Why our UAT spreadsheet has three layers instead of one — and how to read it.
When we test Connie, we're not just walking through a list of features. We're checking whether real people can do their real jobs. That's why the spreadsheet is shaped the way it is — three layers instead of one.
What someone is trying to do.
“Karen the agent transfers a call to her supervisor.”
Where it's happening.
Voice, SMS, Web Chat, Email — same job, different surface, sometimes different rules.
The specific thing under the hood.
The transfer directory. The hang-up reporting. The recording.
Because the same feature shows up in lots of places, doing slightly different work for different people.
Take call recording as an example:
Same feature. Three different people care about it for three different reasons. If we only tested it from the agent's seat, we'd miss the manager's view. If we only tested the manager's view, the dashboard count could be wrong and nobody would notice.
Pick a User Story to start.
“Today I'm testing what happens when an agent transfers a call.”
Look at the atomic features listed for that story.
Those are the buttons, screens, and behaviors you actually click through.
Notice the channel column.
If the same feature shows up on Voice and Web Chat, test both. The bugs are usually in the differences between them.
Workflow → surface → plumbing. Three angles at once.
A feature can be technically working but used in a workflow that breaks. A workflow can be smooth but only on one channel. A channel can look fine but the feature underneath has a quiet bug. The three-layer view catches all three.
Every Campaign × User Story × Atomic Feature combination in one place. Filter by column, sort by status, mark off tests as you go.
Questions or feedback? Reach out to Chris — this is a living document and your testing experience shapes the next version.