Notes

What you're dealing with
workforce-comm/ccs is an App Fabric Web Plugin (DevPortal asset Intuit.workforce.comm.ccs, plugin id ccs, built with @appfabric/plugin-cli v3). PR #3342 swaps the legacy Universal Queue endpoints for Queue-as-a-Service and changes three user-visible flows: consumer-chat overflow routing, agent voicemail greeting update, and DID-only/personal-queue config.
Two facts that shape the approach:

The repo README states e2e is auto-updated on merge — so you do not merge to test. You override the running plugin in the e2e web shell instead.
The Jenkins multibranch job builds every branch and fork PR from trusted (admin/write) authors, producing a versioned plugin build (PLUGIN_RELEASE_VERSION). That gives you a published artifact to point e2e at, without touching master.

There are two merge-free ways to test in e2e. Approach A is fastest for you as the developer; Approach B is best for handing the build to the chat team (and the voice testers @ajha19/@pupadhyay4 mentioned on the PR) since it needs no one's laptop running.

Approach A — Serve the PR branch locally and override it into remote e2e

Check out the PR branch locally:

git fetch origin pull/3342/head:pod-ccs-update
git checkout pod-ccs-update
yarn install

Start the remote dev server (serves your branch build over a local CDN URL):

yarn serve --remote
Note the served config URL it prints (default port is 34212, i.e. https://plugin-localhost.intuitcdn.net:34212).
3. Open the relevant e2e web shell and override the ccs plugin to your local build via query param:

Consumer chat (no-auth, overflow flow):
https://public-consumer-chat-e2e.app.intuit.com/app/ccs/consumer?experienceId=mint&plugin.ccs=https://plugin-localhost.intuitcdn.net:34212
Expert CCP (voicemail / DID-only / voice):
https://ccp-us-e2e.app.intuit.com/app/ccs/ccpV2?plugin.ccs=https://plugin-localhost.intuitcdn.net:34212

Alternatively, open the in-app Plugin Dev Tools (keyboard shortcut, typically Ctrl+Alt+Q / Ctrl+Opt+Q) → find ccs → Start Running Locally → paste your config.json URL → Save → refresh the route. (Repo's own link: the README "Run local plugin in remote web app" doc under UX-Infra-Docs → Appfabric/Web/plugin-dev/plugin-dev-new-web-shell.)
4. Confirm the override took: in the browser Network tab, the ccs plugin assets should load from plugin-localhost.intuitcdn.net:34212, not the CDN. If the app doesn't honor it, append &useWebShell=true to the URL.

Approach B — Point e2e at the PR's CI build version (no laptop needed)

Open the PR's Jenkins build (the README badge/link → build.intuit.com/.../workforce-comm%2Fccs%2Fccs/activity, branch = the PR's branch POD-CCS-Update). Confirm the build + unit-test stages passed.
Grab the published plugin version for that build — it's shown in the build log and echoed in the PR's GitHub status descriptions as PLUGIN_RELEASE_VERSION (a prerelease/beta version for a non-master branch).
Override e2e to that version via query param (anyone can use this URL):

Chat: https://public-consumer-chat-e2e.app.intuit.com/app/ccs/consumer?experienceId=mint&plugin.ccs=<PLUGIN_RELEASE_VERSION>
CCP: https://ccp-us-e2e.app.intuit.com/app/ccs/ccpV2?plugin.ccs=<PLUGIN_RELEASE_VERSION>

(You can also store this as a cookie/localStorage override in Plugin Dev Tools so it persists across routes — useful for cross-page auth flows.)
Verify in the Network tab that ccs loads the beta version, then run the test cases.


What to actually verify for this PR (e2e)
The PR's own test plan still has these manual items unchecked, and a reviewer flagged voice + a missing queueId guard. Cover:

Consumer chat overflow (chat team owns this): start a chat on a queue with intuOverflowEnabled=true, confirm it routes to the overflow queue; then one with overflow disabled. In Network, confirm calls hit queueasaservice-e2e.api.intuit.com/graphql with a getQueueByName query (and that contactqueues-e2e/uqpreauth-e2e are no longer called).
Agent voicemail greeting (CCP): get config → confirm an agentQueue.id comes back → update the greeting → confirm an editQueue mutation fires with that id. Watch specifically for the reviewer's concern: a missing/undefined queueId should not silently send id: undefined.
DID-only / personal queue config flows if your environment exercises them.
The standard channel-type checks in Functional-Testing.md for anything voice-related (this is the part @ajha19 / @pupadhyay4 are being asked to help with).


Prerequisites & gotchas

Voice / Expert CCP testing needs an Amazon Connect account in e2e/sys, with your routing profile assigned to the test queue (Connect Admin Console: connectadmin-americas-sys.sso.intuit.com). Chat-only overflow testing via the public consumer URL does not.
Use the experience-ID URLs from src/config/Base.js to target a specific queue (e.g. ?experienceId=mint).
The PR shows mergeable_state: blocked (needs reviews/checks) — that only blocks merge, not the override testing above.
Support / asset-owner help: Slack #ask-inbound-contact-management, on-call @oihscu-oncall (per the repo README). That's the right channel to confirm e2e queue setup and to coordinate the voice-side testing the PR reviewers requested.