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SAS Customer Service & CRM Module — Software Requirements Specification (SRS)

Table of Contents​

1 Document Information​

FieldValue
Project NameSAS Customer Service & CRM Module
Version1.0
Date2025-10-17
Project ManagerTBD
Tech LeadTBD
Qa LeadTBD
Platforms['Web', 'Mobile (iOS/Android)']
Document StatusComprehensive Draft
Module CodeCS_CRM
Parent ProjectSAS - Smart Assemble System

2 Project Overview​

2.1 What Are We Building​

2.1.1 System Function​

Comprehensive customer service and CRM system handling multi-channel customer interactions (phone, email, live chat, WhatsApp chatbot), ticketing and case management, complaint tracking, escalation workflows, knowledge base, self-service tools, customer 360-degree view, interaction history, SLA tracking, and customer service analytics

2.1.2 Users​

  • Customer Service Representatives (inquiry resolution)
  • Customer Service Supervisors (escalation and quality)
  • Call Center Agents (phone support)
  • Chat Agents (live chat and messaging support)
  • Customer Service Manager (oversight and analytics)
  • Members (self-service and support interactions)
  • Providers (support inquiries)
  • Agents/Brokers (support inquiries)

2.1.3 Problem Solved​

Fragmented customer interactions across channels, no unified view of customer, delayed response times, manual ticket routing, no SLA tracking, limited self-service options, lack of knowledge base, inconsistent service quality, no chatbot for 24/7 support, manual escalation processes

2.1.4 Key Success Metric​

90% first-contact resolution rate, <5 minute average response time for chat/chatbot, <24 hours for email resolution, 95% SLA compliance, 80% customer satisfaction score (CSAT), 60% self-service adoption, 50% chatbot resolution rate for routine inquiries

2.2 Scope​

2.2.1 In Scope​

  • Multi-channel support (phone, email, live chat, WhatsApp chatbot)
  • Ticketing system with case management
  • Automated ticket routing and assignment
  • Escalation workflows with SLA tracking
  • Complaint management and tracking
  • Knowledge base and FAQ management
  • Self-service member portal integration
  • WhatsApp chatbot with NLP (dialogflow/rasa)
  • Customer 360-degree view (member profile, policies, claims, interactions)
  • Interaction history across all channels
  • CRM functionality (customer segmentation, campaigns)
  • Quality monitoring and call recording
  • Customer satisfaction surveys (CSAT, NPS)
  • Real-time dashboards for service metrics
  • Integration with telephony system (CTI)
  • Email integration (inbox management)
  • SMS notifications for ticket status
  • Automated responses for common inquiries
  • Service level agreement (SLA) management

2.2.2 Out Of Scope​

  • Outbound telemarketing campaigns (handled in Sales)
  • Advanced marketing automation (future phase)
  • Social media management (Twitter, Facebook monitoring)
  • Video call support (future phase)
  • Advanced AI sentiment analysis (future phase)

3 User Requirements​

3.1 Ticketing Case Management​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-TICKET-CREATECreate support tickets from any channelTrack and resolve customer issuesMustTicket creation from: phone call, email, live chat, WhatsApp, member portal, walk-in. Auto-populate member info if authenticated.
FT-CS-TICKET-CATEGORIZATIONCategorize tickets by type and priorityRoute tickets appropriatelyMustCategories: Claim inquiry, Policy inquiry, Billing inquiry, Complaint, Technical issue, Provider inquiry. Priority: Low, Medium, High, Critical.
FT-CS-TICKET-ASSIGNMENTAuto-assign tickets based on rulesEnsure timely handlingMustAssignment rules: round-robin, skill-based, workload-based. Manual reassignment. Team queues. Availability status.
FT-CS-TICKET-TRACKINGTrack ticket status and historyMonitor progress to resolutionMustStatus: New, Assigned, In Progress, Pending Customer, Resolved, Closed. Status history. Activity timeline. Attachments.
FT-CS-TICKET-MERGE-SPLITMerge duplicate tickets or split complex ticketsManage tickets efficientlyShouldMerge tickets: link related tickets, maintain history. Split tickets: create child tickets for multi-issue cases.

3.2 Multi Channel Support​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-PHONE-SUPPORTHandle phone calls with CTI integrationProvide efficient phone supportMustCTI integration: screen pop with member info, call logging, call recording, call transfer, conference, hold, voicemail. IVR integration.
FT-CS-EMAIL-SUPPORTManage email inquiries efficientlyRespond to email requests timelyMustEmail inbox integration: shared inbox, email-to-ticket conversion, email threading, canned responses, email templates, attachment handling.
FT-CS-LIVE-CHATProvide live chat support on website/portalOffer real-time assistanceMustLive chat: chat widget on website, chat queue, typing indicators, file sharing, chat transfer, chat history, proactive chat invitations.
FT-CS-WHATSAPP-CHATBOTDeploy WhatsApp chatbot for 24/7 supportHandle routine inquiries automaticallyMustWhatsApp Business API integration. NLP engine (Dialogflow/Rasa). Bot capabilities: FAQs, policy status, claim status, find provider, eligibility check. Handoff to human agent.
FT-CS-SMS-SUPPORTSend SMS notifications for ticket updatesKeep customers informedMustSMS notifications: ticket created, assigned, resolved. Two-way SMS support. SMS templates.
FT-CS-CHANNEL-SWITCHINGSwitch channels during conversationProvide seamless omnichannel experienceShouldChannel handoff: chat to phone, email to chat, etc. Maintain context across channels. Unified conversation view.

3.3 Escalation Sla​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-ESCALATION-RULESDefine and automate escalation rulesEnsure critical issues are prioritizedMustEscalation triggers: ticket age, priority, customer type (VIP), unresolved status. Escalation hierarchy: Tier 1 -> Tier 2 -> Supervisor -> Manager.
FT-CS-SLA-MANAGEMENTDefine and track SLAs for different ticket typesMeet service commitmentsMustSLA definitions: response time, resolution time by priority/category. SLA countdown timer. Breach alerts. SLA reporting.
FT-CS-SLA-BREACH-ALERTSGet alerted when SLA is at risk or breachedTake corrective actionMustAlerts: email/SMS when 75% of SLA time consumed, breach notifications. Dashboard alerts. Escalation on breach.
FT-CS-VIP-CUSTOMER-HANDLINGIdentify and prioritize VIP customersProvide premium serviceShouldVIP identification: corporate clients, high-value policies. VIP routing: dedicated queue, faster SLA. VIP indicators in interface.

