Support/Live Chat/Engineering Plan: Difference between revisions

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This document is geared towards the developers and designers for this project (present and future)
This document is geared towards the developers and designers for this project (present and future)
= Summary =
= Summary =


[http://docs.google.com/drawings/pub?id=1zkC2epZmdevGn-eS3IIo87pOAobCmj0CWauU-hK_vGM&w=960&h=720 Top Level Architecture] [[https://docs.google.com/drawings/edit?id=1zkC2epZmdevGn-eS3IIo87pOAobCmj0CWauU-hK_vGM&hl=en edit]]
== todo ==


This page is a summation of the client side interfaces to this system.  They are built using html, css, and javascript.
* ''Continue to add and evolve the user stories, then refactor the milestones to be primarily a list of userstories to implement for that milestone.''


== Key actors ==


* '''User''' : This is the community member with the issue/concern they would like to get resolved using the live chat tool
[http://docs.google.com/drawings/pub?id=1zkC2epZmdevGn-eS3IIo87pOAobCmj0CWauU-hK_vGM&w=960&h=720 Top Level Architecture] [[https://docs.google.com/drawings/edit?id=1zkC2epZmdevGn-eS3IIo87pOAobCmj0CWauU-hK_vGM&hl=en edit]]


* '''Helper''' : These are community members who are helping the Users to resolve their issues using this Live chat tool as the communication medium.
This page is a summation of the client side interfaces to this system. They are built using html, css, and javascript.  


* '''Monitor''' : These are admin types (room monitors) who have the ability to  
== Key actors  ==
** ____________
 
** ____________
*'''User''' : This is the community member with the issue/concern they would like to get resolved using the live chat tool
 
*'''Helper''' : These are community members who are helping the Users to resolve their issues using this Live chat tool as the communication medium.
 
*'''Monitor''' : These are admin types (room monitors) who have the ability to  
**____________  
**____________


= Security =  
= Security =  
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Is there a single authentication store and then authorization levels (roles) for Helpers and Monitors?
Is there a single authentication store and then authorization levels (roles) for Helpers and Monitors?
'''notes started here:''' https://wiki.mozilla.org/Support/Live_Chat/Web_Client/Kitsune_integration#Step_2:_authentication_.28existing_system_for_CSAT.29


= Browser support =
= Browser support =
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*Integrated "follow up in the forum" button to send the user to create a new forum thread that is linked to the chat.  
*Integrated "follow up in the forum" button to send the user to create a new forum thread that is linked to the chat.  
**We are already doing this with the SUMO forum, but it needs to be re-implemented to support Kitsune and be more user-friendly.
**We are already doing this with the SUMO forum, but it needs to be re-implemented to support Kitsune and be more user-friendly.
= Overall Chat Interface for Helper =
[[image:Sumo-webclient2.png|thumbnail|right]]
{{clr}}


= User Stories =
= User Stories =


== User Login (u.1) ==
== Actor: User ==
 
=== User Login (u.1) ===
[[image:Livechat-mockup9.png|thumbnail|right]]
[[image:Livechat-mockup9.png|thumbnail|right]]


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{{clr}}
{{clr}}


== User Ask a New Question (u.2) ==
=== User Ask a New Question (u.2) ===
[[image:Livechat-mockup3.png|thumbnail|right]]
[[image:Livechat-mockup3.png|thumbnail|right]]


Line 95: Line 111:
{{clr}}
{{clr}}


== User Waiting in Queue (u.3) ==
=== User Waiting in Queue (u.3) ===
[[image:Livechat-mockup4.png|thumbnail|right]]
[[image:Livechat-mockup4.png|thumbnail|right]]


{{clr}}
{{clr}}
== User Talking to Helper (u.4) ==
=== User Talking to Helper (u.4) ===
[[image:Livechat-mockup5.png|thumbnail|right]]
[[image:Livechat-mockup5.png|thumbnail|right]]


{{clr}}
{{clr}}
== User Transferred back to Queue by helper (u.5) ==
=== User Transferred back to Queue by helper (u.5) ===
[[image:Livechat-mockup6.png|thumbnail|right]]
[[image:Livechat-mockup6.png|thumbnail|right]]


{{clr}}
{{clr}}
== User Ends chat (u.6) ==
=== User Ends chat (u.6) ===
[[image:Livechat-mockup7.png|thumbnail|right]]
[[image:Livechat-mockup7.png|thumbnail|right]]


{{clr}}
{{clr}}
== User Continues a previous chat (u.7) ==
=== User Continues a previous chat (u.7) ===
[[image:Livechat-mockup8.png|thumbnail|right]]
[[image:Livechat-mockup8.png|thumbnail|right]]


