Support/Live Chat/User Stories/Felix: Difference between revisions

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 #Felix has been using Firefox for 6 months and wants to start helping.  He clicks a link to "Helping with Live Chat" from the Superheros Wanted page.
-#After reading a bit about Live Chat, he clicks a link to the '''Live Chat Dashboard''', the hub for all things chat.
+#After reading a bit about Live Chat, he clicks a link to the '''Live Chat Dashboard'''.
-#Felix creates a SUMO account, logs in, and sees the dashboard for the first time.
+#Being a new contributor, he sees a welcome message explaining what Live Chat is and what his next steps should be.
-#Scanning the dashboard, he sees all current chats, a leaderboard of top helpers, and a list of people waiting in the queue.
+#Following the advice, he skims the page to see what questions are in the queue right now and who is online answering them.
-#The chat interface appears as an overlay at the edge of the window or as a popup window, automatically joining him to the sumo irc channel.
+#Felix decides to try out Live Chat himself.  He presses a link or button on the dashboard to begin helping.
-#Felix is intrigued by a chat that Michael is answering.  He either asks Michael to join and receives an invitation or knocks on the room and is accepted by Michael.
+#If we have a toolbar or sidebar for managing chats, it should load at this point.
-#When the chat opens, Felix sees the full backscroll and question details so that he can jump right in.
+#Felix is automatically joined to the sumo IRC channel
-#Felix's Firefox crashes.  He restarts, returns to support.mozilla.com, and logs in.  To his relief, Michael's chat is still active since less than X minutes have passed.
+#Felix talks to Abby, a seasoned contributor who is answering questions.  Abby suggests that he double click a chat from the list of current chats on the dashboard.
-#Felix uses a canned response to answer Michael, following advice in the Live Chat documentation.
+#Felix tries to join a chat between Abby and a user named Janet concerning Firefox being slow.
-#The user is grateful and tells Felix that he's a genius.
+#Felix joins the room after Abby confirms his request (knock) to join.
-#Felix shadows several more chats and masters the Live Chat Helper requirements, listed below.
+#When the chat opens, he sees the full backscroll and question details so that he can jump right in.
-#Matthew adds Felix to the group, and Felix is now a chat contributor.
+#Felix clicks back and forth between Janet's chat and #sumo to watch what's happening and talk to Abby about solutions.
+#While watching the chats, Felix searches the forum and finds someone reporting that a recent update to an antivirus toolbar has slowed down Firefox.  After getting permission from Abby in #sumo, he asks Janet whether she has that add-on.
+#Janet gets her problem solved by disabling the add-on Felix suggested.  Abby thanks Felix for the help and asks whether he wants to try another chat.
+#Felix only had a few minutes to help, so he thanks her for the offer and says he'll be online later.
+#Felix leaves the site.
-===Requirements for Felix to advance to the next stage===
+===Requirements for Felix to advance to the next stage, the Live Chat Helpers group===
 #The contributor accepts a question and reviews the question details
 #He/she asks questions to ensure an understanding of the problem, optionally using canned responses for common troubleshooting questions.