3.4 Complaint Management​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-COMPLAINT-REGISTRATIONRegister formal complaintsTrack and resolve complaints systematicallyMustComplaint types: service quality, claim denial, provider issue, billing dispute. Complaint severity. Regulatory complaint flag (TIRA).
FT-CS-COMPLAINT-INVESTIGATIONConduct complaint investigationDetermine root cause and resolutionMustInvestigation workflow: assign investigator, gather facts, interview stakeholders, determine root cause, propose resolution. Investigation notes.
FT-CS-COMPLAINT-RESOLUTIONTrack complaint resolution and customer satisfactionClose complaints properlyMustResolution actions: refund, policy adjustment, apology, corrective action. Resolution approval. Customer acceptance. Closure survey.
FT-CS-REGULATORY-REPORTINGGenerate regulatory complaint reportsComply with regulatory requirementsMustTIRA complaint reporting: quarterly reports. Complaint categorization per regulatory requirements. Complaint resolution timeframes.

3.5 Knowledge Base​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-KB-MANAGEMENTCreate and manage knowledge base articlesProvide consistent information to agents and customersMustKB article types: FAQ, How-to guide, Policy document, Troubleshooting. Categories. Tags. Versioning. Approval workflow.
FT-CS-KB-SEARCHSearch knowledge base during customer interactionQuickly find answersMustKB search: full-text search, filters by category/tag. Suggested articles based on ticket. Search analytics. Most viewed articles.
FT-CS-KB-SELF-SERVICEExpose knowledge base to customers for self-serviceEnable customers to help themselvesMustPublic KB portal: searchable, categorized. Helpful/not helpful feedback. Article views tracking. Related articles.
FT-CS-KB-ANALYTICSAnalyze knowledge base usageImprove contentShouldKB analytics: article views, search terms, helpful ratings, gaps in content. Content improvement recommendations.

3.6 Chatbot Automation​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-CHATBOT-NLPUse NLP to understand customer intentProvide accurate automated responsesMustNLP engine: Dialogflow or Rasa. Intent recognition. Entity extraction. Multi-turn conversations. Context management.
FT-CS-CHATBOT-INTENTSConfigure chatbot intents for common inquiriesAutomate routine responsesMustCommon intents: Check policy status, Check claim status, Find provider, Check eligibility, Update contact info, FAQ. Training phrases.
FT-CS-CHATBOT-INTEGRATIONIntegrate chatbot with backend systemsProvide real-time informationMustAPI integration: Policy API, Claims API, Provider API, Member API. Secure authentication. Real-time data retrieval.
FT-CS-CHATBOT-HANDOFFTransfer chatbot conversation to human agentHandle complex issuesMustHuman handoff triggers: customer request, bot confidence low, complex inquiry. Context transfer. Agent takes over conversation. Return to bot option.
FT-CS-CHATBOT-ANALYTICSAnalyze chatbot performanceImprove bot accuracyMustChatbot metrics: conversations, resolution rate, handoff rate, user satisfaction. Unrecognized intents. Training recommendations.

3.7 Customer 360​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-CUSTOMER-PROFILEView comprehensive customer profileUnderstand customer contextMustCustomer 360: member demographics, policies, claims history, payment history, interaction history, preferences, complaints, documents.
FT-CS-INTERACTION-HISTORYView complete interaction history across channelsProvide informed serviceMustInteraction timeline: phone calls, emails, chats, WhatsApp, tickets, complaints. Chronological view. Interaction details. Agent notes.
FT-CS-RELATED-RECORDSView related records (policies, claims, payments)Access all relevant informationMustRelated records: active policies with details, recent claims with status, payment history, outstanding balances. Quick actions from profile.
FT-CS-CUSTOMER-NOTESAdd internal notes to customer profileDocument important informationMustAgent notes: private notes visible to internal staff only. Note categories. Important note pinning. Note search.

3.8 Crm Functionality​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-CUSTOMER-SEGMENTATIONSegment customers for targeted communicationPersonalize customer engagementShouldSegmentation criteria: policy type, value, claims history, tenure, engagement level. Dynamic segments. Segment analytics.
FT-CS-CAMPAIGNSCreate and manage customer communication campaignsEngage customers proactivelyShouldCampaign types: email, SMS. Campaign templates. Audience selection. Schedule campaigns. Campaign tracking (open rate, click rate).
FT-CS-MEMBER-LIFECYCLETrack member lifecycle stagesProvide stage-appropriate serviceShouldLifecycle stages: New member, Active, At-risk, Lapsed, Renewed. Stage transitions. Stage-based workflows. Retention campaigns.
FT-CS-CUSTOMER-RETENTIONIdentify at-risk customers and retention opportunitiesReduce churnShouldAt-risk indicators: late payments, complaints, low engagement, policy cancellation requests. Retention workflows. Win-back campaigns.

3.9 Quality Monitoring​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-CALL-RECORDINGRecord customer service callsMonitor quality and provide trainingMustCall recording: automatic recording, secure storage, playback. Call tagging. Quality scoring. Regulatory compliance (consent).
FT-CS-QUALITY-SCORINGScore agent performance on interactionsMeasure service qualityMustQuality scorecard: greeting, professionalism, knowledge, problem resolution, closing. Random sampling. Supervisor scoring. Agent feedback.
FT-CS-COACHINGProvide coaching and feedback to agentsImprove agent performanceShouldCoaching sessions: scheduled coaching, feedback documentation, improvement plans. Coaching templates. Performance tracking.

3.10 Customer Feedback​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-CSAT-SURVEYSSend customer satisfaction surveys after interactionsMeasure service qualityMustCSAT survey: sent post-interaction (SMS/email). Rating scale (1-5). Comments. Survey response rate. Trend analysis.
FT-CS-NPS-SURVEYSMeasure Net Promoter ScoreGauge customer loyaltyShouldNPS survey: periodic surveys (quarterly/annual). 0-10 scale. Promoter/Passive/Detractor classification. Follow-up workflows.
FT-CS-FEEDBACK-ANALYSISAnalyze customer feedbackIdentify improvement areasMustFeedback analysis: sentiment analysis, common themes, trends over time. Agent-level analysis. Category-level analysis.

3.11 Reporting Analytics​

Feature CodeI Want ToSo That I CanPriorityNotes
FT-CS-TICKET-REPORTSGenerate ticket volume and resolution reportsMonitor workload and efficiencyMustReports: ticket volume by channel/category/priority, resolution time, first-contact resolution, backlog, aging tickets.
FT-CS-AGENT-PERFORMANCEGenerate agent performance reportsEvaluate individual and team performanceMustMetrics: tickets handled, average handle time, resolution rate, CSAT scores, quality scores. Agent ranking. Performance trends.
FT-CS-SLA-REPORTSGenerate SLA compliance reportsEnsure service commitments are metMustSLA reports: compliance rate by SLA type, breaches by category, escalations. SLA trends. Root cause analysis.
FT-CS-CHANNEL-ANALYTICSAnalyze channel usage and performanceOptimize channel strategyMustChannel metrics: volume by channel, response time, resolution time, customer preference. Channel cost analysis. Channel shift trends.
FT-CS-REAL-TIME-DASHBOARDView real-time service metricsMonitor operationsMustReal-time dashboard: current queue depth, average wait time, agents online, active chats, SLA at-risk tickets. Wallboard display.

