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Support/Live Chat/Requirements: Difference between revisions
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==Asking a question== | ==Asking a question== | ||
The chat system must allow users to ask questions. Ideally, this would be | ===Before joining the queue=== | ||
The chat system must allow users to ask questions. Ideally, this would be integrated with our existing Questions app for Kitsune as much as possible. | |||
Before beginning the chat, a user must see: | Before beginning the chat, a user must see: | ||
*Whether the queue is | *Whether the queue is Open, Closed, or Full. | ||
*The estimated wait time. (Based on the higher of a static multiplier times | *The estimated wait time. (Based on the higher of a static multiplier times the number waiting in the queue or the current maximum wait time in the queue) | ||
*A link or button for starting a chat | *A link or button for starting a chat | ||
After indicating a chat session, the user must be asked | After indicating a chat session, the user must be asked: | ||
*What the question is | *What the question is | ||
*Which OS (autodetect) | *Which OS (autodetect) | ||
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*Article/search used to get to chat (autodetect) | *Article/search used to get to chat (autodetect) | ||
At some point after providing the question details, the user must have a chance to join the chat queue. If the queue is full, the user should be able to keep trying to join without retyping the question. The user | ===In the chat queue=== | ||
At some point after providing the question details, the user must have a chance to join the chat queue. If the queue is full, the user should be able to keep trying to join without retyping the question. The user must be see: | |||
*Current queue position and wait time | *Current queue position and wait time | ||
*A template containing rules and top issues | *A template containing rules and top issues | ||
*Links to KB articles that the user might want to read while waiting. (search results from question) (P3 requirement) | *Links to KB articles that the user might want to read while waiting. (search results from question) (P3 requirement) | ||
When the user's chat is accepted by an agent, both the user and the agent should join a multiuser chat. Other agents may join this chat if they | ===Chatting with an agent=== | ||
When the user's chat is accepted by an agent, both the user and the agent should join a multiuser chat. Other agents may join this chat if they are invited or have "room monitor" access. | |||
*Both sides must be able to type messages to each other | *Both sides must be able to type messages to each other | ||
*Both sides should see when the other is typing (P2 requirement) | *Both sides should see when the other is typing (P2 requirement) | ||
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*Variables like %agent%, %nick%, and %forum% should be parsed into the agent's username, the user's nickname, and a link to follow up in the forum. (P3 requirement) | *Variables like %agent%, %nick%, and %forum% should be parsed into the agent's username, the user's nickname, and a link to follow up in the forum. (P3 requirement) | ||
When the chat session ends, the user must see | ===After the chat has finished=== | ||
When the chat session ends, the user must see: | |||
*A message thanking them for using the service | *A message thanking them for using the service | ||
*An ability to get an e-mailed transcript. If not a logged in user, an opportunity to type in an e-mail address must be presented. | *An ability to get an e-mailed transcript. If not a logged in user, an opportunity to type in an e-mail address must be presented. | ||
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*A button for following up to the forum | *A button for following up to the forum | ||
When following up to the forum, via a link from the agent or the post-chat button, the following must happen | When following up to the forum, via a link from the agent or the post-chat button, the following must happen: | ||
*All fields typed into the chat question must be transferred here | *All fields typed into the chat question must be transferred here | ||
*An option to put the entire (collapsed) chat log into the forum post | *An option to put the entire (collapsed) chat log into the forum post | ||