QA New Employee Work Book User Hub

New Hire Work Book

for User Hub Sites.

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QA New Employee Work Book User Hub

Welcome
We are excited to have you as part of our NICEInContact team. To ensure you get everything you
need to be successful, we have created this onboarding workbook for you to complete over the next
3 weeks. If you have any questions please ask anyone on the QA team.

Welcome,

NICE inContact Quality Assurance (QA) Team

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QA New Employee Work Book User Hub

Task 1. General Overview of the NICEInContact

Short New Hire

Orientation.pptx

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QA New Employee Work Book User Hub

Task 2. General Overview of NiceInContact’s Architecture

We have pending to add a graphic of architecture because Adam H. should be shared with us.

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QA New Employee Work Book User Hub

Task 3. QA Knowledge
READ the following information:

1. Obtain Knowledge of the cluster environments.

a. What does the "DO" stand for in the cluster abbreviation "DO31"?

DO stands for Development Oregon (AWS region) which is a half cluster. This type of
cluster is available for new features testing during implementation. There is only
one node linked to this cluster.

b. What do the letters "TO" stand for in the cluster abbreviation "TO31"?

TO stands for Testing Oregon (AWS region). This type of cluster is available for
integration testing, it contains more data and it is closer to a real environment
because it has a pair of nodes.

c. What does the "SO" stand for in the cluster abbreviation "SO32"?

SO stands for Staging Oregon (AWS region). This type of cluster is available as an
intermediate step between testing cluster and production cluster deployments. It
has two nodes.
In general, it is used in Staging phase for integration testing in a step prior to
customer environment deploys.

d. What does the "C" stand for in the cluster abbreviation "C32"? What is this cluster
used for (generally speaking)?

C stands for Customer. This cluster is a production cluster, and its access is limited
to production bug testing. Configuration changes in these clusters are NOT
allowed.

2. Knowledge of the R&D sprint process.

a. How long is a sprint?
It is usually 3 weeks long.

b. Which Day of the week does a sprint start?

It usually starts on Wednesday.

c. Which Day of the week does a sprint end?

It usually ends on Tuesday.

d. What is a planning meeting, and who attends to it?

It is the meeting where the whole team defines what stories the team commits to
deliver in a sprint, and who will be in charge of each User Story.

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QA New Employee Work Book User Hub

The entire team (QAs and DEVs), the product owner (PO) and the engineering
manager attend this meeting.

e. What is a grooming meeting, and who attends to it?

The purpose of the grooming meetings is to get the details for features, discuss
dependencies, estimate the features size, and define what stories are needed to
deliver the feature, and estimate the effort needed to complete the user stories.

The entire team (QAs and DEVs), the product owner (PO), the engineering manager
attend this meeting. Product owners should attend the grooming meetings, as their
input is highly important to define scope and acceptance criteria.

f. What is a retrospective meeting, and who attends to it?

It is the meeting where the entire team analyzes the performance of the team during
the sprint. They discuss what went well, what went wrong and what they need to
improve.

The entire team (QAs and DEVs), the engineering manager, and sometimes the
product owner attend this meeting.

g. What is a User Story?

It can be defined as an informal description of one portion of a feature that is
written from the perspective of an end user in a natural language.

h. What is Story Pointing?

It is a method to define the effort needed to implement a story and EPIC.

i. What numbers do we use in planning?

Numbers used for planning are based on the Fibonacci series and let us measure the
effort that will take to implement the user story. The numbers are:
0,1,2,3,5,8,13,20,40,100.

j. What is Planning Poker?

It is a method used by the team to define the story points for a user story. The
decision is made by the entire team through the utilization of cards that are based
on the Fibonacci series. Once the story is clear, acceptance criteria added,
ambiguities removed, the team votes to determine effort. If there is no agreement in
the voting, people that scored the highest and the lowest have to explain their
reasons and the team has to vote again until they get to an agreement.

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QA New Employee Work Book User Hub

3. Knowledge on the QA process.

a. What is a mind map meeting, and when does it occur?
It is an optional meeting where members of the QA team explain the entire team
(DEVS and PO) the test scenarios that are being considered for a specific user story.
They occur after the QA has been assigned a user story, and analyzed it to get test
scenarios. It should happen the second day of the sprint.

b. What is a Test Plan, and when is it due?