4 Detailed Feature Requirements​

4.1 Ft Cs Ticket Create​

4.1.1 Priority​

Must Have

4.1.2 User Story​

As a customer service representative, I want to create support tickets from any channel so that I can track and resolve customer issues

4.1.3 Preconditions​

CS representative logged in, customer contact initiated

4.1.4 Postconditions​

Ticket created with unique ID, assigned to appropriate queue, customer notified

4.1.5 Test Cases​

IdDescriptionWeight
TICKET-CREATE-TC-001Verify ticket can be created from phone callHigh
TICKET-CREATE-TC-002Verify ticket can be created from emailHigh
TICKET-CREATE-TC-003Verify ticket can be created from live chatHigh
TICKET-CREATE-TC-004Verify ticket can be created from WhatsAppHigh
TICKET-CREATE-TC-005Verify ticket can be created from member portalHigh
TICKET-CREATE-TC-006Verify member info auto-populated if authenticatedHigh
TICKET-CREATE-TC-007Verify unique ticket ID generatedHigh

4.2 Ft Cs Ticket Categorization​

4.2.1 Priority​

Must Have

4.2.2 User Story​

As a customer service representative, I want to categorize tickets so that they are routed appropriately

4.2.3 Preconditions​

Ticket being created

4.2.4 Postconditions​

Ticket categorized and prioritized

4.2.5 Test Cases​

IdDescriptionWeight
TICKET-CATEGORIZATION-TC-001Verify claim inquiry category availableHigh
TICKET-CATEGORIZATION-TC-002Verify policy inquiry category availableHigh
TICKET-CATEGORIZATION-TC-003Verify billing inquiry category availableHigh
TICKET-CATEGORIZATION-TC-004Verify complaint category availableHigh
TICKET-CATEGORIZATION-TC-005Verify priority levels (Low, Medium, High, Critical)High
TICKET-CATEGORIZATION-TC-006Verify category affects routingHigh

4.3 Ft Cs Ticket Assignment​

4.3.1 Priority​

Must Have

4.3.2 User Story​

As a CS supervisor, I want to auto-assign tickets based on rules so that I can ensure timely handling

4.3.3 Preconditions​

Ticket created and categorized, assignment rules configured

4.3.4 Postconditions​

Ticket assigned to appropriate agent or queue

4.3.5 Test Cases​

IdDescriptionWeight
TICKET-ASSIGNMENT-TC-001Verify round-robin assignmentHigh
TICKET-ASSIGNMENT-TC-002Verify skill-based assignmentHigh
TICKET-ASSIGNMENT-TC-003Verify workload-based assignmentHigh
TICKET-ASSIGNMENT-TC-004Verify manual reassignmentHigh
TICKET-ASSIGNMENT-TC-005Verify team queue assignmentHigh
TICKET-ASSIGNMENT-TC-006Verify agent availability status checkedHigh

4.4 Ft Cs Ticket Tracking​

4.4.1 Priority​

Must Have

4.4.2 User Story​

As a customer service representative, I want to track ticket status and history so that I can monitor progress to resolution

4.4.3 Preconditions​

Ticket exists in system

4.4.4 Postconditions​

Ticket status updated, history maintained

4.4.5 Test Cases​

IdDescriptionWeight
TICKET-TRACKING-TC-001Verify status transitions (New -> Assigned -> In Progress -> Resolved -> Closed)High
TICKET-TRACKING-TC-002Verify status history maintainedHigh
TICKET-TRACKING-TC-003Verify activity timeline visibleHigh
TICKET-TRACKING-TC-004Verify attachments supportedHigh
TICKET-TRACKING-TC-005Verify Pending Customer status availableHigh
TICKET-TRACKING-TC-006Verify audit trail maintainedHigh

4.5 Ft Cs Ticket Merge Split​

4.5.1 Priority​

Should Have

4.5.2 User Story​

As a customer service representative, I want to merge duplicate tickets or split complex tickets so that I can manage tickets efficiently

4.5.3 Preconditions​

Multiple related tickets or one complex ticket

4.5.4 Postconditions​

Tickets merged or split, history maintained

4.5.5 Test Cases​

IdDescriptionWeight
TICKET-MERGE-SPLIT-TC-001Verify duplicate tickets can be mergedHigh
TICKET-MERGE-SPLIT-TC-002Verify related tickets can be linkedHigh
TICKET-MERGE-SPLIT-TC-003Verify history maintained after mergeHigh
TICKET-MERGE-SPLIT-TC-004Verify complex ticket can be splitHigh
TICKET-MERGE-SPLIT-TC-005Verify child tickets created for multi-issue casesHigh

4.6 Ft Cs Phone Support​

4.6.1 Priority​

Must Have

4.6.2 User Story​

As a call center agent, I want CTI integration so that I can provide efficient phone support

4.6.3 Preconditions​

CTI system configured, agent logged in

4.6.4 Postconditions​

Call handled, logged, and recorded

4.6.5 Test Cases​

IdDescriptionWeight
PHONE-SUPPORT-TC-001Verify screen pop with member info on incoming callHigh
PHONE-SUPPORT-TC-002Verify call logging automaticHigh
PHONE-SUPPORT-TC-003Verify call recording enabledHigh
PHONE-SUPPORT-TC-004Verify call transfer functionalityHigh
PHONE-SUPPORT-TC-005Verify conference call functionalityHigh
PHONE-SUPPORT-TC-006Verify hold/resume functionalityHigh
PHONE-SUPPORT-TC-007Verify voicemail integrationMedium
PHONE-SUPPORT-TC-008Verify IVR integrationHigh

4.7 Ft Cs Email Support​

4.7.1 Priority​

Must Have

4.7.2 User Story​

As a customer service representative, I want to manage email inquiries efficiently so that I can respond timely

4.7.3 Preconditions​

Email inbox configured

4.7.4 Postconditions​

Emails converted to tickets, responses sent

4.7.5 Test Cases​

IdDescriptionWeight
EMAIL-SUPPORT-TC-001Verify shared inbox accessibleHigh
EMAIL-SUPPORT-TC-002Verify email-to-ticket conversion automaticHigh
EMAIL-SUPPORT-TC-003Verify email threading maintainedHigh
EMAIL-SUPPORT-TC-004Verify canned responses availableHigh
EMAIL-SUPPORT-TC-005Verify email templates availableHigh
EMAIL-SUPPORT-TC-006Verify attachment handling supportedHigh

