CHAPTER 4

PERFORMANCE ANALYSIS

4.1 Introduction

The proposed system is designed for helping clients to be progressively organized and
productive. The proponents decided the different significant capacities that clients required and
played out a progression of tests to guarantee that everything was accomplished.

This chapter shows a progression of experiments executed during the design stage of the
proposed system. This further clarifies the issues experienced by the proponents when running
the system in the actual live environment and when it was resolved.

4.2 Experimental

To determine if the designed system achieved the purpose of the research, the proponents
launched and tested the system if it meets the research's objectives. Furthermore, the procedure
must be tested if it has reached the general objective of the research which is to accomplish an
automated/computerized process through data collection and records management. In this
manner, the proponents tested them independently to check if these functionalities were available
in the proposed system.

Experiment No. 1

If the system can define and manage its user’s account access, this experiment should
answer. The administrator is expected to be able to assign the user permission that he or
she has created and to be able to login to the system.

Experiment No. 2

This was designed to determine if the system can enroll and update employee information
as well as archive. Moreover, this module must be able to add, update, archive the

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 necessary details as well such as dispositions and guidelines, needed for the system to be
up and running.

Experiment No. 3

This is to test if the system is now able to handle agent team transfers to other or different
teams to be performed by the Admin and the Team Leader. The Admin must be able to
assign the transfer immediately while the Team Leaders will have to wait for the
requested team to confirm the transfer.

Experiment No. 4

This is to test if the system is now able to do evaluations to be performed by the QA

Analysts. The QA Analysts must be able to score agents by following the guidelines with
their corresponding answers.

Experiment No. 5

This test answers if the system is able to perform interactive activities such as processing
QA Evaluation disputes, follow-up coaching, and coaching response. This should answer
if the entities are able to interact using the system.

Experiment No. 6

This test answers if the system is able to eliminate the slow and manual process of
generating reports. The system should be able to print or display reports ready for
sending out

4.3 Result and Analysis

Conducting performance tests and breaking down their outcomes is the main concern as it
distinguishes the issues, defects and potential missing functions of the system that would require
a change that needs further development. Thus, the proponents detailed the accompanying
outstanding outcomes and provided the relevant description of the experiments conducted as
stated above.

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 User Management

The system allows the administrator to grant other users permission to log in. The
administrator can define the function of what the Team Leaders, QA Analysts, and
agents can do with respect to the permission level. All entities should be able to log in
easily into the system.

Employee Management

The test results showed that the system can add, update and archive users and also assign
the permission types of users. Validations are being used to prevent adding duplicate
entries into the database.

QA Evaluation Management

The test proves that the system can dynamically add/remove and rearrange the
guidelines and perform evaluations on Agent’s calls that automatically tally the score.
The test also proves that the system can cater adjustments in the scores should the need
occur.

Coaching Management

The test proves that the system can handle coaching sessions between a Team Leader
and an Agent, receive feedback on their performance and the Agent in return can
acknowledge or reject the feedback given. With this, the Team Leader has the capability
to convey the value of methods and show to the Agent to be most effective.

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 Admin User Account
Project/T est Case Name Creation of the Admin user account
T esting Start Date 22-Oct-19
T esting End Date 22-Oct-19
Name of the Tester(s) Maylyn V. Jamora and Mare Flor Nicasio, RN

Requirement Description As an Administrator, I should be able to login to the system with access to all modules.

Acceptance Criteria The list of user accounts in the database must be empty.

Status
Step # Description Expected Results Actual Result Retest Date Defect/Comments
(Passed or Fail)

1 Login through the use of module The Admin was able to login As expected Passed

The Admin can't delete currently used

2 Add, Edit, Save QA, TL, Agent, Admin As expected Passed
permission

3 Add, Save QA, TL, Agent, Admin The Admin can add and save As expected Passed

4 Edit, Update QA, TL, Agent The Admin can edit and update As expected Passed

5 Archived User, Restore QA, TL, Agent The Admin can't delete admin account As expected Passed

The Admin was able to update, show

Add, Update, Show Versions, Deactive,
6 versions, deactivate, and reinstate As expected Passed
Reinstate
permission control
The Admin was able to update, show
Add, Update, Show Versions,
7 versions, deactivate, and reactivate As expected Passed
Deactivate, Reinstate
guidelines
The Admin was able to transfer agents from
8 Transfer In, Transfer Out As expected Passed
one team to another automatically

The admin was able to view details, submit

9 View QA Logs Details As expected Passed
dispute or approve the evaluation log.

The admin was able to generate QA reports

10 View QA Evaluation Reports As expected Passed
then print and save as pdf

Agent Coaching through the use of The admin was able to start coaching session
11 As expected Passed
Coaching Form and save

Follow-up Coaching through the use of The admin was able to start follow-up
12 As expected Passed
Coaching Form coaching session and save

The admin was able to view coaching log

13 View coaching detail logs As expected Passed
details.

The admin was able to close coaching logs

14 Close pending Coaching logs As expected Passed
with waiting status.

Figure 4.3.1 Sample test script used to experiment for an Administrator user account to the
system.