It is the document where QA defines the testing considerations and scenarios for a
user story. If a mind map took place, it is created based on the feedback obtained
there. Find the detailed process creation here. The Test plan should be sent by the
end of the second day.

c. What are test case reviews?

They are a revision of the test cases written by one QA engineer, performed by a
teammate in order to verify its correctness and change their State from Design to
Reviewed and then Active, so that they can be executed.

d. When are manual test case reviews due?

They should be done before the first week ends. Or, at least, before the QA starts
running the test cases.

e. When are automated test case reviews due?

As soon as the code is ready.

f. When should automation development begin?

As soon as the stories are assigned, or dependent code is complete.

g. Who on the team closes a User Story?

The Product Owner can close a user story once DEV and QA work is done, and
automation is implemented.

h. What should a QA do first thing in the morning?

- Review emails to confirm priority tasks.
- Review Bugs to validate or clarify.
- Begin with tasks for the day.

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Task 4. Verifying Accesses

Make sure you have access to the following:
Use UCN Credentials:
 Microsoft Test Manager (MTM)
 Microsoft Team Foundation Server (Web)
 Mojo
 Confluence
 Jira (production)
 Jira (test)
 Remedy Force
Use NICEDEN credentials
 SuccessFactors
If you have any problem accessing any account, please let your Trainer or IT personnel know.

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QA New Employee Work Book User Hub

Task 5. Team Foundation Server (TFS)

Become familiar with Visual Studio Team Foundation Server (TFS)
a. Open Visual Studio.
b. Click the Team Menu item.
c. Select "Connect to Team Foundation Server".
d. Click the Servers button.
e. Click the Add button.
f. Enter the following in the Name or URL text box:
<corptfsapp01.ucn.net>
g. Click the OK button.
h. Click the Close button.
i. In the dropdown list, select the server you just added.
j. Select <NiceInContact> in the team projects list.
k. Click the Connect button.

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Task 6. Test Case Management

XRay for Jira
Become familiar with XRay for Jira
a. Open Jira Test.
b. Login using your computer credentials
c. Select the IC project: Projects > View All Projects > IC.
d. Go to Tests > Test Repository.
e. Under Test Repository, expand QA Onboarding folder.
f. Expand QA Onboarding Basics folder.
g. Right click Task 08 Our Product folder and select Create Test Set option.
a. Enter the required information for the test set:
b. Summary: <your_initials> - Task 8 Our Product e.g. “PM - Task 8 Our Product”.
c. Assignee: Assign it to yourself.
h. Press the Create button.
i. Create Test Sets each tasks.
j. Press the Create button.
k. Select Test Plan issue type.
l. Enter the required information for the test plan:
a. In General tab:
i. Summary: <your_initials> - QA Onboarding Test Plan e.g. “PM - QA Onboarding
Test Plan”.
ii.Assignee: Assign it to yourself.
iii. Priority: Set P4
b. In Test Plan Details tab:
i. Tests Associated with a Test Plan: Select the Test Sets you created earlier.
m. Open the recently created Test Plan.
n. Under the Tests section, press the Create Test Execution button, and select All tests option.
o. Enter the required information for the test execution:
a. Summary: <your_initials> - QA Onboarding Execution e.g. “PM - QA Onboarding
Execution”.
b. Assignee: Assign it to yourself.
c. Fix Version: Select current version, you can ask your manager or QA buddy.
d. Test Environments: Select the environment you are working on. e.g. SC1.
p. Press the Create button.
q. Select any test case, and press the Execute button.
r. Select the Execute option to display the test case’s steps.

