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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 |