4.8 Ft Cs Live Chat​

4.8.1 Priority​

Must Have

4.8.2 User Story​

As a chat agent, I want to provide live chat support so that I can offer real-time assistance

4.8.3 Preconditions​

Chat system configured, agent available

4.8.4 Postconditions​

Chat session handled, transcript saved

4.8.5 Test Cases​

IdDescriptionWeight
LIVE-CHAT-TC-001Verify chat widget displayed on websiteHigh
LIVE-CHAT-TC-002Verify chat queue managedHigh
LIVE-CHAT-TC-003Verify typing indicators shownMedium
LIVE-CHAT-TC-004Verify file sharing supportedHigh
LIVE-CHAT-TC-005Verify chat transfer to another agentHigh
LIVE-CHAT-TC-006Verify chat history maintainedHigh
LIVE-CHAT-TC-007Verify proactive chat invitationsMedium

4.9 Ft Cs Whatsapp Chatbot​

4.9.1 Priority​

Must Have

4.9.2 User Story​

As a customer service manager, I want WhatsApp chatbot for 24/7 support so that I can handle routine inquiries automatically

4.9.3 Preconditions​

WhatsApp Business API configured, chatbot deployed

4.9.4 Postconditions​

Routine inquiries handled by bot, complex issues escalated to human

4.9.5 Test Cases​

IdDescriptionWeight
WHATSAPP-CHATBOT-TC-001Verify WhatsApp Business API integratedHigh
WHATSAPP-CHATBOT-TC-002Verify NLP engine (Dialogflow/Rasa) operationalHigh
WHATSAPP-CHATBOT-TC-003Verify FAQ inquiries handledHigh
WHATSAPP-CHATBOT-TC-004Verify policy status check supportedHigh
WHATSAPP-CHATBOT-TC-005Verify claim status check supportedHigh
WHATSAPP-CHATBOT-TC-006Verify find provider functionalityHigh
WHATSAPP-CHATBOT-TC-007Verify eligibility check supportedHigh
WHATSAPP-CHATBOT-TC-008Verify handoff to human agentHigh

4.10 Ft Cs Sms Support​

4.10.1 Priority​

Must Have

4.10.2 User Story​

As a customer service representative, I want to send SMS notifications so that I can keep customers informed

4.10.3 Preconditions​

SMS gateway configured

4.10.4 Postconditions​

SMS notifications sent for ticket updates

4.10.5 Test Cases​

IdDescriptionWeight
SMS-SUPPORT-TC-001Verify SMS sent when ticket createdHigh
SMS-SUPPORT-TC-002Verify SMS sent when ticket assignedHigh
SMS-SUPPORT-TC-003Verify SMS sent when ticket resolvedHigh
SMS-SUPPORT-TC-004Verify two-way SMS supportMedium
SMS-SUPPORT-TC-005Verify SMS templates availableHigh

4.11 Ft Cs Channel Switching​

4.11.1 Priority​

Should Have

4.11.2 User Story​

As a customer service representative, I want to switch channels during conversation so that I can provide seamless omnichannel experience

4.11.3 Preconditions​

Multi-channel support configured

4.11.4 Postconditions​

Channel switched, context maintained

4.11.5 Test Cases​

IdDescriptionWeight
CHANNEL-SWITCHING-TC-001Verify chat to phone handoffHigh
CHANNEL-SWITCHING-TC-002Verify email to chat handoffHigh
CHANNEL-SWITCHING-TC-003Verify context maintained across channelsHigh
CHANNEL-SWITCHING-TC-004Verify unified conversation viewHigh

4.12 Ft Cs Escalation Rules​

4.12.1 Priority​

Must Have

4.12.2 User Story​

As a CS supervisor, I want to define and automate escalation rules so that critical issues are prioritized

4.12.3 Preconditions​

Escalation rules configured

4.12.4 Postconditions​

Tickets escalated per rules, appropriate parties notified

4.12.5 Test Cases​

IdDescriptionWeight
ESCALATION-RULES-TC-001Verify escalation by ticket ageHigh
ESCALATION-RULES-TC-002Verify escalation by priorityHigh
ESCALATION-RULES-TC-003Verify escalation for VIP customersHigh
ESCALATION-RULES-TC-004Verify escalation hierarchy (Tier 1 -> Tier 2 -> Supervisor -> Manager)High
ESCALATION-RULES-TC-005Verify escalation notifications sentHigh

4.13 Ft Cs Sla Management​

4.13.1 Priority​

Must Have

4.13.2 User Story​

As a CS manager, I want to define and track SLAs so that I can meet service commitments

4.13.3 Preconditions​

SLA definitions configured

4.13.4 Postconditions​

SLAs tracked, compliance monitored

4.13.5 Test Cases​

IdDescriptionWeight
SLA-MANAGEMENT-TC-001Verify response time SLAs definedHigh
SLA-MANAGEMENT-TC-002Verify resolution time SLAs definedHigh
SLA-MANAGEMENT-TC-003Verify SLAs vary by priorityHigh
SLA-MANAGEMENT-TC-004Verify SLAs vary by categoryHigh
SLA-MANAGEMENT-TC-005Verify SLA countdown timer visibleHigh
SLA-MANAGEMENT-TC-006Verify SLA breach alerts generatedHigh
SLA-MANAGEMENT-TC-007Verify SLA reporting availableHigh

4.14 Ft Cs Sla Breach Alerts​

4.14.1 Priority​

Must Have

4.14.2 User Story​

As a CS agent, I want to get alerted when SLA is at risk so that I can take corrective action

4.14.3 Preconditions​

SLAs configured, ticket in progress

4.14.4 Postconditions​

Alerts sent when SLA at risk or breached

4.14.5 Test Cases​

IdDescriptionWeight
SLA-BREACH-ALERTS-TC-001Verify alert at 75% of SLA timeHigh
SLA-BREACH-ALERTS-TC-002Verify breach notification sentHigh
SLA-BREACH-ALERTS-TC-003Verify dashboard alerts displayedHigh
SLA-BREACH-ALERTS-TC-004Verify escalation triggered on breachHigh
SLA-BREACH-ALERTS-TC-005Verify email/SMS alerts configurableMedium

4.15 Ft Cs Vip Customer Handling​

4.15.1 Priority​

Should Have

4.15.2 User Story​

As a CS manager, I want to identify and prioritize VIP customers so that I can provide premium service

