You are right it's limitless! Without knowing how your solutions have been built, here's some starters for you;
FUNCTIONAL TESTING
Fully test *all* of the Genesys (and associated) applications you intend to utilize, on a company standard build PC.
VTO build a test plan to exercise every VTO Option and failure scenario (Invalid Option, No Input, etc.)
Inbound Routing test Genesys in service and out of service.
Outbound get a test file and import it to OCM even if you are only dialling out to local numbers, it's better that than nothing at all!
Reporting use DMA *sparingly* to produce some very basic stats for reporting and test them. Only build subsequent reports/stats when you are sure you are going to use them.
CCPulse build basic Views for; Agents, Agent Groups, Queues, Groups of Queues, Route Points, Virtual Queues and Outbound. These are useful for showing (your business testers) calls being routed during testing.
Since you will probably need business signoff, KISS (keep it simple) for them make sure everything they test is straightforwards and will have tangeable results;
BUSINESS TESTING
VTO and Routing write a test plan for your business testers to be able to utilize every VTO Option, nonOption (fail over scenarios) and prove out their testing by producing some basic reports showing the calls they had made.
ACD Routing usually, you will have a failsafe backup routing plan on your switch test ity with your business testers. It also gives them a comfort zone if things do go amiss,
FORWARD PLANNING
Things you might need to (re)build, after implementing your Solutions;
WfM What stats you gather and report on depends on what the business wants teach them how it works and let them test and adjust accordingly. It is, after all, a *business* tool.
CCA (Reporting) DMA uses a lot of CPU Let the business tell you what they want and build CCA>DMA>Brio based on their estimations. Don't take the defaults!
OCM Filters Businesses tend to change their mind frequently on who they want to contact. Again, like WfM, teach them how it works and let them test and adjust accordingly.
CCPulse Build a baisc set of Views and implement them sitewide. Once again it should be up to the individual how they want to view and report on items, so teach them the basics and let them run with it.
Like I said, there's a lot more besides this and, if you send me a quick list of what you're to implement, I'll drill down on it, if you like.