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Task 7. Create accounts in NICEInContact Sites

Create an account for each of the following tenants:

a. DO33
b. DO45
c. TO31
d. TO32
e. SO32

Here are the sites and credentials for the above sites:

a. DO33
https://auth.dev.nice-incontact.com/login/#/
username: [email protected]
password: Qamain123
b. DO45
https://auth.dev.nice-incontact.com/login/#/
username: [email protected]
password: Qamain123
c. TO31
https://auth.test.nice-incontact.com/login/#/
username: [email protected]
password: Qamain123
d. TO32
https://auth.test.nice-incontact.com/login/#/
username: [email protected]
password: Qamain123
e. SO32
https://auth.staging.nice-incontact.com/login/#/
username: [email protected]
password: Qamain123

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Task 8. Our Product

Note 1: From this task on, you will have to be prepared to demonstrate your learning experience to
your trainer.   

Note 2: For the test cases to be executed in this and subsequent sections, use the Test Execution you
created in XRay in Task 6.

1. Basics

a. ACD: Administer contact center settings and configure interaction channels, including Personal Connection for
outbound voice, email, and SMS
b. Admin: Manage users, roles, and other features that apply to all NICEInContact CXone applications
c. Agent: MAX and Salesforce Agent
d. Dashboard: Create dashboards to view the information you need, when you need it
e. Interaction Analytics Pro: Linguistic analytics for voice, chat, and email
f. InView: Performance management for you contact center
g. My Zone: Access your customized views and actions
h. QM Pro: Define QM workflows and create evaluation plans
i. Reporting: Contact center metric data
j. Search Tool: Find omnichannel recordings to play back or share
k. Studio: Design workflows and configure routing scripts for your contact center
l. Supervisor: Call and agent monitoring tool
m. WFI: Rule-based contact center automation
n. WFM Pro: Generate schedules for your employees

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2. Tenant Management
Tenant Management (TM) is an access to the administrator / manager of tenant where you can
create, edit and configure different tenant options. This access is only for different
environments either dev (DO), test (TO) or staging (SO).

a. Access to TM
Execute the following Test in Xray to verify all the Access for the different environments
https://tlvjiratst02.nice.com/browse/IC-102769
b. Create Tenants
Execute the following Test in Xray to create a Tenant in a DO environment
https://tlvjiratst02.nice.com/browse/IC-102894
c. Enable Features
Execute the following Test in Xray to enable features in the tenant: IC-63573
d. Review
Answer the following questions (you can get the help of teammates to find out the answers)
1.What does the Tenant Management stand for?
____________________________________________________________________________________________________
____________________________________________________________________________________________________
________________________________________________________________
2.Does the Billing ID number have to be unique?
____________________________________________________________________________________________________
____________________________________________________________________________________________________
________________________________________________________________
3.What does the Impersonate & Configure option?
____________________________________________________________________________________________________
____________________________________________________________________________________________________
________________________________________________________________
4. For what is used the ACD application?
____________________________________________________________________________________________________
____________________________________________________________________________________________________
________________________________________________________________

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3. Admin
The Admin tool helps you to create and manage your employees easily.

For more details: https://help.nice-incontact.com/content/topics/user%20hub/welcome

%20to%20admin.htm

a. Admin User Tenant

Execute the following test in Xray to verify the access with your admin user to the
tenant: IC-63574

b. New Employee or User

To create a different employee and invite them to your tenant, execute the following test
in Xray: IC-63575

c. Import Employees or Users

To import/create a multiple employee, execute the following test in Xray: IC-63606

d. Roles and Permissions

This option is to create different roles with different or same permissions in the system.
This can be created by some Admin of the tenant or someone with a role assigned that
has the permission of create, edit roles.
To create roles and permissions execute the following test in X-ray: IC-63607
4. ACD
Administrate contact center settings and configure interaction channels, including Personal
Connection for outbound voice, email and SMS.
For more details: https://help.nice-incontact.com/content/acd/welcometoacd.htm
a. Campaign
Campaigns are buckets of skills used for reporting purposes

For more details: https://help.nice-

incontact.com/content/central/campaigns/campaignsoverview.htm?tocpath=ACD
%7CWelcome%20to%20ACD%7CManual%20Outbound%20Phone%7CCampaigns
%7C_____0

To create a new campaign, execute the follow test on X-ray: IC-63635

b. Skills
A skill is a classification used to facilitate the delivery of contacts, and is assigned to
agents based on abilities, specialties, and knowledge.

