call-center/docs/uat/scenario-checklist.md

UAT Scenario Checklist

S0 Login and RBAC deny

• Preconditions:
  • Test users are available (admin, supervisor, operator, analyst)
• Steps:
  • Sign in through the gateway
  • Verify role-dependent access to main flows
  • Attempt a denied privileged action as operator (for example create a user)
• Expected:
  • Login succeeds
  • Allowed actions work for the selected role
  • Denied privileged action returns 403
• Result:
  • Pass
  • Fail
• Evidence:
  • user:
  • screenshot/log:

S1 Customer create and search

• Preconditions:
  • Operator UI or API access is available
• Steps:
  • Create a customer
  • Search the customer by name or phone
  • Open the customer card
• Expected:
  • Customer is created once
  • Search returns the same customer
  • Customer card data is consistent
• Result:
  • Pass
  • Fail
• Evidence:
  • customer_id:
  • screenshot/log:

S2 Voice interaction lifecycle

• Preconditions:
  • Operator account is available
  • Voice queue is available
• Steps:
  • Create a voice interaction
  • Assign interaction to operator
  • Change status to closed
  • Open the interaction timeline
• Expected:
  • Status transitions are correct
  • Timeline contains creation, assignment, and close events
• Result:
  • Pass
  • Fail
• Evidence:
  • interaction_id:
  • screenshot/log:

S3 Assignment and escalation to second line

• Preconditions:
  • Queue routing rule for escalation exists
• Steps:
  • Create or select an active interaction
  • Assign it to an operator
  • Escalate it to the target queue
• Expected:
  • Assignment is accepted
  • Queue is changed to the target queue
  • Status changes to escalated
• Result:
  • Pass
  • Fail
• Evidence:
  • interaction_id:
  • target_queue:

S4 Routing and timeline verification

• Preconditions:
  • Queue rules are configured
  • At least one completed interaction exists
• Steps:
  • Execute a route request for the active queue
  • Verify assigned operator and SLA result
  • Re-open interaction timeline
• Expected:
  • Routing returns assignee and SLA
  • Timeline remains complete and chronological
• Result:
  • Pass
  • Fail
• Evidence:
  • queue_id:
  • route output:

S5 Voice event intake

• Preconditions:
  • Voice adapter endpoint is reachable
• Steps:
  • Submit a voice event (call.started, ivr.completed, or call.ended)
  • Verify event is stored and retrievable
• Expected:
  • Voice event is accepted
  • Event ID is returned
  • Event can be listed afterwards
• Result:
  • Pass
  • Fail
• Evidence:
  • event_id:
  • call_id:

S6 Telegram interaction lifecycle

• Preconditions:
  • Telegram adapter endpoint is reachable
• Steps:
  • Send webhook payload to Telegram adapter
  • Verify message registration
  • Verify interaction visibility in operator workflow
• Expected:
  • Message is accepted
  • Related interaction or adapter state is traceable
• Result:
  • Pass
  • Fail
• Evidence:
  • message_id:
  • screenshot/log:

S7 KB usage in active handling

• Preconditions:
  • KB category/article created by analyst/supervisor
• Steps:
  • Search KB by keyword
  • Open article
  • Use article during interaction processing
• Expected:
  • Relevant article found
  • Operator confirms article usability
• Result:
  • Pass
  • Fail
• Evidence:
  • article_id:
  • keyword:

S8 Supervisor realtime

• Preconditions:
  • At least two agent states are submitted
• Steps:
  • Set agent states (READY, BUSY)
  • Update queue metrics
  • Open realtime view/API
• Expected:
  • Agent totals and states are visible
  • Queue snapshot is visible
• Result:
  • Pass
  • Fail
• Evidence:
  • timestamp:
  • screenshot/log:

S9 KPI report and export validation

• Preconditions:
  • KPI events are ingested for the test queue
• Steps:
  • Open /reports/kpi
  • Verify KPI payload
  • Open /reports/export and capture CSV output
• Expected:
  • KPI payload contains SL, ASA, AHT, Abandon, FCR
  • Export contains the expected header and queue rows
• Result:
  • Pass
  • Fail
• Evidence:
  • queue_id:
  • export snippet:

O1 Backup and restore verification

• Preconditions:
  • Pilot environment contains test data
• Steps:
  • Run backup script
  • Restore into a clean target
  • Verify the restored data set
• Expected:
  • Archive is created
  • Restore succeeds
  • Core interaction data remains intact
• Result:
  • Pass
  • Fail
• Evidence:
  • archive:
  • restore check:

O2 Load test baseline (100 voice + 100 digital)

• Preconditions:
  • Pilot environment is stable
• Steps:
  • Run python scripts/load_test.py --base-url http://<gateway-host>:8080 --voice 100 --digital 100
  • Record success and latency output
• Expected:
  • Load completes without blocking errors
  • MVP baseline target is met
• Result:
  • Pass
  • Fail
• Evidence:
  • command:
  • summary: