# Content Insight Examples

* “From DD, I identified 25 PCA test writing patterns in 800 jira tickets, created an [automation plan](https://drive.google.com/open?id=1ZDtlkpm57XScMXenm-r3cCgisSNbvAAYiPAjDtzDauY), [demo](https://drive.google.com/file/d/1DpL-_iCdfOh2wtt60XQu0gIJbUAYCZRR/view?usp=sharing), [usage instructions](https://drive.google.com/file/d/14E0r5jZeCUR4iK15S1u7kGxGM7dcw57y/view?usp=sharing) and implemented automation of 17 patterns using UI.vision which is now used by ICs. Productivity has increased by 25%” (Example from [this exam](https://docs.google.com/document/d/14c1hEY3HtTix8U_Y8ZGwBbKNHL7BePuWWypKIwcADwY/edit?usp=sharing))
* “Team spent avg 448 seconds/test case failing Eng.QATestIntegration [inputQB-A02.](https://docs.google.com/spreadsheets/d/1YiU6PmZpYPutnicSnLetIRqus3gsIgBk7Y_aGY8RIaw/edit#gid=178053793) Per [new ZBT](https://docs.google.com/spreadsheets/d/1Nx9yk29uL_SCohVS9lRhkHmue8ZCPaOaPuy0spGHRsY/edit#gid=1739888291), we eliminated this step and provided PCAs with faster feedback through automation (Used Postman to call JIRA & TestRail APIs to get TestCase information and pass or reject the ticket based on InpQB-A02 rule). Productivity increased + 11%.” (Example from [this exam](https://docs.google.com/document/d/1YcXD0EWStXx-d6iGLjPni6L_jboTNUejrwGMjOmEPoU/edit?usp=sharing))
* 33% of failures were due to incorrect UTs, [Deep Dive](https://docs.google.com/spreadsheets/d/1bBJZnIhRDt0CXhzUP6Mqy1_EQAT48M_VDV_vscyOC6c/edit?ts=5d89d4b6#gid=1112469551) revealed that JUnit and Mockito UTs have manual errors. Coached all ICs to install and configure UT plugins based on their UT infrastructure and IDE’s to automate unit test skeleton generation: [Squaretest](https://plugins.jetbrains.com/plugin/10405-squaretest) for JUnit and Mockito projects edited via IntelliJ /Android Studio; [UTBG](https://marketplace.visualstudio.com/items?itemName=RandomEngy.UnitTestBoilerplateGenerator) for xUnit projects edited via Visual Studio.
* I did [2nd ZBT](https://docs.google.com/spreadsheets/d/1IfEt0RJPCDFkMZYjXvIy53ohtQVqkRZue-2fZSmpa0w/edit#gid=1830004383) and identified that while writing tests, ICs spend 13% of the time cleaning up legacy TCs and delinking them from the E2Es they work on. I worked together with the development team to add [auto-delinking](https://docs.google.com/document/d/1RcOcqdYd6H3XEhrdBjHZPaCJrLS1Auht2_yVQ3gWMCQ/edit?usp=sharing) to the TE tool and rolled it out in Wk4 for [**+13%**](https://docs.google.com/spreadsheets/d/1IfEt0RJPCDFkMZYjXvIy53ohtQVqkRZue-2fZSmpa0w/edit#gid=1830004383\&range=A52) productivity improvement.
* &#x20;“ZBT has shown that agents in a hurry during the first examination of the case miss important information such as previous steps tried, right understanding of the customer’s issue, additional questions from them. Causing unnecessary steps (not requested by the customer), redundant work or providing the wrong solution to the customer. Coach agents the little more time invested at the beginning pays of later and actually decreases RT. Always paraphrase the customer's issue, get the confirmation via questions, read all communication in the case and check the attachments, pay attention to the details (e.g. words publishing and republishing are not the same, this could lead to a completely different answer to the customer) + 8.1% productivity”
* “EQB showed that agents in our team are not familiar with the new contact method for customers when they preferred to be contacted by phone. They also didn’t know that internal comment is not every time included about the choice of the customer and needs to be verified in given fields. They should create public comments after every call. Answers to their questions and clarification of the [process](https://confluence.devfactory.com/pages/viewpage.action?pageId=426061569) with the right follow up steps (confirmed by VP) distributed to the team. 19% of the failures were on this process and disappeared in next week.”
* **“**&#x32;0% of quality failures are caused due to manually attaching the second screenshot to the Test result as it is not supported by the TE tool currently. I suggested adding this feature to the TE tool to be able to capture multiple screenshots in a single step and is approved by the TR owner. It is currently in the backlog of Process Automation team and once done will result in a quality gain of 1% taking the FTAR from 98.75% to 99.75%"