For more details: https://help.nice-

incontact.com/content/central/skills/skillsoverview.htm?tocpath=ACD%7CWelcome
%20to%20ACD%7CContact%20Center%20Configuration%7CContact%20Center
%20Settings%7CSkills%7C_____0

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i. Create skills

Media Type Test Case Number

Chat (Inbound) IC-63636
Email (Inbound) IC-63637
Email (Outbound) IC-63638
Phone (Inbound) IC-63639
Phone (Outbound) IC-63640
Voice Mail (Inbound) IC-63641
Work Item (Inbound) IC-63642

ii. Bulk upload

Locate and execute the test case in Xray IC-63643 to create five items of
each skill using the bulk upload.

c. Review
Answer the following questions (you can get the help of teammates to find out the
answers)
1. What is SLA?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
______________________________________________________________________

2. How does the Priority Comparison work?

_________________________________________________________________________________________________
_________________________________________________________________________________________________
______________________________________________________________________

3. What types of Screen pops can you set up?

_________________________________________________________________________________________________
_________________________________________________________________________________________________
______________________________________________________________________

4. What does it mean for a skill to be blended?

_________________________________________________________________________________________________
_________________________________________________________________________________________________
______________________________________________________________________

5. What are the proficiencies for a skill?

_________________________________________________________________________________________________
_________________________________________________________________________________________________
______________________________________________________________________

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5. Studio
Studio is a separate client application used with NICEInContact CXone. It allows customers to
configure routing scripts and actions associated with media types: phone, chat, email, voice
mail, and so forth.

For more details:

https://help.nice-incontact.com/content/studio/welcometostudio.htm

a. Downloading and Install Studio from ACD

Download Studio using IE browser from User Hub Site> ACD> Support> Software and
Updates> Accept Button> Studio.application

Note: Note: We know that User Hub only support Chrome Browser but for downloading
Studio needs to use Internet Explorer because if Chrome or Firefox is used, it will not
work.

b. Configure Domain in Studio from User Hub Sites<

To select the correct domain of your cluster, follow these steps:
i. Open Studio.
ii. Open Task Manager (Ctrl + Shift + Esc).4
iii. Look for the Studio App (the number might be different):

iv. Right click the process, and from the displayed Context menu select the Open
File Location option.
v. In the opened folder, look for the inControl.NET.exe.config file and open it in
an editor program like Notepad.
vi. Look for the “ShowConnectMenu" and "ShowDomainLogin" keys and set them to
true as follows:

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vii. Open Studio again and verify the Domain field is displayed:

c. Create the following scripts

i. Basic Phone: Execute the following test case:
https://tlvjiratst02.nice.com/browse/IC-79565 in Xray to create a Basic Phone script

ii. Basic Chat: Execute the following test case:

https://tlvjiratst02.nice.com/browse/IC-79566 in Xray to create a Basic Chat script.

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iii. Basic Email: Execute the following test case:

https://tlvjiratst02.nice.com/browse/IC-79567 in Xray to create a Basic Email script.

iv. Basic Work Item

1. Execute the following test case:
https://tlvjiratst02.nice.com/browse/IC-79568 in Xray to create a Basic
Work Item script.

2. Execute the following test case:

https://tlvjiratst02.nice.com/browse/IC-79569 in Xray to create a Queue
Work Item Queue script.

v. Basic Voice Mail: Execute the following test case:

https://tlvjiratst02.nice.com/browse/IC-79570 in Xray to create a Basic Voice Mail script.

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6. Screen Agent
Screen Agent is a tool where empower to improve efficiency between the customer service and
quality. Agent screen capture combines full motion video with synchronized audio recordings
to create a comprehensive view of customer interactions. This insight can be leveraged to
improve the overall level of service you provide to customers.