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Project/T est Case Name
T esting Start Date
T esting End Date
Name of the Tester(s)
QA Analyst User Account
Creation of the QA Analyst user accounts
22-Oct-19
22-Oct-19
Maylyn V. Jamora and Mare Flor Nicasio, RN

Requirement Description As a QA Analyst, I should be able to login to the system with access to the following modules.

Acceptance Criteria The list of user accounts in the database must be empty.

Status
Step # Description Expected Results Actual Result Retest Date Defect/Comments
(Passed or Fail)

The QA Analyst can evaluate, comment, save

1 Evaluate, comment, save, and add notes As expected Passed
and add notes regarding the call.

The QA Analyst can view evaluation details

2 View and Update As expected Passed
& update disputed score.

The QA Analyst can close disputed

3 Close Evaluation As expected Passed
evaluations that needs no adjustments.

The QA Analyst can generate and print

4 View and print Reports As expected Passed
dyanmic reports via printer or pdf.

Figure 4.3.2 Sample test script used to experiment for QA Analyst user account to the system.

Team Leader User Account

Project/T est Case Name Creation of the Team Leader user accounts
T esting Start Date 22-Oct-19
T esting End Date 22-Oct-19
Name of the Tester(s) Maylyn V. Jamora and Mare Flor Nicasio, RN

Requirement Description As a Team Leader, I should be able to login to the system with access to the following modules.

Acceptance Criteria The list of user accounts in the database must be empty.

Status
Step # Description Expected Results Actual Result Retest Date Defect/Comments
(Passed or Fail)

1 Login through the use of module The TL was able to login As expected Passed

The Team Leader was able to add new agent

2 Add New Agent As expected Passed
information

The Team Leader was able to update agent

3 Update information As expected Passed
information

The Team Leader was able to archive user

4 Archive user As expected Passed
account

The Team Leader was able to transfer agents

5 Transfer In, Transfer Out As expected Passed
from one team to another

The Team Leader can view evaluation

6 View QA Details As expected Passed
details.

The Team Leader can approve or submit

7 Approve, Submit QA Dispute As expected Passed
disputes for pending QA.

The Team Leader can generate and print

8 View and print Reports As expected Passed
dyanmic reports via printer or pdf.

Agent Coaching through the use of The Team Leader was able to start coaching
9 As expected Passed
Coaching Form session and save.

Follow-up Coaching through the use of The Team Leader was able to start follow-up
10 As expected Passed
Coaching Form coaching session and save

The Team Leader was able to view coaching

11 View coaching detail logs As expected Passed
log details.

Figure 4.3.3 Sample test script used to experiment for Team Leader user account to the system.

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 Agent User Account
Project/T est Case Name Creation of the Agent user accounts
T esting Start Date 22-Oct-19
T esting End Date 22-Oct-19
Name of the Tester(s) Maylyn V. Jamora and Mare Flor Nicasio, RN

Requirement Description As an Agent, I should be able to login to the system with access to the following modules.

Acceptance Criteria The list of user accounts in the database must be empty.

Status
Step # Description Expected Results Actual Result Retest Date Defect/Comments
(Passed or Fail)

1 Login through the use of module The Agent was able to login As expected Passed

Agent was able to view QA Evaluation logs

2 View QA Logs and Reports As expected Passed
and reports

Agent was able to view Coaching logs and

3 View Coaching Logs and Reports As expected Passed
reports

The Agent can acknowledge and submit

4 Acknowledge Response As expected Passed
agent's commitment.

5 Reject Response The Agent can Reject response. As expected Passed

Figure 4.3.4 Sample test script used to experiment for an Agent user account to the system.

4.4 Summary
The test and experiments performed were necessary to be executed for the proposed system. This
process has made the proponents understand the issues that need to be addressed and focused on
as well as the neglected functions that need to be modified. There are different methods in
producing test case results and trial and error has proved to be useful in this process.

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