Session Based Test – Survey Session

The Survey Session is the second out of 6 types of session reports you can create when you use the Session Based Test approach. This report follows the Intake Session report. The goal of the Survey sessions is to “learn the application”. Learn the application is just a general collection of things you need to investigate (to survey) about the mission as defined it in the intake. This report can also be used to collect detailed information about the mission which help you to make a test approach. What is in scope of my test, available documents, test environments, etc.
You collect the information related to the application you are going to test. You familiarize yourself with the application. You discuss the project with your team members.

An experience for setting up this Survey Session report
During an intake meeting with a business analyst, I had a good discussion about the feature to be tested. He elaborated in detail how the user interface needs to work, what the middleware systems were doing in certain situations and how voice response system was interacting with the action from the middleware systems. He draw a picture and on every interface we discussed what was goings related to various scenarios. I made a drawing of the pictures the BA made and I took notes to support this pictures. I created a powerpoint (you can also make a visio picture of this) to have a digital representation for myself (and others). The picture and the notes made it possible for me to create a Survey Session report. Below the result.

CHARTER
———————————————–
Survey of the Voice Response project

#AREAS
EPIC | Voive Response project
Session | Survey session

START
———————————————–
02/08/14 1:00pm

TESTER
———————————————–
Peter Schrijver

TASK BREAKDOWN
———————————————–
#DURATION
long

#SESSION SETUP
0

#TEST DESIGN AND EXECUTION
100

#BUG INVESTIGATION AND REPORTING
0

#CHARTER VS. OPPORTUNITY
100/0

DATA FILES
———————————————–
VoiceResponse.pptx

TEST NOTES
———————————————–
In powerpoint file VoiceResponse.pptx, I made a picture from my notes made during the intake session with the stakeholder.

When a user of the App, the customer who is logged in, taps on the Voice Response button, it wants to make a phone call to get an answer or support on a problem he/she is facing. On the Contact page as it is currently available, the customer can select from various options to get in touch with a customer care agent. when the customer tap on a button, e.g. Insurance, it will be direct to the Voice Response system to get an indication what is the waiting time for a customer care agent specialized in Insurances.

From the App, the request, which contains the subject and client key (Business Contract Number) goes to the back end MiddleWare services.

The MiddleWare services will collect from a client database the client type.

With the client type, the client key and the subject, the MiddleWare services will access the IVR to obtain the waiting for the specific subject for that specific customer.

The IVR will respond to the MiddleWare services with an actual waiting time for the specific subject for that specific customer.

The MiddleWare services forwards the actual waiting time for the specific subject for that specific customer to the App of the customer.

The App will interpret the data from the MiddleWare services and has the possibility to generate up to 4 responses

– Unknown
– less than 2 minute
– less than 6 minutes
– more than 6 minutes

Option ‘less than 2 minute’
Screen is displayed with the indication that the waiting time is less than 2 minute. The user sees a ‘Call’ button to initiate a call to the Customer Care Agent. It is up to the user to decide to call. He/She can also decide to decline and leave the IVR screen on the App.

Option ‘less than 6 minute’
Screen is displayed with the indication that the waiting time is less than 6 minute. Note that indirectly, the waiting time is longer than 2 minute. The user sees a ‘Call’ button to initiate a call to the customer care agent and a ‘Mail’ button to write a mail to the Customer Care Agent with its questions. It is up to the user to decide to call. He/She can also decide to decline and leave the IVR screen on the App.

Option ‘more than 6 minute’
Screen is displayed with the indication that the waiting time is more than 6 minute. The user sees a ‘Call’ button to initiate a call to the customer care agent and a ‘Mail’ button to write a mail to the Customer Care Agent with its questions. It is up to the user to decide to call or write a mail. He/She can also decide to decline and leave the IVR screen on the App.

Option ‘Unknown’
Screen is displayed with the indication that the waiting time is not known. The user sees a ‘Call’ button to initiate a call to the customer care agent. It is up to the user to decide to call. He/She can also decides to decline and leave the IVR screen on the App. Note that the back-end environment is operating normal when this message is shown.

When the user selects the mail option, the mail feature on the App is started. In the subject of the mail, the subject the customer tries to connect to, e.g. Insurances, Is mentioned. The user can compose an email and send it to the customer care department.

When the user selects the call option, the App sends a request via the MiddleWare services to the IVR to get a phone number and an access code. This is an unique combination and only usable in this transaction. The App get the information back from the IVR via the MiddleWare services. The phone number is picked up and the Phone App on the handset is started up displaying the number to be called, i.e. the number of the customer care department, e.g. Insurances, the customer tries to call.
There are between 10 -20 different phone numbers possible.
The access code exists between 5 – 8 characters.
Note that the customer does not see the access code being displayed.

A special call button exists in the Investment page. When this button is tapped, the customer will experience the same journey as mention when tapping a call button in the Contact pages.

The Contact Customer Care feature only works on an iPhone, an Windows Phone or an Android Phone. iPad, iPod or Android/Windows Notebook are not in scope.

When due to problems related to the Contact Customer Care environment the Contact Customer Care eatures are not working, a fall back to the conventional IVR environment is offered.

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