Support/Live Chat/User Stories/Felix
User story of Felix, a new chat contributor
- Felix has been using Firefox for 6 months and wants to start helping. He clicks a link to "Helping with Live Chat" from the Superheros Wanted page.
- After reading a bit about Live Chat, he clicks a link to the Live Chat Dashboard.
- Being a new contributor, he sees a welcome message explaining what Live Chat is and what his next steps should be.
- Following the advice, he skims the page to see what questions are in the queue right now and who is online answering them.
- Felix decides to try out Live Chat himself. He presses a link or button on the dashboard to begin helping.
- If we have a toolbar or sidebar for managing chats, it should load at this point.
- Felix is automatically joined to the sumo IRC channel
- Felix talks to Abby, a seasoned contributor who is answering questions. Abby suggests that he double click a chat from the list of current chats on the dashboard.
- Felix tries to join a chat between Abby and a user named Janet concerning Firefox being slow.
- Felix joins the room after Abby confirms his request (knock) to join.
- When the chat opens, he sees the full backscroll and question details so that he can jump right in.
- Felix clicks back and forth between Janet's chat and #sumo to watch what's happening and talk to Abby about solutions.
- While watching the chats, Felix searches the forum and finds someone reporting that a recent update to an antivirus toolbar has slowed down Firefox. After getting permission from Abby in #sumo, he asks Janet whether she has that add-on.
- Janet gets her problem solved by disabling the add-on Felix suggested. Abby thanks Felix for the help and asks whether he wants to try another chat.
- Felix only had a few minutes to help, so he thanks her for the offer and says he'll be online later.
- Felix leaves the site.
Requirements for Felix to advance to the next stage, the Live Chat Helpers group
- The contributor accepts a question and reviews the question details
- He/she asks questions to ensure an understanding of the problem, optionally using canned responses for common troubleshooting questions.
- The agent either tries appropriate basic troubleshooting or searches the KB+forum for a solution.
- If the contributor needs help because troubleshooting doesn't work and a solution can't be found, he/she asks in #sumo.
- If he/she needs to leave before finishing the chat, he/she invites another helper or gives the user instructions to follow up later.