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Target release

Epic

Document status

DRAFT

Document owner

Robert Adach

Business POC

Designer

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)

Background and strategic fit

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

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 chat

  • 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 widgets

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

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

Questions

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

Question

Outcome

Not Doing


Supporting Documentation

Chat Configuration Documentation

Technical Review (IT)

Areas Affected



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