4.15.3 Preconditions​

VIP customers identified

4.15.4 Postconditions​

VIP customers routed to dedicated queue, faster SLA applied

4.15.5 Test Cases​

IdDescriptionWeight
VIP-CUSTOMER-HANDLING-TC-001Verify corporate clients identified as VIPHigh
VIP-CUSTOMER-HANDLING-TC-002Verify high-value policies identified as VIPHigh
VIP-CUSTOMER-HANDLING-TC-003Verify VIP routing to dedicated queueHigh
VIP-CUSTOMER-HANDLING-TC-004Verify faster SLA for VIPHigh
VIP-CUSTOMER-HANDLING-TC-005Verify VIP indicator displayed in interfaceHigh

4.16 Ft Cs Complaint Registration​

4.16.1 Priority​

Must Have

4.16.2 User Story​

As a CS representative, I want to register formal complaints so that I can track and resolve complaints systematically

4.16.3 Preconditions​

Complaint received from customer

4.16.4 Postconditions​

Complaint registered, investigation initiated

4.16.5 Test Cases​

IdDescriptionWeight
COMPLAINT-REGISTRATION-TC-001Verify complaint types available (service quality, claim denial, provider issue, billing dispute)High
COMPLAINT-REGISTRATION-TC-002Verify complaint severity capturedHigh
COMPLAINT-REGISTRATION-TC-003Verify regulatory complaint flag (TIRA)High
COMPLAINT-REGISTRATION-TC-004Verify complaint details capturedHigh
COMPLAINT-REGISTRATION-TC-005Verify customer notified of registrationHigh

4.17 Ft Cs Complaint Investigation​

4.17.1 Priority​

Must Have

4.17.2 User Story​

As a CS supervisor, I want to conduct complaint investigation so that I can determine root cause and resolution

4.17.3 Preconditions​

Complaint registered

4.17.4 Postconditions​

Investigation completed, root cause identified, resolution proposed

4.17.5 Test Cases​

IdDescriptionWeight
COMPLAINT-INVESTIGATION-TC-001Verify investigator can be assignedHigh
COMPLAINT-INVESTIGATION-TC-002Verify investigation facts can be gatheredHigh
COMPLAINT-INVESTIGATION-TC-003Verify stakeholder interviews documentedHigh
COMPLAINT-INVESTIGATION-TC-004Verify root cause determinationHigh
COMPLAINT-INVESTIGATION-TC-005Verify resolution proposal documentedHigh
COMPLAINT-INVESTIGATION-TC-006Verify investigation notes maintainedHigh

4.18 Ft Cs Complaint Resolution​

4.18.1 Priority​

Must Have

4.18.2 User Story​

As a CS manager, I want to track complaint resolution so that I can close complaints properly

4.18.3 Preconditions​

Complaint investigation completed

4.18.4 Postconditions​

Resolution implemented, customer satisfied, complaint closed

4.18.5 Test Cases​

IdDescriptionWeight
COMPLAINT-RESOLUTION-TC-001Verify resolution actions available (refund, adjustment, apology, corrective action)High
COMPLAINT-RESOLUTION-TC-002Verify resolution approval workflowHigh
COMPLAINT-RESOLUTION-TC-003Verify customer acceptance trackedHigh
COMPLAINT-RESOLUTION-TC-004Verify closure survey sentHigh
COMPLAINT-RESOLUTION-TC-005Verify complaint closed after customer acceptanceHigh

4.19 Ft Cs Regulatory Reporting​

4.19.1 Priority​

Must Have

4.19.2 User Story​

As a compliance officer, I want to generate regulatory complaint reports so that I can comply with regulatory requirements

4.19.3 Preconditions​

Complaints tracked in system

4.19.4 Postconditions​

Regulatory reports generated

4.19.5 Test Cases​

IdDescriptionWeight
REGULATORY-REPORTING-TC-001Verify TIRA complaint reporting formatHigh
REGULATORY-REPORTING-TC-002Verify quarterly reports generatedHigh
REGULATORY-REPORTING-TC-003Verify complaint categorization per regulatory requirementsHigh
REGULATORY-REPORTING-TC-004Verify complaint resolution timeframes trackedHigh

4.20 Ft Cs Kb Management​

4.20.1 Priority​

Must Have

4.20.2 User Story​

As a knowledge manager, I want to create and manage knowledge base articles so that I can provide consistent information

4.20.3 Preconditions​

KB system configured

4.20.4 Postconditions​

KB articles created, approved, published

4.20.5 Test Cases​

IdDescriptionWeight
KB-MANAGEMENT-TC-001Verify FAQ articles can be createdHigh
KB-MANAGEMENT-TC-002Verify How-to guides can be createdHigh
KB-MANAGEMENT-TC-003Verify articles can be categorizedHigh
KB-MANAGEMENT-TC-004Verify articles can be taggedHigh
KB-MANAGEMENT-TC-005Verify article versioning maintainedHigh
KB-MANAGEMENT-TC-006Verify approval workflow for articlesHigh

4.21.1 Priority​

Must Have

4.21.2 User Story​

As a CS agent, I want to search knowledge base during interaction so that I can quickly find answers

4.21.3 Preconditions​

KB populated with articles

4.21.4 Postconditions​

Relevant articles found and presented

4.21.5 Test Cases​

IdDescriptionWeight
KB-SEARCH-TC-001Verify full-text search functionalHigh
KB-SEARCH-TC-002Verify filters by category/tagHigh
KB-SEARCH-TC-003Verify suggested articles based on ticketHigh
KB-SEARCH-TC-004Verify search analytics trackedMedium
KB-SEARCH-TC-005Verify most viewed articles displayedMedium

4.22 Ft Cs Kb Self Service​

4.22.1 Priority​

Must Have

4.22.2 User Story​

As a member, I want to access knowledge base so that I can help myself

4.22.3 Preconditions​

Public KB portal configured

4.22.4 Postconditions​

Members find answers independently

4.22.5 Test Cases​

IdDescriptionWeight
KB-SELF-SERVICE-TC-001Verify public KB portal accessibleHigh
KB-SELF-SERVICE-TC-002Verify articles searchableHigh
KB-SELF-SERVICE-TC-003Verify articles categorizedHigh
KB-SELF-SERVICE-TC-004Verify helpful/not helpful feedbackHigh
KB-SELF-SERVICE-TC-005Verify article views trackedMedium
KB-SELF-SERVICE-TC-006Verify related articles suggestedMedium

4.23 Ft Cs Kb Analytics​

4.23.1 Priority​

Should Have

4.23.2 User Story​

As a knowledge manager, I want to analyze KB usage so that I can improve content

4.23.3 Preconditions​

KB usage data collected

4.23.4 Postconditions​

Usage analytics available, content gaps identified

4.23.5 Test Cases​

IdDescriptionWeight
KB-ANALYTICS-TC-001Verify article views trackedHigh
KB-ANALYTICS-TC-002Verify search terms analyzedHigh
KB-ANALYTICS-TC-003Verify helpful ratings trackedHigh
KB-ANALYTICS-TC-004Verify content gaps identifiedHigh
KB-ANALYTICS-TC-005Verify content improvement recommendationsMedium

