile pending" | Save call with communication API down | Sync error handling |
9 | Simulate intermittent network connectivity during active session | Dashboard handles connection drops gracefully with reconnection attempts | Toggle network connectivity during active use | Network resilience testing |
10 | Test session preservation during system errors | User session and unsaved work preserved during system recovery | Create partial call entry, simulate system error | Session management during errors |
11 | Verify error message clarity and user guidance | All error messages provide clear information and next steps for users | Review all error messages encountered | User experience during errors |
12 | Test system recovery after external services come back online | Dashboard automatically recovers and resumes full functionality when services restored | Restore external systems and verify recovery | Automatic recovery verification |
13 | Simulate multiple simultaneous system failures | Dashboard provides appropriate degraded mode with core functionality preserved | Multiple system failures at once | Comprehensive failure scenario |
14 | Test offline capability and data queuing if supported | System queues actions for processing when connectivity restored | Work offline, verify queued actions | Offline mode functionality |
15 | Verify audit trail and error logging | System logs all errors appropriately for troubleshooting and analysis | Check error logs and audit trails | Error tracking and debugging |
Verification Points
Primary_Verification: Dashboard handles all integration failures gracefully with clear error messages, preserves user data, and maintains core functionality during external system outages
Secondary_Verifications: Automatic recovery when systems restored, offline capability functional, error messages user-friendly, audit trail complete
Negative_Verification: No data loss during errors, no system crashes, no security vulnerabilities exposed during failure states, no incorrect error messages
Test Case 24: concurrent user scenarios and data consistency
Title: Verify concurrent user scenarios and data consistency with multiple agents simultaneously accessing same consumer profiles and creating interactions
Test Case ID: CC01US01_TC_024
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Concurrency
Test Level: System
Priority: P2-High
Execution Phase: Performance
Automation Status: Manual
Tags: Negative, Concurrency, Data-Consistency, Multi-User, MOD-CallCenter, P2-High, Phase-Performance, Type-Concurrency, Platform-Web, Report-Performance-Metrics, Report-Integration-Testing, Report-Engineering, Report-Quality-Dashboard, Report-Customer-Segment-Analysis, Customer-Enterprise, Risk-High, Business-High, Revenue-Impact-Medium, Integration-ConcurrencyControl-DataConsistency-MultiUser, Multi-Agent-Access
Business Context
Customer_Segment: Enterprise
Revenue_Impact: Medium
Business_Priority: Should-Have
Customer_Journey: Daily-Usage
Compliance_Required: Yes
SLA_Related: Yes
Quality Metrics
Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 12 minutes
Reproducibility_Score: Medium
Data_Sensitivity: High
Failure_Impact: High
Coverage Tracking
Feature_Coverage: 95%
Integration_Points: ConcurrencyControl, DataConsistency, SessionManagement, CallLoggingSystem, ConsumerInformationSystem, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Performance-Metrics, Integration-Testing, Engineering, Quality-Dashboard, Customer-Segment-Analysis
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High
Requirements Traceability
Related_Requirements: User story - Multiple call center representatives, concurrent access requirements, data integrity needs
Related_Bugs: N/A
Related_Test_Cases: TC_019 (call sync), TC_003 (consumer information), TC_007 (call modal)
Test Environment
Environment: Staging with multiple user session capability
Browser/Version: Chrome 115+ (multiple instances/users)
Device/OS: Windows 10/11 (multiple test machines or virtual sessions)
Screen_Resolution: Desktop-1920x1080
Dependencies: Multi-user session management, concurrency control system, data locking mechanisms
Performance_Baseline: Concurrent access response < 2 seconds, data consistency maintained 100%
Data_Requirements: Multiple agent accounts, shared consumer profiles for concurrent access testing
Prerequisites
Setup_Requirements: Multiple Call Center Representative accounts configured, concurrent session testing capability
User_Roles_Permissions: Multiple Call Center Representative accounts (Agent1, Agent2, Agent3) with identical permissions
Test_Data: John Smith consumer profile (ACC-001234), Mary Johnson profile (ACC-001235), multiple test agent accounts
Prior_Test_Cases: Individual user functionality verified for all agents
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Login simultaneously with 3 different agent accounts (Agent1, Agent2, Agent3) | All agents successfully access dashboard without interference | Agent1, Agent2, Agent3 credentials | Concurrent login verification |
