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Support/Live Chat/Requirements: Difference between revisions
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*'''Helpers must be able to join chats in progress. Helpers without queue permission should be able to "knock" on a room to request permission to join. | *'''Helpers must be able to join chats in progress. Helpers without queue permission should be able to "knock" on a room to request permission to join. | ||
== | |||
==Contributor permissions== | |||
All of these permissions should be configurable, so we can change which groups have which permissions. The groups below may change with future policy decisions. | All of these permissions should be configurable, so we can change which groups have which permissions. The groups below may change with future policy decisions. | ||
*'''Ability to speak in a chat. (Concept of "voice"/"mute" permission)''' | |||
*'''Access the chat dashboard''' | |||
*'''Join any chat (either queued or active)''' | |||
*'''Ability to unmute oneself''' | |||
*'''One or more of the following options''' | |||
** Ability to configure a chat to allow Trainees to join | |||
** Ability to invite a Trainee to a chat | |||
** Ability for a Trainee to request to join ("knock on") a chat | |||
*'''Ability to stay invisible while muted (room monitoring)''' | |||
*'''Ability to mute others''' | |||
*'''Ability to kick from a chat and ban from joining more chats''' | |||
*'''Open and close the chat queue''' | |||
*'''Change configuration settings, assign users to groups''' | |||
*Ability to set tags on a chat | |||
===Group roles=== | |||
===Unregistered users=== | ====Unregistered users==== | ||
*'''Ask a question''' | *'''Ask a question''' | ||
*'''See number of helpers online, number of users waiting, and the estimated wait time (via dashboard)''' | *'''See number of helpers online, number of users waiting, and the estimated wait time (via dashboard)''' | ||
=== | ====Trainees==== | ||
'''[[Support/Live Chat/User Stories/Felix|Felix's user story]]''' | '''[[Support/Live Chat/User Stories/Felix|Felix's user story]]''' | ||
*'''See the chat dashboard''' | *'''See the chat dashboard''' | ||
* | *'''Some method to join chats for training purposes, either with or without permission from another contributor''' | ||
===Live Chat helpers group=== | ====Live Chat helpers group==== | ||
'''[[Support/Live Chat/User Stories/Abby|Abby's user story]]''' | '''[[Support/Live Chat/User Stories/Abby|Abby's user story]]''' | ||
*'''Pick any question from the queue to answer''' | *'''Pick any question from the queue to answer''' | ||
*'''Join any ongoing chat from the current questions list'' | *'''Join any ongoing chat from the current questions list''' | ||
*'''Ability to speak in any chat (may require unmuting oneself)''' | |||
*Apply tags to chats (P2 requirement) | *Apply tags to chats (P2 requirement) | ||
===Room Monitors (or Moderators)=== | ====Room Monitors (or Moderators)==== | ||
'''[[Support/Live Chat/User Stories/John|John's user story]]''' | '''[[Support/Live Chat/User Stories/John|John's user story]]''' | ||
*'''Watch any chat without the user or agent knowing''' | *'''Watch any chat without the user or agent knowing''' | ||
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*'''Temporarily prevent an agent from accepting more chats''' (currently controlled via chat limit, but we'll need a new method) | *'''Temporarily prevent an agent from accepting more chats''' (currently controlled via chat limit, but we'll need a new method) | ||
===Administrators=== | ====Administrators==== | ||
*'''Assign people to room monitors and live chat helpers groups''' | *'''Assign people to room monitors and live chat helpers groups''' | ||
*'''Edit canned responses''' | *'''Edit canned responses''' | ||