4.24 Ft Cs Chatbot Nlp​

4.24.1 Priority​

Must Have

4.24.2 User Story​

As a chatbot administrator, I want to use NLP so that the bot can understand customer intent

4.24.3 Preconditions​

NLP engine configured and trained

4.24.4 Postconditions​

Customer intent accurately recognized

4.24.5 Test Cases​

IdDescriptionWeight
CHATBOT-NLP-TC-001Verify Dialogflow or Rasa integratedHigh
CHATBOT-NLP-TC-002Verify intent recognition functionalHigh
CHATBOT-NLP-TC-003Verify entity extraction functionalHigh
CHATBOT-NLP-TC-004Verify multi-turn conversations supportedHigh
CHATBOT-NLP-TC-005Verify context management maintainedHigh

4.25 Ft Cs Chatbot Intents​

4.25.1 Priority​

Must Have

4.25.2 User Story​

As a chatbot administrator, I want to configure chatbot intents so that I can automate routine responses

4.25.3 Preconditions​

NLP engine configured

4.25.4 Postconditions​

Common intents configured and functional

4.25.5 Test Cases​

IdDescriptionWeight
CHATBOT-INTENTS-TC-001Verify check policy status intentHigh
CHATBOT-INTENTS-TC-002Verify check claim status intentHigh
CHATBOT-INTENTS-TC-003Verify find provider intentHigh
CHATBOT-INTENTS-TC-004Verify check eligibility intentHigh
CHATBOT-INTENTS-TC-005Verify update contact info intentHigh
CHATBOT-INTENTS-TC-006Verify FAQ intentHigh
CHATBOT-INTENTS-TC-007Verify training phrases configuredHigh

4.26 Ft Cs Chatbot Integration​

4.26.1 Priority​

Must Have

4.26.2 User Story​

As a chatbot administrator, I want to integrate chatbot with backend systems so that it can provide real-time information

4.26.3 Preconditions​

Backend APIs available

4.26.4 Postconditions​

Chatbot integrated with APIs, real-time data provided

4.26.5 Test Cases​

IdDescriptionWeight
CHATBOT-INTEGRATION-TC-001Verify Policy API integrationHigh
CHATBOT-INTEGRATION-TC-002Verify Claims API integrationHigh
CHATBOT-INTEGRATION-TC-003Verify Provider API integrationHigh
CHATBOT-INTEGRATION-TC-004Verify Member API integrationHigh
CHATBOT-INTEGRATION-TC-005Verify secure authentication implementedHigh
CHATBOT-INTEGRATION-TC-006Verify real-time data retrieval functionalHigh

4.27 Ft Cs Chatbot Handoff​

4.27.1 Priority​

Must Have

4.27.2 User Story​

As a chatbot user, I want to transfer to human agent when needed so that complex issues can be handled

4.27.3 Preconditions​

Chatbot conversation active

4.27.4 Postconditions​

Conversation transferred to human agent, context maintained

4.27.5 Test Cases​

IdDescriptionWeight
CHATBOT-HANDOFF-TC-001Verify customer can request human agentHigh
CHATBOT-HANDOFF-TC-002Verify handoff triggered by low bot confidenceHigh
CHATBOT-HANDOFF-TC-003Verify handoff for complex inquiriesHigh
CHATBOT-HANDOFF-TC-004Verify context transferred to agentHigh
CHATBOT-HANDOFF-TC-005Verify agent takes over conversationHigh
CHATBOT-HANDOFF-TC-006Verify return to bot option availableMedium

4.28 Ft Cs Chatbot Analytics​

4.28.1 Priority​

Must Have

4.28.2 User Story​

As a chatbot administrator, I want to analyze chatbot performance so that I can improve bot accuracy

4.28.3 Preconditions​

Chatbot interactions logged

4.28.4 Postconditions​

Performance metrics available, improvement recommendations provided

4.28.5 Test Cases​

IdDescriptionWeight
CHATBOT-ANALYTICS-TC-001Verify conversation count trackedHigh
CHATBOT-ANALYTICS-TC-002Verify resolution rate trackedHigh
CHATBOT-ANALYTICS-TC-003Verify handoff rate trackedHigh
CHATBOT-ANALYTICS-TC-004Verify user satisfaction trackedHigh
CHATBOT-ANALYTICS-TC-005Verify unrecognized intents loggedHigh
CHATBOT-ANALYTICS-TC-006Verify training recommendations providedMedium

4.29 Ft Cs Customer Profile​

4.29.1 Priority​

Must Have

4.29.2 User Story​

As a CS representative, I want to view comprehensive customer profile so that I can understand customer context

4.29.3 Preconditions​

Customer exists in system

4.29.4 Postconditions​

360-degree customer view displayed

4.29.5 Test Cases​

IdDescriptionWeight
CUSTOMER-PROFILE-TC-001Verify member demographics displayedHigh
CUSTOMER-PROFILE-TC-002Verify policies displayedHigh
CUSTOMER-PROFILE-TC-003Verify claims history displayedHigh
CUSTOMER-PROFILE-TC-004Verify payment history displayedHigh
CUSTOMER-PROFILE-TC-005Verify interaction history displayedHigh
CUSTOMER-PROFILE-TC-006Verify preferences displayedMedium
CUSTOMER-PROFILE-TC-007Verify complaints displayedHigh
CUSTOMER-PROFILE-TC-008Verify documents accessibleHigh

4.30 Ft Cs Interaction History​

4.30.1 Priority​

Must Have

4.30.2 User Story​

As a CS representative, I want to view complete interaction history so that I can provide informed service

4.30.3 Preconditions​

Interactions logged in system

4.30.4 Postconditions​

Complete interaction timeline displayed

4.30.5 Test Cases​

IdDescriptionWeight
INTERACTION-HISTORY-TC-001Verify phone calls in timelineHigh
INTERACTION-HISTORY-TC-002Verify emails in timelineHigh
INTERACTION-HISTORY-TC-003Verify chats in timelineHigh
INTERACTION-HISTORY-TC-004Verify WhatsApp in timelineHigh
INTERACTION-HISTORY-TC-005Verify tickets in timelineHigh
INTERACTION-HISTORY-TC-006Verify complaints in timelineHigh
INTERACTION-HISTORY-TC-007Verify chronological orderHigh
INTERACTION-HISTORY-TC-008Verify agent notes visibleHigh

4.31.1 Priority​

Must Have

4.31.2 User Story​

As a CS representative, I want to view related records so that I can access all relevant information

