New Case
1. Agent Opens a New Case for Unknown Parking ID
Description: As a agent I want to enter location details for a new case when the parking ID is unknown.
Test Cases:
| Test Case Description | Expected Outcome |
|---|---|
| Click on "New Case" button | New case creation interface should open. |
| Manually enter location details (city, client, parking, item) | Details should be saved and displayed correctly in subsequent tabs. |
| Verify automatic upload of known information | Ensure all relevant information is loaded correctly into subsequent tabs. |
Acceptance Criteria:
- The agent should be able to open a new case by clicking on the "New Case" button.
- Location details entered manually (city, client, parking, item) should save correctly.
- The CRm should automatically show the options based on previous selection ( If a country is selected, show cities of that country only)
- The CRM system should accurately load all known information into subsequent tabs after location details are entered.
2. CRM Opens a New Case for Known Parking ID
Description: When a known parking ID is received via the 3CX application, CRM system automatically opens a new case with location details.
Test Cases:
| Test Case Description | Expected Outcome |
|---|---|
| Simulate incoming call with parking ID | CRM system automatically opens a new case with correct location details. |
| Verify agent assignment based on availability | Correct agent should be assigned to the new case. |
| Check automatic upload of location information | All known information related to the parking ID should populate correctly. |
Acceptance Criteria:
- The 3CX application successfully receives incoming calls with parking IDs.
- The CRM system correctly identifies and assigns the available agent.
- All relevant information associated with the identified parking ID is automatically uploaded and displayed in the CRM tabs.
3. Agent Selects Protocol
Description: As an agent I want to select a protocol of the case (e.g., Entrance, Exit) to filter available problem options. If the protocol is not listed then I can add a new protocol to the case.
Test Cases:
| Test Case Description | Expected Outcome |
|---|---|
| Select protocol from list of options | Selected protocol filters available problem options correctly. |
| Ensure correct display of filtered problems | Problems specific to selected protocol are displayed accurately. |
| Verify system response to protocol selection | System interface updates dynamically based on selected protocol. |
| Verify agent can add other protocol if not in list | Agent should be able to add a unlisted protocol to the case |
Acceptance Criteria:
- Agent should be able to choose a protocol from a list of options.
- The system should filter and display problems specific to the selected protocol accurately.
- Interface should update dynamically to reflect the selected protocol's filtering criteria.
- Agent should be able to add a unlisted protocol to the case if the protocol is not listed
4. Agent Identifies Problem
Description: As an agent, after selecting a protocol, I should see a filtered problem list based on the protocol selected. I should be able to add a new problem if not already listed under the protocol. I also want to navigate back and forth if any additional actions are needed.
Test Cases
| Test Case Description | Expected Outcome |
|---|---|
| Select problem from filtered list | Selected problem triggers display of relevant tabs (answers or actions). |
| Ensure accurate display of problem options | Problems should be accurately displayed according to the protocol selected. |
| Test system response to problem selection | System should provide appropriate next steps based on problem selection. |
| Add an unlisted problem | Should be able to add a problem manually if not listed. |
| Navigate using Back button | System should go to the previous step and display relevant information. |
| Navigate using Next button | System should go to the next step and display relevant information. |
| Use tabs for direct access | Tabs should allow direct access to different steps in the workflow. |
| Select wrong problem and navigate back | Agent should be able to go back, correct the problem selection, and proceed. |
Acceptance Criteria:
- Agent should see a filtered list of problems based on the selected protocol.
- Selecting a problem should trigger the display of relevant tabs (answers or actions).
- The system should respond appropriately based on the problem selected by the agent.
- Agent should be able to add a problem that is not listed.
- The agent can navigate back and forth between steps using "Back" and "Next" buttons.
- The agent can use tabs to directly access different steps if needed.
- Based on the problem selected, the system dynamically updates to show the next relevant step, which could be an action or a possible answer.
- If the agent realizes they have selected the wrong problem, they can use the navigation buttons to go back and change their selection.
5. Agent Takes Necessary Action
Description: Agent performs required actions based on the identified problem that is based on the workflow of the current parking.
If I agent have submitted an unlisted problem then I should be able to specify if this is a case ot not.
If I cannot solve the problem from the provided url and document, Then I should be able to choose escalate it to a followup.
Test Cases:
| Test Case Description | Expected Outcome |
|---|---|
| Perform required action (e.g., verify license plate) | Action should be performed accurately as required by the problem. |
| Complete action and log within CRM system | Action should be logged and confirmed within the CRM interface. |
| Verify system recording and tracking actions | System should record actions for future reference and tracking. |
| Verify option for mark case is shown if unlisted problem is selected | Should be able to mark the problem to be case or not based of previous description |
| Verify Escalate if not solved | Agent should be able to escalate the case to a followup or malfunction if not able to solve the issue |
Acceptance Criteria:
- Agent should be able to perform specific actions required by the identified problem.
- Actions taken should be logged and confirmed within the CRM system.
- The CRM system should record and track actions accurately for auditing and follow-up purposes.
- Should be able to mark it a case or not based on problem details
- Agent should be able to escalate the case to a followup or malfunction if not able to solve the issue
User Story 6: Agent Provides Solution
Title: Provide Solution Options
Description:
As an agent, I want to receive the best possible solution from the CRM system based on the identified problem and completed actions, so that I can effectively resolve the customer’s issue. Additionally, if the recommended solutions are not sufficient, I want the ability to manually input a solution.
Test Cases:
| Test Case Description | Expected Outcome |
|---|---|
| Receive recommended solutions from CRM system | System suggests solutions based on identified problem and actions. |
| Select solution from provided options | Agent selects and implements a recommended solution effectively. |
| Provide manual input for solution if recommended ones are insufficient | Agent writes a solution manually in the input field. |
| Ensure CRM system suggests next steps if recommended solutions fail | System recommends escalation or alternative steps if solutions fail. |
Acceptance Criteria:
- The CRM system provides a list of recommended solutions tailored to the specific problem and actions previously selected or performed.
