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Page Properties

Target release

Epic

Document status

Status
titleDRAFT

Document owner

Robert Adach

Business POC

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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)

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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

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Title

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Questions/Additional Notes

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Identify where users may initiate chat from

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  • 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?

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Identify the information to request/require from the user before beginning a chat

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  • Name

  • Email Address

  • Reason for contact

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Identify where/to whom chat messages should route to

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

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Brand chat widgets

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Configuration

Page Locations

On 9/26/2022 the following pages/locations were determined to be included in the initial launch:

Tasks

Title

Owner

Questions/Additional Notes

1

Complete Chat configuration document - using chat configuration document below

Exam Admin

2

Brand chat widgets - using chat branding document below

Exam Admin / Marcomm

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

3

Determine what the Pre-Chat forms should look like for Practice test / General chat

Exam Admin

4

Provide login details for LiveChat WordPress login

IT

Provided by teams to Bobbie; Password stored in MyGlue → Passwords → LiquidWeb Sites And Plugins → LiveChat WordPress login

5

Implement chat configurations

IT

Create new team “Specialist 2”

6

Implement branding

IT

7

Refresh Tag and canned responses in the system

IT

Post refresh, exam admin will be required to keep the tags and canned responses in sync

8

Conduct refresher training for Exam Admin staff

IT

Scheduled for 9/29 10:00-11:00 AM

Questions

Below is a list of questions to be addressed as a result of this requirements document:

Question

Outcome

1

The WP plugin instructions say to deploy the chat code on every page, how do we ensure that the chat widget only appears in the specific pages on www.aswb.org site

The LiveChat system will be setup with specific page routing rules so that the Chat widget will only appear on the the pages listed in the Configuration - Page Location section of this document

Test Cases

To ensure proper functioning of the chat widgets, and their usage the following chat scenarios should be tested. Detailed testing instructions will following:

  • New chat user starting chat on each page

  • Existing chat user returning to a chat on a specific page

  • Existing chat user starting a new chat on a different page

  • New user trying to start a chat when there is a queue

  • Existing user trying to start a chat when there is a queue

  • New user trying to chat when no agents are logged in

  • Existing user trying to chat when no agents are logged in

  • User chatting when agent goes offline

  • Transfer chat to Specialist 2 team

Not Doing

For the initial launch we will not be considering/implementing the following:

  • Adding the chat widget to any other pages/site than the 7 listed in the Page location section

  • Development of a tool to ensure that tag and canned responses are synchronized between LiveChat & HelpDesk systems


Supporting Documentation

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Chat Configuration Documentation

Chat Widget Configuration

Timeline

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Item/Task

Owner

Due Date

Actual Date

1

Complete configuration Documentation

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View file
nameChat Widget colors.docx

Technical Review (IT)

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Exam Admin

9/27/2022

2

Implement configurations

IT

9/28/2022

3

Install and configure LiveChat Wordpress plug-In

MARCOMM

9/30/2022

4

Activate widgets for testing on ASWBCentral pages

IT

9/29/2022

5

Activate widgets for testing on ASWB.org pages

MARCOMM

9/30/2022

9/28/2022

6

Complete Widget branding documentation

MARCOMM

10/3/2022

7

Implement widget branding changes

IT

10/4/2022

8

Deploy widget code to production

IT

10/6/2022

9

Provide refresher training to the team

IT

9/29/2022

10

Launch ASWBCentral practice exam chat

IT

10/10/2022**

11

Launch ASWBCentral score transfer chat

IT

10/10/2022**

12

Launch ASWBCentral registration chat

IT

10/10/2022**

13

Launch aswb.org registration chat

IT

10/17/2022**

14

Launch aswb.org score transfer chat

IT

10/17/2022**


Due dates with (**) indicate potential target dates and have not been been committed to by the project team.