2 | All agents simultaneously search for John Smith consumer | All agents receive identical search results for John Smith without conflicts | Search: "John Smith" or "ACC-001234" | Concurrent search testing |
3 | Agent1 opens John Smith call modal while Agent2 views John Smith profile | Both agents can access John Smith information simultaneously without blocking | John Smith profile access | Concurrent consumer access |
4 | Agent1 begins creating call entry for John Smith while Agent2 starts different call entry for same consumer | System handles concurrent call creation appropriately (allows both, shows warnings, or queues) | Agent1: Payment call, Agent2: Service call | Concurrent call creation |
5 | Agent1 saves call entry while Agent2 is still creating call entry | Agent1's call saves successfully, Agent2's work continues uninterrupted | Save Agent1 call, continue Agent2 work | Save conflict resolution |
6 | Agent2 completes and saves call entry for same consumer (John Smith) | Agent2's call saves successfully, both calls appear in consumer history | Complete and save Agent2 call | Sequential save verification |
7 | Both agents navigate to John Smith communication tab simultaneously | Both agents see identical communication history including both recent calls | Both access communication tab | Concurrent data viewing |
8 | Agent3 searches for and accesses Mary Johnson while others work with John Smith | Agent3 operates independently without affecting other agents' work | Agent3 works with Mary Johnson profile | User isolation verification |
9 | All three agents simultaneously update KPI activities (calls, payments, service requests) | Individual KPI metrics update correctly for each agent without cross-contamination | Each agent performs different activities | Concurrent metric updates |
10 | Agent1 and Agent2 simultaneously attempt to use "Process Payment" quick action for different consumers | Both payment forms open successfully with correct consumer context | Agent1: John Smith payment, Agent2: Mary Johnson payment | Concurrent quick action usage |
11 | Test rapid successive actions by multiple agents on same consumer | System handles rapid concurrent access without data corruption | Rapid actions on John Smith by multiple agents | Rapid access testing |
12 | Verify data consistency after all concurrent activities complete | All consumer profiles show correct, complete information with no missing or duplicate data | Check all consumer profiles for accuracy | Data integrity verification |
13 | Test concurrent session timeout handling | Session timeouts handled independently for each agent without affecting others | Simulate timeout for one agent | Independent session management |
14 | Verify audit trail accuracy for concurrent activities | Audit logs correctly attribute all actions to respective agents with accurate timestamps | Review audit logs for all activities | Audit trail integrity |
Verification Points
Primary_Verification: Multiple agents can simultaneously access dashboard, work with same consumers, and create interactions without data conflicts or system performance degradation
Secondary_Verifications: Data consistency maintained across all concurrent operations, individual agent isolation preserved, audit trails accurate
Negative_Verification: No data loss or corruption, no cross-agent data contamination, no system deadlocks or performance issues
Test Case 25: dashboard performance under high load and stress conditions
Title: Verify dashboard performance under high load and stress conditions with enterprise-scale data volumes and concurrent user access
Test Case ID: CC01US01_TC_025
Created By: Hetal
Created Date: August 6, 2025
Version: 1.0
Classification
Module/Feature: Call Center Dashboard
Test Type: Performance
Test Level: System
Priority: P2-High
Execution Phase: Performance
Automation Status: Planned-for-Automation
Tags: Performance, Load-Testing, Scalability, Stress-Testing, MOD-CallCenter, P2-High, Phase-Performance, Type-Performance, Platform-Web, Report-Performance-Metrics, Report-Engineering, Report-Customer-Segment-Analysis, Report-Revenue-Impact-Tracking, Report-Quality-Dashboard, Customer-Enterprise, Risk-Medium, Business-High, Revenue-Impact-High, Integration-PerformanceOptimization-ScalabilityTesting, Scale-Testing
Business Context
Customer_Segment: Enterprise
Revenue_Impact: High
Business_Priority: Should-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: Yes
Quality Metrics
Risk_Level: Medium
Complexity_Level: High
Expected_Execution_Time: 20 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: High
Coverage Tracking
Feature_Coverage: 100%
Integration_Points: PerformanceOptimization, DatabaseScaling, SearchOptimization, CacheManagement, LoadBalancing, CxServices
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Performance-Metrics, Engineering, Customer-Segment-Analysis, Revenue-Impact-Tracking, Quality-Dashboard
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High
