Testing Language IO Oracle Service Cloud (OSC) Chat

Unlike testing other apps, testing OSC Chat in a production environment is tricky.

Make sure that:

• no actual customer chats are received by the tester.
• no agent receives a test chat by mistake.

Testing Language IO Oracle Service Cloud (OSC) Chat

1. Create a special chat queue. 
2. Go to Navigation > Configuration > Application Appearance > Customizable Menus > System Menus > Chat Queues > New. Give the chat queue a relevant name, for example "Language IO Test Queue".
3. Associate a business rule with this queue, and a unique identifier for the test chat.
4. Go to Navigation > Configuration > Site Configuration > Rules > Chat > Edit > States > Initial > New Rule.
   • Use the email of the contact as a trigger. This way, when you start a chat as the customer, the test chat can easily be identified as the appropriate email is routed to the test chat. See this rule for example:
     
5. Update the queues available to the testing profile. This is to make sure that that only test chats are received. 
6. Go to Navigation > Configuration > Staff Management > Profiles > Tester's Profile > Permissions > Service > Chat. Update the Chat Queues list so that only the test queue is enabled for this profile.
   • Save or write down the profile for which the queue was previously set up.
   • Language IO recommends that you select "Transfer to Other Groups", in case there is a mistake and a customer chat comes through during the test period.
     
7. You are now ready to start testing. Log out, then log back in to the testing profile.
8. Log in to Chat then set the status to available or Request a Chat if necessary.
9. Start a customer chat from the chat portal. Make sure to set the trigger (in the example above, this means setting the email address to the value listed in the business rule)
10. Accept the chat with the test agent.
11. Run the test or demo chat, as shown in this tutorial.
    • The appearance of the Chat instance may vary depending on your workspace layout.
12. After your finish the test, remember to reset your profiles to the correct chat queues.