canmove, Confirmed users
382
edits
Support/Live Chat/Requirements: Difference between revisions
→Answering a question
| Line 50: | Line 50: | ||
*The original chat agent should be notified by e-mail | *The original chat agent should be notified by e-mail | ||
==Answering | ==Answering questions== | ||
The core requirements for a chat contributor (agent) are: | |||
===Before accepting chats=== | |||
*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) | ||
*See questions in the queue, ideally on a chat dashboard | *See questions in the queue, ideally on a chat dashboard | ||
*Get notifications | *Get notifications upon chat offers, invitations, and messages | ||
*Automatically join a multiuser chat room when accepting a chat | |||
===Upon receiving a chat offer=== | |||
*Receive a notification that a chat is being offered, showing the question details and time remaining to accept. | |||
*Automatically join a multiuser chat room when accepting a chat. | |||
===Upon accepting a chat=== | |||
*See chat details (OS, plugins, version, question, etc) | |||
*See canned responses in a dropdown menu, which can be sent to a user | *See canned responses in a dropdown menu, which can be sent to a user | ||
*Add tags to | *Add tags to the chat (P2 requirement) | ||
*Invite other agents to | *Invite other agents to the chat | ||
*Confirm his/her intent before closing the chat | |||
===Other=== | |||
*Handle up to 50 chats at a time without the UI misbehaving. | *Handle up to 50 chats at a time without the UI misbehaving. | ||
*See notifications showing which chats need attention. (eg. chat tabs should appear red if they have an unread response and blink red if gone unanswered for X seconds) (P2 requirement) | *See notifications showing which chats need attention. (eg. chat tabs should appear red if they have an unread response and blink red if gone unanswered for X seconds) (P2 requirement) | ||