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