Versions Compared

Old Version 5

changes.mady.by.user Robert Adach

Saved on

compared with

New Version 6

changes.mady.by.user Robert Adach

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Page Properties


Target release

Epic

Document status

Status
titleDRAFT

Document owner

Robert Adach

Business POCDesigner

Felicia Dennison

Developers

QA

Goals

  • enable the usage of LiveChat for Exam Services

  • create Helpdesk.com tickets for chats initiated after hours

  • implement chat bots to reduce common questions (future)

...

ASWB is looking to augment its existing communication channels (phone, email, fax) with real-time chat support. This is being done in an effort to increase customer satisfactionssumptions

Tasks

Title

Owner

Questions/Additional Notes

1

Identify where users may initiate chat from

  • Need locations

  • for each location provided, we need to know if the widget needs to be available on connected pages. For example, if chat widget is to be shown on the initial registration page, should it be shown on all subsequent pages?

2

Identify the information to request/require from the user before beginning a chatComplete Chat configuration document

CSC

2

Brand chat widgets

CSC/Marcomm

  • Name

  • Email Address

  • Reason for contact

3

Identify where/to whom chat messages should route to

4

Identify how after-hours / no available agents chat routing should work

5

Brand chat widgetsImplement chat configurations

IT

4

Implement branding

IT

5

  • IT will work with MARCOMM to brand each widget to the corresponding pages.

  • We will use the ASWB “knot” as the chat avatar.

...

Chat Configuration Documentation

...

Chat Widget

...

Configuration

Technical Review (IT)

...

Areas Affected

...