Support/Live Chat: Difference between revisions
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This is the project page for | This is the project page for creating the new Live Chat platform. For information on contributing, see [http://support.mozilla.com/en-US/kb/Helping+with+Live+Chat Helping with Live Chat]. | ||
==Project information== | ==What is Live Chat?== | ||
*[[Support/Live_Chat/Roadmap|Roadmap]] | |||
Live Chat is a component of SUMO that lets contributors collaborate among each other and do realtime chats with users. The primary goals of the project are to provide insight into the support process via user chats and to grow our community by providing an opportunity to work together on users' problems. | |||
Severe problems with our current software have prevented us from fully realizing the project's goals. Fixing these problems is necessary to allow Live Chat to properly utilize the paid and unpaid resources devoted to it. | |||
==Vision statement== | |||
*Live Chat should specifically designed to give feedback on how to improve SUMO articles | |||
*We should be able to focus Live Chat to obtain valuable information on specific Firefox problems that we can't easily get from another channel. | |||
*A streamlined user experience to get new contributors into Live Chat and to offer them tools to connect with users to fulfill the goals of live chat. | |||
*A collaboration and training tool to help us get new users into the community. | |||
==Problems with Live Chat we will fix== | |||
*Chatting with a user can be a waste of time | |||
*Helping with Spark is confusing and frustrating | |||
*We don't leverage our data | |||
*We don't have a system for rewarding our chat contributors | |||
==PRD== | |||
* '''[[Support/Live Chat/Requirements|Explanation of core requirements (P1 features unless noted)]]''' | |||
* '''[[Support/Live Chat/UI|Mockups and UI suggestions]]''' | |||
* '''[[Support/Live Chat/Feedback loops|Data feedback loops]]''' | |||
* '''[[Support/Live Chat/User Stories|User stories]]''' | |||
==Meetings== | |||
Call-in details: | |||
*US, international via skype: 1-800-707-2533, password 369, conf 309# | |||
*US: 650-903-0800, ext 92, conf 309# | |||
===Agendas/notes=== | |||
*2011-04-28 | |||
*2011-04-26 | |||
*[http://etherpad.mozilla.com:9000/20110422-livechat-brainstorming 2011-04-22] | |||
*[http://etherpad.mozilla.com:9000/20110421-livechat-brainstorming 2011-04-21] | |||
*[http://etherpad.mozilla.com:9000/20110420-livechat-brainstorming 2011-04-20] | |||
*[http://etherpad.mozilla.com:9000/2011-livechat-plan 2011-04-08] | |||
*[http://etherpad.mozilla.com:9000/2011q2-chat-prd 2011-04-07] | |||
*[https://docs.google.com/document/d/12FUG8TWyTMmfE95bNSbuAP7ZHkF8mtLrMolJYVvr8iQ/edit?hl=en# 2011-04-01] | |||
==Older/outdated stuff== | |||
===Project information=== | |||
*[[Support/Live_Chat/Roadmap|2009 Roadmap]] | |||
*[[Support/Live_Chat/Node.js|New Node.js Server]] | *[[Support/Live_Chat/Node.js|New Node.js Server]] | ||
==PRD's== | ===PRD's=== | ||
*[[Support/Live Chat/Tags|Chat tags]] | *[[Support/Live Chat/Tags|Chat tags]] | ||
*[[Support/Live Chat/Web Client PRD|Web Client PRD]] | *[[Support/Live Chat/Web Client PRD|2009 Web Client PRD]] | ||
==Technical instructions== | ===Technical instructions=== | ||
*[[Support/Live Chat/Building| | *[[Support/Live Chat/Building|Openfire build instructions]] | ||
*[[Support/Live_Chat/Engineering_Plan| Engineering_Plan]] | *[[Support/Live_Chat/Engineering_Plan| Engineering_Plan]] | ||
*[[Support/Live_Chat/Web_Client/Kitsune_integration|Web Client Kitsune Integration]] | *[[Support/Live_Chat/Web_Client/Kitsune_integration|Web Client Kitsune Integration]] | ||
Latest revision as of 13:42, 12 October 2011
This is the project page for creating the new Live Chat platform. For information on contributing, see Helping with Live Chat.
What is Live Chat?
Live Chat is a component of SUMO that lets contributors collaborate among each other and do realtime chats with users. The primary goals of the project are to provide insight into the support process via user chats and to grow our community by providing an opportunity to work together on users' problems.
Severe problems with our current software have prevented us from fully realizing the project's goals. Fixing these problems is necessary to allow Live Chat to properly utilize the paid and unpaid resources devoted to it.
Vision statement
- Live Chat should specifically designed to give feedback on how to improve SUMO articles
- We should be able to focus Live Chat to obtain valuable information on specific Firefox problems that we can't easily get from another channel.
- A streamlined user experience to get new contributors into Live Chat and to offer them tools to connect with users to fulfill the goals of live chat.
- A collaboration and training tool to help us get new users into the community.
Problems with Live Chat we will fix
- Chatting with a user can be a waste of time
- Helping with Spark is confusing and frustrating
- We don't leverage our data
- We don't have a system for rewarding our chat contributors
PRD
Meetings
Call-in details:
- US, international via skype: 1-800-707-2533, password 369, conf 309#
- US: 650-903-0800, ext 92, conf 309#
Agendas/notes
- 2011-04-28
- 2011-04-26
- 2011-04-22
- 2011-04-21
- 2011-04-20
- 2011-04-08
- 2011-04-07
- 2011-04-01
Older/outdated stuff
Project information
PRD's
Technical instructions
dev servers
- sm-chat01 = in-development code
- dm-sumotools01 = latest svn