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.
Configuration
Page Locations
On 9/26/2022 the following pages/locations were determined to be included in the initial launch:
Registration: https://examregistration.aswb.org/ *
Getting ready for the exam https://www.aswb.org/exam/getting-ready-for-the-exam/ *
Sending your exam results to another state or province https://www.aswb.org/licenses/how-to-get-a-license/getting-licensed-in-another-state-or-province/sending-your-exam-results-to-another-state-or-province/ *
If you fail the exam: https://www.aswb.org/exam/exam-scoring/if-you-fail-the-exam/
ASWBCentral Score Transfer process – *.aswb.org/scoretransfers (all ordering pages)
ASWBCentral PT Ordering - *.aswb.org/practiceexam (all ordering pages)
ASWBCentral PT Access/Availability - *.aswb.org/SocialWork/PracticeTests (where Candidate is accessing Practice Tests)
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 |
|
| 3 | Determine what the Pre-Chat forms should look like for Practice test / General chat | Exam Admin | |
| 4 | Implement chat configurations | IT | Create new team “Specialist 2” |
| 5 | Implement branding | IT | |
| 6 | 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 |
| 7 | 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
Chat Configuration Documentation
Timeline
Item/Task | Owner | Due Date | Actual Date | |
|---|---|---|---|---|
| 1 | Complete configuration Documentation | Exam Admin | 9/27/2022 | |
| 2 | Implement configurations | IT | 9/28/2022 | |
| 3 | Activate widgets for testing on ASWBCentral pages | IT | 9/29/2022 | |
| 4 | Activate widgets for testing on ASWB.org pages | MARCOMM | 9/30/2022 | 9/28/2022 |
| 5 | Complete Widget branding documentation | MARCOMM | 10/3/2022 | |
| 6 | Implement widget branding changes | IT | 10/4/2022 | |
| 7 | Deploy widget code to production | IT | 10/6/2022 | |
| 8 | Provide refresher training to the team | IT | 9/29/2022 | |
| 9 | Launch ASWBCentral practice exam chat | IT | 10/10/2022** | |
| 10 | Launch ASWBCentral score transfer chat | IT | 10/10/2022** | |
| 11 | Launch ASWBCentral registration chat | IT | 10/10/2022** | |
| 12 | Launch aswb.org registration chat | IT | 10/17/2022** | |
| 13 | 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.