For more details:

https://help.nice-incontact.com/content/topics/player/play%20audio%20and%20screen
%20recordings.htm

a. Downloading Screen Agent

Download Screen Agent from User Hub Site> User Dropdown available in the Ribbon> Support –
Downloads option> Open it > Download the Screen Agent according your OS.

b. Generate a token for authentication

Execute the following test case: https://tlvjiratst02.nice.com/browse/IC-79911 in Xray to Generate a
token for authentication.

c. Install Screen Agent

Execute the following test case: https://tlvjiratst02.nice.com/browse/IC-79912 in Xray to Install
Screen Agent.

d. Verify that screen record connection is being made on logs

Execute the following test case: https://tlvjiratst02.nice.com/browse/IC-102356 in Xray to Install
Screen Agent.

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7. Points of Contact
A point of contact is exactly what it sounds like, it is the customers’ point of contact to the call
center, i.e. the way an incoming contact enters the system. This could be a chat link, an email
address or a phone number. You will most commonly hear it referred to as POC.

For more details:

https://help.nice-
incontact.com/content/central/pointsofcontact/pointsofcontactoverview.htm?Highlight=Point
%20of%20Contact

a. Login to User Hub and create a POC for each of the following by running the
corresponding test cases using JIRA.

POC Type Test Case Number

Created DNIS https://tlvjiratst02.nice.com/browse/IC-79915
Phone IB https://tlvjiratst02.nice.com/browse/IC-79914
Chat IB https://tlvjiratst02.nice.com/browse/IC-82256
Email IB IC-63527
Work Item IB IC-63528
Voice Mail IB IC-63519

b. Locate test case IC-63529 to create five items of each POC using the bulk upload.

c. Review
Answer the following questions (you can get the help of teammates to find out the
answers) 

1. What is IVR Reporting?

_________________________________________________________________________________________________
_________________________________________________________________________________________________
 

2. What table do you need to look in to find a POC number (DNIS) to use?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
 

3. Where do you create a DNI?

_________________________________________________________________________________________________
_________________________________________________________________________________________________

4. What do you have to set up before creating a POC?

_________________________________________________________________________________________________
_________________________________________________________________________________________________
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Task 9. Contact Delivery 

1. Agents
Agent is an interface tool that a contact center representative uses to handle calls,
chats, email, and work items. It is the primary tool that contact center agents use to
interact with customers. Supervisors can also use the interface to monitor and
improve agent performance.

For more details:

https://help.nice-incontact.com/content/agent/welcometoagent.htm

2. Types of Agents:
Currently we support 2 different agents:

a. MAX
Execute the following test case: IC-63530 in Xray for Launch MAX.

For more details:

https://help.nice-incontact.com/content/max/maxoverview.htm

i. WFO Panel
WFO panel displays your current commitments and allows you to edit
those or to create new commitments. If your organization uses CXone
WFM, that schedule also displays in the WFO tab along with your
commitments. The schedule is updated every 60 seconds and updates
the Coming Up list. To edit your schedule, click Open WFO to launch
the My Schedule page and make changes.

Execute the following test case: IC-63552 in Xray for Launch MAX.

b. NICEInContact Agent for Salesforce

For more details:

https://help.nice-
incontact.com/content/salesforceagent/salesforceagentoverview.htm

3. Pre Configurations:
a. For Phone Type contacts - Using your Soft phone (setup the following) 
i. Download X-lite from here X-Lite client 
ii. Configure your X-Lite using your assigned softphone number (your manager
should assign you one).

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4. Generate Contacts
a. Login to your MAX Agent and run the corresponding test cases in the Xray test
execution you created earlier.

Contact Type Test Case Number

Phone IB IC-63554
IC-63555
Chat IB IC-63556
Email IB IC-63557
Work Item IB IC-63558
Voice Mail IB IC-63559
Phone OB IC-63560
Email OB IC-63561

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Task 10. Personal Connection

In this section, we will go over our Personal Connection feature.
Personal Connection (PC) is a proactive dialer that enables you to reach contacts via voice phone
calls, one-way agentless SMS messages, and one-way agentless emails.