4.31.3 Preconditions​

Customer profile accessed

4.31.4 Postconditions​

Related policies, claims, payments displayed

4.31.5 Test Cases​

IdDescriptionWeight
RELATED-RECORDS-TC-001Verify active policies displayed with detailsHigh
RELATED-RECORDS-TC-002Verify recent claims displayed with statusHigh
RELATED-RECORDS-TC-003Verify payment history displayedHigh
RELATED-RECORDS-TC-004Verify outstanding balances displayedHigh
RELATED-RECORDS-TC-005Verify quick actions available from profileHigh

4.32 Ft Cs Customer Notes​

4.32.1 Priority​

Must Have

4.32.2 User Story​

As a CS representative, I want to add internal notes so that I can document important information

4.32.3 Preconditions​

Customer profile accessed

4.32.4 Postconditions​

Notes added, visible to internal staff

4.32.5 Test Cases​

IdDescriptionWeight
CUSTOMER-NOTES-TC-001Verify notes can be addedHigh
CUSTOMER-NOTES-TC-002Verify notes private (not visible to customer)High
CUSTOMER-NOTES-TC-003Verify note categories availableMedium
CUSTOMER-NOTES-TC-004Verify important notes can be pinnedMedium
CUSTOMER-NOTES-TC-005Verify notes searchableMedium

4.33 Ft Cs Customer Segmentation​

4.33.1 Priority​

Should Have

4.33.2 User Story​

As a CRM manager, I want to segment customers so that I can target communication

4.33.3 Preconditions​

Customer data available

4.33.4 Postconditions​

Customer segments created

4.33.5 Test Cases​

IdDescriptionWeight
CUSTOMER-SEGMENTATION-TC-001Verify segmentation by policy typeHigh
CUSTOMER-SEGMENTATION-TC-002Verify segmentation by policy valueHigh
CUSTOMER-SEGMENTATION-TC-003Verify segmentation by claims historyHigh
CUSTOMER-SEGMENTATION-TC-004Verify segmentation by tenureHigh
CUSTOMER-SEGMENTATION-TC-005Verify dynamic segments supportedHigh
CUSTOMER-SEGMENTATION-TC-006Verify segment analytics availableMedium

4.34 Ft Cs Campaigns​

4.34.1 Priority​

Should Have

4.34.2 User Story​

As a CRM manager, I want to create campaigns so that I can engage customers proactively

4.34.3 Preconditions​

Segments defined, campaign tools configured

4.34.4 Postconditions​

Campaigns created and executed

4.34.5 Test Cases​

IdDescriptionWeight
CAMPAIGNS-TC-001Verify email campaigns supportedHigh
CAMPAIGNS-TC-002Verify SMS campaigns supportedHigh
CAMPAIGNS-TC-003Verify campaign templates availableHigh
CAMPAIGNS-TC-004Verify audience selectionHigh
CAMPAIGNS-TC-005Verify campaigns can be scheduledHigh
CAMPAIGNS-TC-006Verify campaign tracking (open rate, click rate)High

4.35 Ft Cs Member Lifecycle​

4.35.1 Priority​

Should Have

4.35.2 User Story​

As a CRM manager, I want to track member lifecycle stages so that I can provide stage-appropriate service

4.35.3 Preconditions​

Lifecycle stages defined

4.35.4 Postconditions​

Members assigned to stages, transitions tracked

4.35.5 Test Cases​

IdDescriptionWeight
MEMBER-LIFECYCLE-TC-001Verify lifecycle stages (New, Active, At-risk, Lapsed, Renewed)High
MEMBER-LIFECYCLE-TC-002Verify stage transitions trackedHigh
MEMBER-LIFECYCLE-TC-003Verify stage-based workflowsHigh
MEMBER-LIFECYCLE-TC-004Verify retention campaigns triggeredHigh

4.36 Ft Cs Customer Retention​

4.36.1 Priority​

Should Have

4.36.2 User Story​

As a CRM manager, I want to identify at-risk customers so that I can reduce churn

4.36.3 Preconditions​

Retention models configured

4.36.4 Postconditions​

At-risk customers identified, retention actions initiated

4.36.5 Test Cases​

IdDescriptionWeight
CUSTOMER-RETENTION-TC-001Verify at-risk indicators (late payments, complaints, low engagement)High
CUSTOMER-RETENTION-TC-002Verify policy cancellation requests flaggedHigh
CUSTOMER-RETENTION-TC-003Verify retention workflows triggeredHigh
CUSTOMER-RETENTION-TC-004Verify win-back campaigns supportedMedium

4.37 Ft Cs Call Recording​

4.37.1 Priority​

Must Have

4.37.2 User Story​

As a CS supervisor, I want to record calls so that I can monitor quality

4.37.3 Preconditions​

Call recording system configured

4.37.4 Postconditions​

Calls recorded, stored securely, accessible for review

4.37.5 Test Cases​

IdDescriptionWeight
CALL-RECORDING-TC-001Verify automatic call recordingHigh
CALL-RECORDING-TC-002Verify secure storageHigh
CALL-RECORDING-TC-003Verify playback functionalityHigh
CALL-RECORDING-TC-004Verify call taggingMedium
CALL-RECORDING-TC-005Verify quality scoring integrationHigh
CALL-RECORDING-TC-006Verify regulatory compliance (consent)High

4.38 Ft Cs Quality Scoring​

4.38.1 Priority​

Must Have

4.38.2 User Story​

As a CS supervisor, I want to score agent performance so that I can measure service quality

4.38.3 Preconditions​

Quality scorecard configured

4.38.4 Postconditions​

Interactions scored, performance measured

4.38.5 Test Cases​

IdDescriptionWeight
QUALITY-SCORING-TC-001Verify scorecard components (greeting, professionalism, knowledge, resolution, closing)High
QUALITY-SCORING-TC-002Verify random sampling of interactionsHigh
QUALITY-SCORING-TC-003Verify supervisor can score interactionsHigh
QUALITY-SCORING-TC-004Verify agent feedback mechanismHigh
QUALITY-SCORING-TC-005Verify quality scores aggregatedHigh

4.39 Ft Cs Coaching​

4.39.1 Priority​

Should Have

4.39.2 User Story​

As a CS supervisor, I want to provide coaching so that I can improve agent performance

4.39.3 Preconditions​

Performance data available

4.39.4 Postconditions​

Coaching sessions documented, improvement tracked

4.39.5 Test Cases​

IdDescriptionWeight
COACHING-TC-001Verify coaching sessions can be scheduledHigh
COACHING-TC-002Verify feedback documentationHigh
COACHING-TC-003Verify improvement plans can be createdHigh
COACHING-TC-004Verify coaching templates availableMedium
COACHING-TC-005Verify performance tracking post-coachingHigh

