Routing Logic Stress Test (QA)

Routing Logic Stress Test (QA)

1. 01

   Map every inbound channel to a representative test case

   For each channel the agency manages for the client (email, chat, social, phone), define one realistic scenario that exercises the routing rules end to end.

2. 02

   Verify priority and SLA assignment against the client's service contract

   Confirm that each ticket's priority level and response-time target match the agreed service levels, not the platform's default settings.

3. 03

   Simulate an escalation path from first response to senior agent

   Create a test ticket that triggers the escalation rule, then confirm the right team or agent receives it with full context and no manual intervention.

4. 04

   Check AI-assisted triage for misrouting and hallucinated summaries

   Feed a few ambiguous or multilingual queries through the AI triage and compare the suggested category, priority, and summary against a human review.

5. 05

   Validate knowledge base suggestions against the latest client content

   Ensure that any AI-suggested articles or responses pull from the current knowledge base, not stale or archived entries that could mislead agents.

6. 06

   Measure time-to-first-response under simulated peak load

   Run a batch of tickets in quick succession to see if routing delays or queue backlogs push response times past the client's SLA threshold.

7. 07

   Document any routing failures and assign a fix owner before go-live

   Log each failed scenario with the root cause and the person responsible for correcting the rule or configuration, then retest after the fix.