For more details: https://help.nice-

incontact.com/content/central/personalconnection/personalconnectionoverview.htm?
tocpath=ACD%7CWelcome%20to%20ACD%7COutbound%20(Personal%20Connection)%7C_____0

1. Personal Connection
a. Login to your Tenant and run the corresponding test cases in the Xray test execution
you created earlier.
i. TC#: IC-63644 Create a Personal Connection Skill
ii. TC#: IC-63645 Create/ upload and assign your skill to a calling list
iii. TC#: IC-63646 Successfully take calls through personal connection
iv. TC#: IC-63647 Check errors in your calling list
v. TC#: IC-63648 Change your calling ratio
vi. TC#: IC-63649 Manage your time zone bounding
b. Review
Answer the following questions (you can get the help of teammates to find out the
answers)
1. How high can your set your calling ratio to?
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
2. What type of AMD options do we have?
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________

2. PC Blending
Login to your Tenant and run the corresponding test cases inXray
i. TC#: IC-63649 Successfully complete Priority-Based blending

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Task 11. Supervisor

1. Supervisor
It is an application enables supervisors in a contact center to perform critical daily job
functions, such as monitoring and interacting with agents, while maintaining a real-time
pulse on contact center performance.

For more details:

https://help.nice-incontact.com/content/supervisor/supervisoroverview.htm?
tocpath=Supervisor%7CWelcome%20to%20Supervisor%7C_____1

Execute the following test case: IC-63600 in Xray for Launch Supervisor.

2. Interacting with agents

The Supervisor application allows you the supervisor to monitor and interact with agents
and view their performance in real time. 

Execute the following test case: IC-63601 in Xray for Interacting with agents in Supervisor.

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QA New Employee Work Book User Hub

Task 12. Web Admins

Web Admins is a NICEInContact tool, which helps us manage the different clusters.
For example using Web Admins, we can:
- Identify the current state of each cluster
- Load the last code
- Make a failover

1. Web Admins
a. Using Web Admins run following test cases in Xray

Action Test Case Number

WebAdmins> Login to WebAdmins IC-63602
WebAdmins> Add sites in the Clusters Overview, Cluster Map and IC-63603
Deployments for DO sites
WebAdmins> Add sites in the Clusters Overview, Cluster Map and IC-63604
Deployments for TO sites
WebAdmins> Add sites in the Clusters Overview, Cluster Map and IC-63605
Deployments for SO sites
WebAdmins> Identify which version a site has. IC-63609
WebAdmins> Identify the components in DO Cluster IC-63610
WebAdmins> Identify the components in TO or SO Clusters IC-63611
WebAdmins> Identify the last change set applied in a cluster and IC-63612
component
WebAdmins> Identify when a component is in Green. (Ok Status) IC-63613
WebAdmins> Identify when a component is in Error o Failed IC-63614
WebAdmins> Identify when a component is in Maintenance IC-63615
WebAdmins> Compare 2 sites IC-63616
WebAdmins> Identify the last deploy in a Cluster IC-63617
WebAdmins> Make a Deploy of MAX Agent IC-63618
WebAdmins> Make a Failover in a TO cluster IC-63619

b. Review
Answer the following questions (you can get the help of teammates to find out the
answers)
1.What is the name of the dashboard where you can see a summary of the
environments?
________________________________________________________________________________________
________________________________________________________________________________________
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QA New Employee Work Book User Hub

2.How can you tell which side of the cluster is active?

________________________________________________________________________________________
________________________________________________________________________________________
3.What does it mean to failover a Cluster?
________________________________________________________________________________________
________________________________________________________________________________________
4.How do you select the clusters you wish to see in your summary page?
________________________________________________________________________________________
________________________________________________________________________________________

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QA New Employee Work Book User Hub

Task 13. LogDecoder

LogDecoder is a tool with which we can check the logs of all components of NICEInContact.

