Support/Live Chat/Requirements: Difference between revisions

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(Created page with "==Getting to Live Chat== We must have multiple ways for users on SUMO to get into live chat *Clicking an option from the ask a question page or ask a question form *After pressi...")
 
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==Getting to Live Chat==
==Getting to Live Chat==
We must have multiple ways for users on SUMO to get into live chat
We must have multiple ways for users on SUMO to get into live chat
*Clicking an option from the ask a question page or ask a question form
*Clicking an option from the ask a question page or ask a question form
*After pressing "No" on the survey of specific articles
*After pressing "No" on the survey of specific articles
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The chat system must allow users to ask questions.  Ideally, this would be  integrated with our existing Questions app for Kitsune as much as  possible - but some form of initiating a question is needed immdiately.
The chat system must allow users to ask questions.  Ideally, this would be  integrated with our existing Questions app for Kitsune as much as  possible - but some form of initiating a question is needed immdiately.
Before beginning the chat, a user must see:
Before beginning the chat, a user must see:
*Whether the queue is OPEN, CLOSED, or FULL
*Whether the queue is OPEN, CLOSED, or FULL
*The estimated wait time.  (Based on the higher of a static multiplier times  the number waiting in the queue or the current maximum wait time in the  queue)
*The estimated wait time.  (Based on the higher of a static multiplier times  the number waiting in the queue or the current maximum wait time in the  queue)
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After indicating a chat session, the user must be asked
After indicating a chat session, the user must be asked
*What the question is
*What the question is
*Which OS (autodetect)
*Which OS (autodetect)
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At  some point after providing the question details, the user must have a chance to join the chat queue. If the queue is full, the user should be  able to keep trying to join without retyping the question.  The user  must be shown
At  some point after providing the question details, the user must have a chance to join the chat queue. If the queue is full, the user should be  able to keep trying to join without retyping the question.  The user  must be shown
*Current queue position and wait time
*Current queue position and wait time
*A template containing rules and top issues
*A template containing rules and top issues
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When  the user's chat is accepted by an agent, both the user and the agent  should join a multiuser chat.  Other agents may join this chat if they  are invited or have "room monitor" access.
When  the user's chat is accepted by an agent, both the user and the agent  should join a multiuser chat.  Other agents may join this chat if they  are invited or have "room monitor" access.
*Both sides must be able to type messages to each other
*Both sides must be able to type messages to each other
*Both sides should see when the other is typing (P2 requirement)
*Both sides should see when the other is typing (P2 requirement)
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*The entire chat session must be logged to the database
*The entire chat session must be logged to the database
*There must be a button to end the chat session
*There must be a button to end the chat session
*Basic wiki markup for '''bold''', ''italic'', and [[KB article names]] sent by the agent should be parsed.  (P2 requirement)
*Basic wiki markup for <nowiki>'''bold''', ''italic'', and [[KB article names]]</nowiki> sent by the agent should be parsed.  (P2 requirement)
*Variables like %agent%, %nick%, and %forum% should be parsed into the agent's  username, the user's nickname, and a link to follow up in the forum. (P3 requirement)
*Variables like %agent%, %nick%, and %forum% should be parsed into the agent's  username, the user's nickname, and a link to follow up in the forum. (P3 requirement)


When the chat session ends, the user must see
When the chat session ends, the user must see
*A message thanking them for using the service
*A message thanking them for using the service
*An  ability to get an e-mailed transcript.  If not a logged in user, an  opportunity to type in an e-mail address must be presented.
*An  ability to get an e-mailed transcript.  If not a logged in user, an  opportunity to type in an e-mail address must be presented.
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When following up to the forum, via a link from the agent or the post-chat button, the following must happen
When following up to the forum, via a link from the agent or the post-chat button, the following must happen
*All fields typed into the chat question must be transferred here
*All fields typed into the chat question must be transferred here
*An option to put the entire (collapsed) chat log into the forum post
*An option to put the entire (collapsed) chat log into the forum post
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==Answering a question==
==Answering a question==
At a minimum, a chat contributor (agent) must be able to:
At a minimum, a chat contributor (agent) must be able to:
*Set his/her status to available or away
*Set his/her status to available or away
*Set his/her maximum number of chats (chat limit) (default: 2)
*Set his/her maximum number of chats (chat limit) (default: 2)
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==Chat queue==
==Chat queue==
All questions that make it through the chat ask-a-question process must be added to a queue, so we can answer older ones first.
All questions that make it through the chat ask-a-question process must be added to a queue, so we can answer older ones first.
*The maximum number that can be in the queue is set by the sum of all agents' chat limit
*The maximum number that can be in the queue is set by the sum of all agents' chat limit
*The entire queue should be displayed on the chat dashboard (P3 requirement)
*The entire queue should be displayed on the chat dashboard (P3 requirement)
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==Administration==
==Administration==
Administrators should be able to
Administrators should be able to
*Edit canned responses
*Edit canned responses
*Edit templates used on the chat landing page and waiting in queue page
*Edit templates used on the chat landing page and waiting in queue page
canmove, Confirmed users
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