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Support/Live Chat/Web Client PRD: Difference between revisions
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==Introduction== | |||
A web-based Live Chat web client for contributors, tightly integrated with other areas of sumo, will help us solve some of the challenges we are facing in Live Chat. Goals should be to make 'casual' helping easier, while allowing core helpers to participate more effectively. | A web-based Live Chat web client for contributors, tightly integrated with other areas of sumo, will help us solve some of the challenges we are facing in Live Chat. Goals should be to make 'casual' helping easier, while allowing core helpers to participate more effectively. | ||
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* Features to make helping more effective and to eliminate frustration | * Features to make helping more effective and to eliminate frustration | ||
==Current issues and how we might fix them== | |||
====Some observations about the current experience with Spark==== | |||
* We average between 10-15 helpers per week, with relatively high rates of both new helper signups and helper drop-offs from week to week | * We average between 10-15 helpers per week, with relatively high rates of both new helper signups and helper drop-offs from week to week | ||
* Each shift is anchored by at least one core community member or team member. Impromptu shifts by room monitors are encouraged when people want to help outside of official hours. | * Each shift is anchored by at least one core community member or team member. Impromptu shifts by room monitors are encouraged when people want to help outside of official hours. | ||
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====How the web client should help with some of these challenges==== | |||
* Participation: More chat helpers will likely help in the forum each week, and more forum helpers will likely help in chat. The result will be higher unique contributors in both. | * Participation: More chat helpers will likely help in the forum each week, and more forum helpers will likely help in chat. The result will be higher unique contributors in both. | ||
* Chats take a lot of time: Transferring a question will become as easy as possible. Prominant buttons allow transferring a question back to the queue (with pre-defined reasons) or to the forum. If someone has to leave, it should be quick to transfer all questions away and leave in < 2 minutes. | * Chats take a lot of time: Transferring a question will become as easy as possible. Prominant buttons allow transferring a question back to the queue (with pre-defined reasons) or to the forum. If someone has to leave, it should be quick to transfer all questions away and leave in < 2 minutes. | ||
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==Ideas== | |||
==Time requirements and technical details== | |||
The Live Chat web client will need to be based off of the current Fastpath Webchat codebase, written in Java. Most of the coding will be in Java or in Javascript using the DWR framework. The estimated time requirement is at least 60 hours, with several tasks that will likely need to be done by me. | The Live Chat web client will need to be based off of the current Fastpath Webchat codebase, written in Java. Most of the coding will be in Java or in Javascript using the DWR framework. The estimated time requirement is at least 60 hours, with several tasks that will likely need to be done by me. | ||