Support/Live Chat/User Stories/Felix

User story of Felix, a new chat contributor

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.
Felix creates a SUMO account, logs in, and sees the dashboard for the first time.
Scanning the dashboard, he sees all current chats, a leaderboard of top helpers, and a list of people waiting in the queue.
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 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.
When the chat opens, Felix sees the full backscroll and question details so that he can jump right in.
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 uses a canned response to answer Michael, following advice in the Live Chat documentation.
The user is grateful and tells Felix that he's a genius.
Felix shadows several more chats and masters the Live Chat Helper requirements, listed below.
Matthew adds Felix to the group, and Felix is now a chat contributor.

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.
The agent either tries appropriate basic troubleshooting or searches the KB+forum for a solution.
If the contributor needs help because troubleshooting doesn't work and a solution can't be found, he/she asks in #sumo.
If he/she needs to leave before finishing the chat, he/she invites another helper or gives the user instructions to follow up later.