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Use CaseExpected Result
Initiate test interactions into the primary Business ProcessesThese interactions should be handled by the system, the customer should receive the expected messaging / treatment, and offered to Ready Agents. 
Initiate at least one of each interaction typeTest interactions of each type (chat, email, inbound phone call, outbound phone call, callback, campaign) should be initiated, the customer should receive the expected messaging / treatment, and those interactions offered to Ready Agents. 
Agent login, change ACD state to Ready, and handle test interactionsThe agent should be able to login, set their state to Ready, and be offered test interactions. The agent should be able to perform all interaction handling functions (transfer, conference, canned responses, disposition codes, etc.) as expected.
Test interactions and agent status display in Supervisor

The test interactions should appear in the real-time and historical metrics of BP Monitor and Agent Monitor.

Report metricsThe test interactions should appear in all of the relevant reports. Each of the report types: Business Process, Queue, and Agent should reflect all metrics properly.
Dashboard metricsThe test interactions should appear in the relevant metrics and Business Process inside the Contact Center Dashboard.
BroadWorks unification featuresFor Unified deployments, Agents should automatically be placed into the Backoffice state and the BroadWorks Enterprise Directory should display to the Agent.
Call recordingAll test interactions should be recorded and accessible to the contact center leaders.

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