4.40 Ft Cs Csat Surveys​

4.40.1 Priority​

Must Have

4.40.2 User Story​

As a CS manager, I want to send CSAT surveys so that I can measure service quality

4.40.3 Preconditions​

Survey tool configured

4.40.4 Postconditions​

Surveys sent, responses collected, CSAT calculated

4.40.5 Test Cases​

IdDescriptionWeight
CSAT-SURVEYS-TC-001Verify survey sent post-interaction (SMS/email)High
CSAT-SURVEYS-TC-002Verify rating scale (1-5)High
CSAT-SURVEYS-TC-003Verify comments can be providedHigh
CSAT-SURVEYS-TC-004Verify survey response rate trackedHigh
CSAT-SURVEYS-TC-005Verify CSAT trend analysisHigh

4.41 Ft Cs Nps Surveys​

4.41.1 Priority​

Should Have

4.41.2 User Story​

As a CS manager, I want to measure NPS so that I can gauge customer loyalty

4.41.3 Preconditions​

NPS survey tool configured

4.41.4 Postconditions​

NPS surveys sent, NPS score calculated

4.41.5 Test Cases​

IdDescriptionWeight
NPS-SURVEYS-TC-001Verify periodic surveys (quarterly/annual)High
NPS-SURVEYS-TC-002Verify 0-10 scaleHigh
NPS-SURVEYS-TC-003Verify Promoter/Passive/Detractor classificationHigh
NPS-SURVEYS-TC-004Verify follow-up workflowsMedium
NPS-SURVEYS-TC-005Verify NPS score calculated and trackedHigh

4.42 Ft Cs Feedback Analysis​

4.42.1 Priority​

Must Have

4.42.2 User Story​

As a CS manager, I want to analyze customer feedback so that I can identify improvement areas

4.42.3 Preconditions​

Feedback collected

4.42.4 Postconditions​

Feedback analyzed, insights generated

4.42.5 Test Cases​

IdDescriptionWeight
FEEDBACK-ANALYSIS-TC-001Verify sentiment analysis performedHigh
FEEDBACK-ANALYSIS-TC-002Verify common themes identifiedHigh
FEEDBACK-ANALYSIS-TC-003Verify trends over time trackedHigh
FEEDBACK-ANALYSIS-TC-004Verify agent-level analysis availableHigh
FEEDBACK-ANALYSIS-TC-005Verify category-level analysis availableHigh

4.43 Ft Cs Ticket Reports​

4.43.1 Priority​

Must Have

4.43.2 User Story​

As a CS manager, I want ticket reports so that I can monitor workload and efficiency

4.43.3 Preconditions​

Ticket data available

4.43.4 Postconditions​

Reports generated showing volume and performance

4.43.5 Test Cases​

IdDescriptionWeight
TICKET-REPORTS-TC-001Verify ticket volume by channelHigh
TICKET-REPORTS-TC-002Verify ticket volume by categoryHigh
TICKET-REPORTS-TC-003Verify ticket volume by priorityHigh
TICKET-REPORTS-TC-004Verify resolution time trackedHigh
TICKET-REPORTS-TC-005Verify first-contact resolution trackedHigh
TICKET-REPORTS-TC-006Verify backlog shownHigh
TICKET-REPORTS-TC-007Verify aging tickets identifiedHigh

4.44 Ft Cs Agent Performance​

4.44.1 Priority​

Must Have

4.44.2 User Story​

As a CS manager, I want agent performance reports so that I can evaluate performance

4.44.3 Preconditions​

Agent activity data available

4.44.4 Postconditions​

Performance reports generated

4.44.5 Test Cases​

IdDescriptionWeight
AGENT-PERFORMANCE-TC-001Verify tickets handled per agentHigh
AGENT-PERFORMANCE-TC-002Verify average handle time per agentHigh
AGENT-PERFORMANCE-TC-003Verify resolution rate per agentHigh
AGENT-PERFORMANCE-TC-004Verify CSAT scores per agentHigh
AGENT-PERFORMANCE-TC-005Verify quality scores per agentHigh
AGENT-PERFORMANCE-TC-006Verify agent ranking availableMedium
AGENT-PERFORMANCE-TC-007Verify performance trends trackedHigh

4.45 Ft Cs Sla Reports​

4.45.1 Priority​

Must Have

4.45.2 User Story​

As a CS manager, I want SLA compliance reports so that I can ensure commitments are met

4.45.3 Preconditions​

SLA data tracked

4.45.4 Postconditions​

SLA reports generated

4.45.5 Test Cases​

IdDescriptionWeight
SLA-REPORTS-TC-001Verify compliance rate by SLA typeHigh
SLA-REPORTS-TC-002Verify breaches by categoryHigh
SLA-REPORTS-TC-003Verify escalations trackedHigh
SLA-REPORTS-TC-004Verify SLA trends shownHigh
SLA-REPORTS-TC-005Verify root cause analysis availableMedium

4.46 Ft Cs Channel Analytics​

4.46.1 Priority​

Must Have

4.46.2 User Story​

As a CS manager, I want channel analytics so that I can optimize channel strategy

4.46.3 Preconditions​

Multi-channel data available

4.46.4 Postconditions​

Channel analytics reports generated

4.46.5 Test Cases​

IdDescriptionWeight
CHANNEL-ANALYTICS-TC-001Verify volume by channelHigh
CHANNEL-ANALYTICS-TC-002Verify response time by channelHigh
CHANNEL-ANALYTICS-TC-003Verify resolution time by channelHigh
CHANNEL-ANALYTICS-TC-004Verify customer preference trackedHigh
CHANNEL-ANALYTICS-TC-005Verify channel cost analysis availableMedium
CHANNEL-ANALYTICS-TC-006Verify channel shift trends trackedMedium

4.47 Ft Cs Real Time Dashboard​

4.47.1 Priority​

Must Have

4.47.2 User Story​

As a CS supervisor, I want real-time dashboard so that I can monitor operations

4.47.3 Preconditions​

Real-time data streaming configured

4.47.4 Postconditions​

Dashboard displays current metrics

4.47.5 Test Cases​

IdDescriptionWeight
REAL-TIME-DASHBOARD-TC-001Verify current queue depth displayedHigh
REAL-TIME-DASHBOARD-TC-002Verify average wait time displayedHigh
REAL-TIME-DASHBOARD-TC-003Verify agents online displayedHigh
REAL-TIME-DASHBOARD-TC-004Verify active chats displayedHigh
REAL-TIME-DASHBOARD-TC-005Verify SLA at-risk tickets displayedHigh
REAL-TIME-DASHBOARD-TC-006Verify wallboard display mode availableMedium