call-center/docs/runbooks/pilot-uat.md

Runbook - Pilot UAT

Participants

• Operators
• Supervisor
• Analyst
• Admin
• Business owner
• IT owner

Scope Rules

• Freeze the pilot scope using docs/gates/mvp-pilot-baseline.md.
• Do not record out-of-scope feature requests as MVP defects.
• Route deferred requests to docs/roadmap/05-wave2-backlog.md.

Preparation

1. Run environment preflight:
   • Existing environment: python scripts/uat_preflight.py --base-url http://<gateway-host>:8080
   • Local auto-start: python scripts/uat_preflight.py --auto-start
2. Run UAT dry-run package generator:
   • Existing environment: python scripts/uat_dry_run.py --base-url http://<gateway-host>:8080 --update-defect-register
   • Local auto-start: python scripts/uat_dry_run.py --auto-start --update-defect-register
3. Create session protocol from template or generated artifact:
   • docs/uat/session-template.md
   • Recommended bundle generator:
     • python scripts/uat_manual_prepare.py --environment-url http://<pilot-gateway>:8080
4. Prepare defect log file:
   • docs/uat/defect-log-template.csv
5. Confirm the pilot gateway URL and the build under test in the session protocol.

Mandatory scenarios

• Execute all scenarios from:
  • docs/uat/scenario-checklist.md
• Required scope:
  • auth login and RBAC deny
  • customer create/search
  • voice lifecycle
  • assignment and escalation
  • routing and timeline verification
  • voice event intake
  • Telegram lifecycle
  • supervisor realtime
  • KPI report and CSV
  • KB usage in handling flow
  • backup/restore verification
  • load test baseline (100 voice + 100 digital)

Defect triage

• P1: acceptance impossible, fix in MVP immediately
• P2: key journey broken, fix in MVP immediately
• P3: acceptable with limitation, defer unless it blocks sign-off
• P4: cosmetic or backlog-only

Only P1 and P2 defects belong to the MVP remediation cycle.

Evidence package

• Preflight report from docs/uat/evidence/
• Completed scenario checklist
• Completed session protocol
• Filled defect log
• Signed sheet from docs/uat/signoff-template.md
• Updated docs/gates/p1-p2-defects.md

Formal closure

After manual signatures are collected and no open P1/P2 items remain:

• Optional validation only:
  • python scripts/finalize_mvp_pilot.py --session-dir docs/uat/evidence/manual_<session-id> --dry-run
• Run:
  • python scripts/finalize_mvp_pilot.py --session-dir docs/uat/evidence/manual_<session-id>
• This updates:
  • docs/gates/gate-04-pilot-hardening.md
  • docs/gates/p1-p2-defects.md
  • docs/releases/v1.0.0-mvp-accepted.md

Exit criteria

• No open P1 defects
• No open P2 defects
• Critical user journeys approved
• Sign-off captured from business and IT owners