{{clr}}
{{clr}}


== Helper Logs in (h.1) ==
== Actor: Helper ==
<note> ''same as helpers (have same interface), except with room monitors is that they can join arbitrary chats''
=== Helper Logs in (h.1) ===


{{clr}}
{{clr}}


== Helper Sends User back to Queue (h.2) ==
=== Helper Sends User back to Queue (h.2) ===


{{clr}}
{{clr}}


== Monitor Logs In (m.1) ==
== Actor: Monitor ==
 
=== Monitor Logs In (m.1) ===
 


{{clr}}
{{clr}}

Latest revision as of 16:54, 21 May 2010

This document is geared towards the developers and designers for this project (present and future)

Summary

todo

  • Continue to add and evolve the user stories, then refactor the milestones to be primarily a list of userstories to implement for that milestone.


Top Level Architecture [edit]

This page is a summation of the client side interfaces to this system. They are built using html, css, and javascript.

Key actors

  • User : This is the community member with the issue/concern they would like to get resolved using the live chat tool
  • Helper : These are community members who are helping the Users to resolve their issues using this Live chat tool as the communication medium.
  • Monitor : These are admin types (room monitors) who have the ability to
    • ____________
    • ____________

Security

What authentication / authorization concerns are there for the various user stories?

Is there a single authentication store and then authorization levels (roles) for Helpers and Monitors?

notes started here: https://wiki.mozilla.org/Support/Live_Chat/Web_Client/Kitsune_integration#Step_2:_authentication_.28existing_system_for_CSAT.29

Browser support

is there an existing browser support spec for mozilla projects in general or do we have a special list for this?

Performance Expectations

Fast response time, able to handle 30+ chatrooms with 50+ total people

How do we load test in a repeatable fashion?

Milestones

0.1.0

Goal: Implement minimal feature set to demonstrate proof of concept and spot technical and UX issues.

Features:

  • Supports generic chat features that are expected from a chat client
    • Roster to show logged in users, plus users in each chatroom
    • Flexible notifications for invitations (new chat request alerts with an accept/cancel response and have a countdown timer)
    • Tab-based interface for chats, with a flexible sidebar for showing status information
    • hyperlinking of URLs in messages
  • Primary User Stories
    • Live Chat helper workflow
    • Firefox user workflow
    • Room monitor/admin workflow
  • Features For Helper
    • Canned responses sorted by category %%sam Global canned or per user (or both) %%
    • Inviting both individuals and entire workgroups into chatrooms
    • Viewing archived logs
    • Viewing "more details" on each chat (user-agent, installed plugins,

0.2.0

Goal Implement the minimum set of features required for a release candidate

Features

  • Ability to recover from browser crashes and accidental tab closings
  • Formatting for messages (buttons for b, em, etc)
  • Visual tab indicators so that helpers can quickly identify chats that need immediate action (color coded tabs in PRD)
  • Audio indicators for helpers and users
  • Integration with SUMO/Kitsune search, for quickly finding and linking KB articles without going to another window
  • Integrated "follow up in the forum" button to send the user to create a new forum thread that is linked to the chat.
    • We are already doing this with the SUMO forum, but it needs to be re-implemented to support Kitsune and be more user-friendly.

Overall Chat Interface for Helper

Sumo-webclient2.png



User Stories

Actor: User

User Login (u.1)

Livechat-mockup9.png
  • user with an issue goes to http://support.mozilla.com/en-US/kb/Live+Chat and clicks login link
  • dialog appears to allow them to provide username and pw and submit. Also there is a create account link if they do not have an account.
  • once they have a valid account and submit the correct username and pw they are taken to u.2


User Ask a New Question (u.2)

Livechat-mockup3.png
  • User is presented with a New Question form.
  • top of the form shows the live chat status, if status in one of these states: _______ the form is enabled. Else copy shows ______________
  • Form fields are
    • Question (required)
    • Nickname (required)
    • AddOns (optional)
    • Browser Version (pre-filled but editable, required)
    • OS version (pre-filled but editable, required)
    • "Did you search the Knowledge Base first?" y/n question (required)
  • The user fills in the form (makes corrections if validation does not pass) and submits
  • User is taken to u.3


User Waiting in Queue (u.3)

Livechat-mockup4.png


User Talking to Helper (u.4)

Livechat-mockup5.png


User Transferred back to Queue by helper (u.5)

Livechat-mockup6.png


User Ends chat (u.6)

Livechat-mockup7.png


User Continues a previous chat (u.7)

Livechat-mockup8.png


Actor: Helper

<note> same as helpers (have same interface), except with room monitors is that they can join arbitrary chats

Helper Logs in (h.1)


Helper Sends User back to Queue (h.2)


Actor: Monitor

Monitor Logs In (m.1)


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