- The agent can select a solution from the provided options to implement for issue resolution.
- If none of the recommended solutions resolve the issue, the system suggests the next appropriate steps (e.g., escalating the issue).
- The answer screen may include attachments (e.g., PDFs, manuals) or links to other applications for further actions, which can be opened directly.
- If the recommended solutions are not sufficient, the agent can input a solution manually by writing in an input field.
7. Provide Follow-up
User Story: As an agent, I want to contact the specific contact persons (someone going on spot to check the problem like technical supporter, troubleshooter etc.) to have follow-up with the case so that it can be resolved.
Requirements and Test Cases:
| Requirements | Test Cases |
|---|---|
| Follow-up form | Verify that the agent can select the follow-up tab and fill up the form where the entry type of the case is set to “follow up”. |
| Contact person selection | Verify that the agent can select the contact person needed to resolve the issue and set up an urgency level. |
| Timestamp setting | Verify that the agent can set the timestamp on the follow-up to note the delay. |
Acceptance Criteria:
- The agent selects the follow-up tab and fills up the form where the entry type of the case is set to “follow up”.
- The agent selects the contact person that is needed to resolve the issue by setting up an urgency level.
- The agent sets the timestamp on the follow-up so that the delay can be noted.
8. Close case [Option 1]
User Story: As an agent, I want to close the case if the answer is found.
Requirements and Test Cases:
| Requirements | Test Cases |
|---|---|
| Case closure functionality | Verify that a pop-up occurs asking the agent if they want to close the case, and upon confirmation, the case is closed. |
| Case removal from overview | Verify that the case is removed from the all cases tab in the overview section after being closed. |
Acceptance Criteria:
- The agent receives/finds the answer and wants to go out of the case.
- A pop-up will occur asking the agent if they want to close the case. If yes, the case is closed.
- The case is removed from the all cases tab in the overview section.
8. Close case after follow-up [Option 2]
User Story: As an agent, I want to close the case if the case has been followed up by the client.
Requirements and Test Cases:
| Requirements | Test Cases |
|---|---|
| Log checking functionality | Verify that the agent can see the logs in the call handling tab of the handling section to check if the case has been handled. |
| Attachments for confirmation | Verify that the agent can create attachments for confirmation of handled cases. |
| Case closure functionality | Verify that a pop-up occurs asking the agent if they want to close the case, and upon confirmation, the case is closed. |
| Case removal from overview | Verify that the case is removed from the all cases tab in the overview section after being closed. |
Acceptance Criteria:
- The agent can see the logs in the call handling tab of the handling section to check if the case has been handled.
- In the attachments tab, the agent can create attachments for confirmation of handled cases.
- A pop-up will occur asking the agent if they want to close the case. If yes, the case is closed.
- The case is removed from the all cases tab in the overview section.
9. Open existing case
User Story: As an agent, I want to open the existing case so that I can make some updates in the case.
Requirements and Test Cases:
| Requirements | Test Cases |
|---|---|
| Case selection functionality | Verify that the agent can select the existing case from the all cases tab in the overview section. |
| New tab opening functionality | Verify that a new tab opens with the case number when an existing case is selected. |
| Real-time updates | Verify that the agent can update the case and the updates are reflected on the table in real-time. |
Acceptance Criteria:
- The agent selects the existing case from the all cases tab in the overview section.
- A new tab is opened with the case number.
- The agent can update the case which is reflected on the table in real-time.
10. Use of Map for Locations
Description:
As an agent, I want to view all locations of garages on Google Maps.
Test Cases:
| Test Case Description | Expected Outcome |
|---|---|
| Click on "Location" tab and then "Maps" tab | Google Maps view loads with locations of garages marked with markers. |
| Filter locations by country, city, client, parking, and item (gates) | Map updates to show markers based on selected filters. |
| Select country filter (e.g., Netherlands) | Map displays markers for all garages in that country. |
| Select country and city filter (e.g., Amsterdam) | Map shows markers for garages in that city. |
| Select country, city, and client filter | Map displays markers for garages of the selected client in the city. |
| Select country, city, client, parking, and gate filter | Map highlights the specific gate of a parking garage on the map. |
Acceptance Criteria:
- Agent can seamlessly navigate to the "Location" tab and select the "Maps" tab to view Google Maps with markers.
- The map accurately displays markers for all garages based on selected filters (country, city, client, etc.).
- Filters update the map dynamically, showing relevant locations and garages accordingly.
- Markers on the map provide clear indications of each garage's location and details based on selected filters.
11. Add Attachment to a Case
Description:
As an agent, I should be able to add a new attachment to a case by navigating to the "Attachments" section under the "Handling" tab.
Test Cases:
| Test Case Description | Expected Outcome |
|---|---|
| Open a case and navigate to the "Handling" tab | Access to "Attachments" section is available under the "Handling" tab. |
| Upload an attachment and fill in details (Doctype, Name, Description, etc.) | Attachment details are filled correctly and ready for confirmation. |
| Click "Attach" and then confirm by clicking "Confirm" | Attachment is successfully added to the case and ready for use. |
Acceptance Criteria:
- Agent can open a case and easily find the "Handling" tab to access the "Attachments" section.
- Uploading attachments allows filling in essential details (Doctype, Name, Description, Language, Confirmed).
- After uploading, clicking "Attach" and confirming adds the attachment to the case seamlessly.
- Attached documents are properly integrated into the case handling process, ensuring accurate documentation and accessibility.