a. Downloading LogDecoder
In order to download LogDecoder, go to Web Admin page> Tools> LogDecoder 2
b. Configure LogDecoder.
To add sites in LogDecoder, follow these steps:
i. Open LogDecoder
ii. Go to File> Browser
iii. Log Browser opens.
iv. In “Select a services” section, there are some clusters already added.
v. Now, you will add the clusters that are not there.
vi. Go to “Add Cluster” (Plus Icon)
vii. In “Add Cluster” pop up, enter the Name of Cluster. E.g. HC5
viii. Click on “OK” button
ix. Verify the cluster has been added in “Select a services” section
x. Focus on HC5 cluster and right click on it.
xi. A pop up menu opens
xii. Click on “Add Node”
xiii. In “Add Server <Cluster>” popup, enter the components available for the cluster. E.g.
HC-C5COR01;
c. Using Web Admins, you can copy the components of each cluster. Eg. HC5

i. Repeat the steps: viii. to xi. For add all components

ii. Save the changes made in Log Decoder for this click on “Cluster Config” button
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d. Using LogDecoder running the corresponding test cases in Xray

TC#: IC-63657 LogDecoder> Download the logs

TC#: IC-63658 LogDecoder> Review the logs
TC#: IC-63659 LogDecoder> Search a ContactId in the logs
TC#: IC-63660 LogDecoder> Save a Log

Note. You can watch the Video LogDecoder located in the training library on the mojo site
for additional help.

Review
Answer the following questions (you can get the help of teammates to find out the answers)

1. Where do you download Log Decoder from?

__________________________________________________________________________________________________________
__________________________________________________________________________________________________________
____________________________________________________
2. Can you have more than one Node per service you create?
__________________________________________________________________________________________________________
__________________________________________________________________________________________________________
____________________________________________________

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Task 14. Team Processes

5. Test Case Creation
a. Review the following page Guide about what is a Test Case or Test in order to know
what a test is.

b. Review the page QA Test Case Review Check List in Confluence on the NICEInContact
R&D > Quality > Manual testing page to obtain knowledge on the test case writing
standards.

c. Create test cases in Xray for Jira Test: Open QA Onboarding training Epic and create
a new Story under this epic with your initials, e.g. “PM QA Onboarding”. Using the
Layout available in the QA Test Case Review Check List in Confluence, add test cases
for the following scenarios to the story you just created:
i. Create a User
ii. Create a Personal Connection Skill
iii. Create a Disposition
iv. Create an Unavailable Code
v. Launch MAX agent
vi. Generate a Work Item using MAX agent

Note: We are going to review each test case in order to see if they have enough
information

6. Create A Bug
a. Review the following page JIRA Bug Process in order to know in order to know how
to create a Bug.

b. Now, you will report Bugs using Jira.

i. Create 2 bugs for the following cases under the Story created previously:
1. It is not possible to access to ACD Page.
2. An error generates when we try to launch MAX agent.

Please include all relevant information, including test steps

necessary to reproduce the issue, such as:
• Browser and version (if applicable)
• User login type
• User name
• Login Location (i.e. Customer, Business Unit, etc.…)
• Steps to reproduce the problem
• Expected result
• Actual result
• Work around <Add the additional steps, or Additional
configurations used to compensate for or avoid a problem rather
than fixing it and get the expected result >** (if applicable)
• Build version

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3. Validating a Bug

a. When a bug has been fixed, QA must validate that the new fix or change does not
break any existing functionality. This process has the name of Bug Validation.

b. Open the following issues in Test Jira and verify if they are fixed.
i. IC-24101 - [CXone] [MAX] [SO32] Open WFO button opens with a 404 error
ii. IC-40460 - Client Initialization error is displayed once you tried to launch
MAX agent on SO32
iii. IC-30115 - SO31 - SO32 - Studio - Error message is displayed when we try to
login into Studio
iv. IC-43126 - [SO32] CXOne>Skills>Bulkupload is not working correctly
v. IC-34625 - [HF8][SO32] CXOne>Admin>Employees>Changes are not saving
into contact handling.

Using the following template to track your validation, add the information to
the bug as a comment:
Status: Fixed, Not Fixed
Sites: Where it was tested
Browser: Firefox, Chrome, IE, Edge, Safari
Details of Validation: Add information on what was reviewed.

