Five checks during the call
Test routing, customer context, transfers, voicemail and the agent's working view. Use a repeat caller and a request that needs another team. Voz360 supports inbound operations and Customer360 so these checks can be connected to the same customer journey.
Five checks around the operation
Inspect supervision, CRM integration, reporting, quality review and workforce coverage. Confirm optional-module scope and implementation dependencies. Ask the supervisor to find the interaction and explain the follow-up status. This reveals whether the platform supports management as well as agent handling.
Give the supervisor a completed interaction
After the agent demo, ask the supervisor to locate the sample interaction and explain its handling and next action. Check the report and any scoped quality view. This confirms that the ten inbound features support an inspectable operation rather than only a functioning agent screen.
Your practical checklist
- Routing
- Context
- Transfers
- Voicemail
- Agent view
- Supervision
- CRM
- Reporting
- Quality
- Coverage
Use this checklist in a workflow review with your agents, supervisors and implementation owners. Record what the team demonstrates, which decisions need an owner and what remains to be confirmed for your deployment.
Published by the Voz360 Editorial Team using the product scope supplied by the product owner. Scenarios, worksheets and diagrams are illustrative; they are not customer results or application screenshots. Configuration, carrier services, integrations and commercial terms are scoped for each deployment.