Turn your next product demo into an evidence-based decision.
Bring the same customer cases to every vendor. Record what works, what needs configuration and what remains blocked, with a clear owner for every acceptance decision.
A clearer shortlist.
Prepare the cases before opening the product.
Choose a routine inbound request, an exception requiring another team and a repeat contact from a different channel. Add an outbound case if campaigns are part of your scope. Use synthetic or approved data. Record the users, roles, endpoints, operating hours, timezone and integration prerequisites. Agree what a completed customer task looks like before accepting a demonstration of individual features.
Routine request
An inbound call that one agent can complete.
Difficult exception
A request that needs specialist work or approval.
Repeat contact
The same customer returning through another channel.
Use the checklist to record what you actually observe.
For each check, capture the environment, prerequisite, action, expected result, actual result, evidence reference and accountable owner in your evaluation record. Use the worksheet below to summarize the current decision. Mark capabilities outside the agreed scope explicitly; do not silently count them as passed. The worksheet is a planning aid, not evidence that a live workflow has been tested.
0 of 12 in-scope checks demonstrated · 0 out of scope · 0 blocked
Channel intake
Create a request from each agreed channel.
Look for: Correct conversation, arrival context and visible next owner.
Customer identity
Find a known customer and handle an ambiguous match.
Look for: Correct history, verification step and no accidental record merge.
Voice routing
Follow the incoming route, queue, transfer and after-hours path.
Look for: Correct destination and controlled outcome when no agent is available.
Structured work
Capture required form fields, properties and checklist items.
Look for: Missing information is handled and the record remains actionable.
Ownership and relationships
Transfer work and demonstrate a linked or parent-child request.
Look for: Clear ownership, appropriate notes and preserved end-to-end history.
Approvals
Request a decision and repeat with the approver unavailable.
Look for: Authorized decision, recorded outcome and a defined waiting path.
Outbound follow-up
Use a required dialer mode and record a promised next action.
Look for: Correct disposition and an accountable follow-up owner.
AI assistance and Voice AI
Review a draft correction and, where scoped, human escalation.
Look for: Source checking, permitted actions and a working human handoff.
Quality review
Review a conversation, chat or transcribed call with the agreed rubric.
Look for: Explainable score, evidence and a process for disputed findings.
Workforce planning
Review a forecast, schedule and real-time adherence example.
Look for: Known assumptions and an explainable planned-versus-actual result.
Reporting
Reconcile known interactions and requests in the required report.
Look for: Defined calculation, filters, timezone and matching source records.
Access, integrations and recovery
Use a restricted role and repeat a task with the CRM unavailable.
Look for: Permissions hold, unfinished work is retained and recovery has an owner.
Test the exception, not only the happy path.
Repeat the journey with an unmatched customer, missing form information, no eligible agent, an unavailable approver and an external CRM failure. Check how work is retained and who owns the next action. If AI is in scope, inspect a factually incorrect draft and a requested human handoff. Retrieve permitted review evidence and inspect the end-to-end history after corrections or reassignment.
Uncertain identity
Verify before associating the request with a customer.
No eligible agent
Show the configured fallback and who owns unfinished work.
Unavailable approver
Keep the decision pending and the next update accountable.
CRM unavailable
Retain work, expose the dependency and define recovery.
Incorrect AI response
Check the source and correct unsupported statements.
Human help requested
Follow the agreed escalation path when Voice AI is in scope.
Reconcile the operational evidence.
Trace a small set of known test requests through reports. Define whether the report counts interactions, unique conversations or completed requests, and check filters, denominator, operating hours and timezone. Where quality is in scope, explain the rubric and review a disputed score. Where workforce management is in scope, compare forecast assumptions, the schedule and real-time adherence evidence. Review any workflow not demonstrated as an open delivery item.
Reports
Explain interactions versus requests, filters, timezone and the calculation.
Quality
Inspect the rubric, supporting evidence and a disputed score.
Workforce
Connect forecast assumptions, schedule coverage and actual adherence.
Make rollout a deliberate acceptance decision.
Agree which requirements are critical launch gates, which have an acceptable workaround and which can follow later. Do not trade away a critical permission, routing or continuity failure for a higher total feature score. Assign owners and dates to unresolved items, confirm package and provider scope, and define pilot limits, support escalation and rollback authority. A demonstrated checkbox supports your review; it does not independently approve a production launch.
- 01
Critical requirement demonstrated
Keep the evidence reference, configuration and responsible reviewer.
- 02
Gap has an agreed owner
Record the workaround or delivery task, owner and review date.
- 03
Pilot has a recovery plan
Confirm support, limits, escalation and rollback authority.
Attach the operating evidence to your evaluation.
Use the existing twelve-check worksheet to record the result. Add a routing decision table, an escalation rule and a Voice AI handoff test where they apply. Keep each artifact with the same demo case so a feature tick can be traced to an observed outcome.
Editable planning tools with synthetic examples. Use actual configuration evidence for the final acceptance decision.
Questions buyers ask.
How do I use the workflow evaluation checklist?
Prepare representative cases and expected outcomes, then record the result of each demonstrated workflow. Use the worksheet for a summary and retain the environment, detailed evidence, owner and review date in your acceptance record. Export the summary as CSV for your evaluation pack.
Are worksheet selections saved or sent to Voz360?
No. Selections stay in the current page session. The CSV export is generated in your browser. Reloading the page resets the worksheet, so export it before leaving if you want to retain your summary.
What should we do with a capability outside our agreed scope?
Mark it Out of scope and confirm that decision with the relevant business owner. Keep it separate from demonstrated requirements so the evaluation does not imply that the capability was tested or included commercially.
Does a completed checklist approve the deployment?
No. Operations, IT, security and procurement must review the evidence and critical requirements. Confirm configuration, dependencies, commercial scope, support and rollback arrangements before authorizing the pilot or wider rollout.
Take the next step.
See the workflow your team would run.
Bring your service cases and required exceptions. Review the agent experience, customer continuity and supervisor evidence with the Voz360 team.