4. Viewing Test Case Results

a. Xray:
i. Overall Test Case Results can be viewed in Xray following these steps:
1. In Jira, go to Tests > Xray Reports.
2. The Test Executions Report opens and you can use filters to select
your Test Execution.
3. The results of the Test Execution is showing in the summary table of
the report.
4. Open the Test Execution using the link to see details of the results.
ii. Results for a particular test case:
1. Open the test case in Jira.
2. Scroll down to the Test Runs section.
3. You will see the results of all the executions of the test case.
5. Review
Answer the following questions (you can get the help of teammates to find out the answers)
i. What is a test case or tests?
________________________________________________________________________________________________________
________________________________________________________________________________________________________
ii. Does Xray keep a history of test case runs?
________________________________________________________________________________________________________
________________________________________________________________________________________________________

This finishes your basic training!

Congratulations! You are ready for a NICEInContact Team! 

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Additional Training
You will be invited to attend to some live training sessions, which are going to be scheduled by your
manager. The sessions are:

Employee Education & Development (Training Department)

1. At-A-Glance (4 hours)
2. Ascent CORE Training (2 weeks)

You already have all the information and tools necessary to develop yourself in the NICEInContact
Product.

For further information, you can look for help here:

Online documentation:
https://help.nice-incontact.com/content/topics/user%20hub/welcome%20to%20admin.htm

Useful documents:
http://tlvconfluence01.nice.com:8090/display/IN/QA+Docs+Sub

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Glossary
1. Cluster
A cluster consists of two or more independent but interconnected servers. Some clusters
are configured so that they can provide high availability by allowing the workload to be
transferred to a secondary node if the main node stops functioning. Other clusters are
designed to provide scalability by allowing users or load to be distributed between nodes.
Both configurations are considered clusters.

One important feature that clusters have is that they are presented to applications as if they
were a single server. It is desirable that the administration of several nodes of a cluster be
as similar as possible to the administration of a single node configuration. The cluster
management software should provide this level of transparency.

In order for the nodes to act as if they were a single server, the files must be stored in such a
way that they can be accessed by all the nodes in the cluster.

In short, a cluster is a group of independent servers that cooperate behaving as if they were
a single system.

2. Failover Clusters
Failover is a backup mode of operation in which the functions of a system component (such
as a processor, server, network or database, for example) are assumed by the second
system components when the main component is not available either due to a failure or due
to scheduled downtime.

3. Web Services
A web services is a technology that uses a set of protocols and standards that serve to
exchange data between applications.

The main function of a Web server is to store the files of a site and broadcast them on the
Internet to be visited by users. Basically, a Web server is a large computer that stores and
transmits data via the Internet. When a user enters a web page, their browser
communicates with the server by sending and receiving data that determines what they see
on the screen. That is why we say that Web servers are for storing and transmitting data
from a site as requested by a visitor's browser.

4. API (Application Programming Interfaces)

A definition of API is a formal specification about how one module of a software
communicates and interacts with another software (like an operating system, application).

In other words, APIs are a set of commands, functions, and computer protocols that allow to
the developers create specific programs for certain operating systems.

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APIs greatly simplify the work of a programmer, since you do not have to "write" code from
scratch. They allow the programmer to use predefined functions to interact with the
operating system or with another program.

5. Data warehouse (DW)

DW is a system used for reporting and data analysis, and is considered a core component of
business intelligence.

DWs are central repositories of integrated data from one or more disparate sources. They
store current and historical data in one single place and are used to create analytical reports
for knowledge workers throughout the enterprise.

6. Data Mart
Data marts are subsets of data from a data warehouse for specific areas. The data available
in this context can be grouped, explored and propagated in multiple ways, so that different
groups of users can exploit them in the most convenient way according to their needs.

7. Tube
A tabular database, as the name implies, is a database that is structured in a tabular form. It
arranges data elements in vertical columns and horizontal rows. Each cell is formed by the
intersection of a column and row. Each row and column is uniquely numbered to make it
ordered and efficient. This type of database has a virtually infinite range for mass data
storage.

8. Amazon Web Service

Amazon Web Services (AWS) is a secure platform for cloud services that offers computing
power, database storage, content delivery and other functionalities to help companies scale
and grow.
The AWS cloud provides a broad set of infrastructure services, such as computing power,
storage options, networks and databases, which are offered as a utility: on demand,
available in a matter of seconds and paying only for what you use.

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