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Target release

Epic

Document status

DRAFT

Document owner

Robert Adach

Business POC

Felicia Dennison

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

Owner

Questions/Additional Notes

1

Complete Chat configuration document

CSC

2

Brand chat widgets

CSC/Marcomm

  • Name

  • Email Address

  • Reason for contact

3

Implement 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.

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

Chat Widget Configuration

Technical Review (IT)

Areas Affected



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