Requirements Traceability
Related_Requirements: User story Solution section - scalability requirements, Enterprise customer segment needs, Performance baseline requirements
Related_Bugs: N/A
Related_Test_Cases: All functional tests as performance baseline
Test Environment
Environment: Performance testing environment with enterprise-scale data
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Performance testing tools, large consumer database (100,000+ records), load generation tools, monitoring systems
Performance_Baseline: Dashboard load < 3 seconds, search results < 500ms, KPI updates < 2 seconds under normal load
Data_Requirements: 100,000+ consumer records, 1,000+ daily transactions per agent, 50+ concurrent users simulation capability
Prerequisites
Setup_Requirements: Performance testing environment configured, large-scale test data loaded, load generation tools operational
User_Roles_Permissions: Multiple Call Center Representative and Supervisor accounts for load testing
Test_Data: Enterprise-scale dataset: 100,000 consumer profiles, 10,000 daily call entries, 50 concurrent agent simulation
Prior_Test_Cases: All functional tests verified under normal conditions
Test Procedure
Step # | Action | Expected Result | Test Data | Comments |
1 | Baseline performance test with single user on large dataset | Dashboard loads within 3 seconds with 100,000+ consumer database | Single user, full enterprise dataset | Establish baseline performance |
2 | Test consumer search performance with large database | Search returns results within 500ms even with 100,000+ consumer records | Search queries across large consumer database | Search scalability verification |
3 | Verify KPI calculation performance with high transaction volume | KPIs calculate and display within 2 seconds with 10,000+ daily transactions | Large transaction dataset for KPI calculation | KPI performance under load |
4 | Test dashboard responsiveness with 10 concurrent users | Dashboard maintains normal performance with 10 simultaneous users | 10 concurrent user sessions | Low-scale concurrent load |
5 | Increase load to 25 concurrent users performing typical activities | Response times remain within acceptable limits (< 5 seconds for major operations) | 25 users: searching, creating calls, viewing profiles | Medium-scale concurrent load |
6 | Test peak load with 50 concurrent users (enterprise call center scale) | System maintains functionality with response times < 10 seconds for critical operations | 50 users performing mixed dashboard activities | Enterprise-scale load testing |
7 | Stress test consumer search with rapid successive queries | Search maintains performance and accuracy under rapid query load | Rapid search queries from multiple users | Search stress testing |
8 | Test call entry creation performance under high concurrent load | Call entry saving completes within 5 seconds even with 50 concurrent saves | 50 simultaneous call entry saves | Call logging performance |
9 | Verify KPI update performance during peak activity periods | KPIs continue updating accurately during high activity without significant delay | High transaction volume with frequent KPI updates | Real-time metrics under load |
10 | Test memory usage and resource consumption during stress conditions | System memory and CPU usage remain within acceptable limits during peak load | Monitor system resources during peak load | Resource utilization verification |
11 | Verify data integrity maintained during high load conditions | All data operations complete successfully without corruption under stress | Verify data accuracy after stress testing | Data integrity under stress |
12 | Test system recovery after peak load periods | Dashboard performance returns to baseline levels after load reduction | Reduce load and verify performance recovery | Recovery performance verification |
13 | Test browser performance with extended high-load sessions | Browser remains responsive and stable during extended high-load usage | Extended session under load conditions | Browser stability testing |
14 | Verify error handling under resource constraint conditions | System provides appropriate error messages if resource limits reached | Push system to resource limits | Error handling under stress |
15 | Test performance degradation patterns and thresholds | Identify performance degradation points and ensure graceful degradation | Gradually increase load to find limits | Performance threshold identification |
Verification Points
Primary_Verification: Dashboard maintains acceptable performance levels (< 10 seconds for critical operations) with enterprise-scale data (100,000+ consumers) and concurrent users (50+ agents)
Secondary_Verifications: Search performance scales appropriately, KPI calculations remain accurate under load, memory usage stays within limits
Negative_Verification: No data corruption under stress, no system crashes, no unacceptable performance degradation, no resource leaks
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