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Support:PRD: Difference between revisions

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Support:PRD (view source)

Revision as of 06:01, 10 October 2007

1,267 bytes removed ,  10 October 2007
Taking out no longer relevant content from chat section
(Taking out no longer relevant content from chat section)
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*Users should be able to access the live chat from the browser, with no download initially.  
*Users should be able to access the live chat from the browser, with no download initially.  
*Users should be prompted to ask a question or tell their problem before initiating the live chat (possibly some segmentation from a drop down menu).  
*Users should be prompted to ask a question or tell their problem before initiating the live chat (possibly some segmentation from a drop down menu).  
*That question or problem should be queried in the knowledge base and forum and suggest documents to the user.
*If those don’t help, users should be able to initiate the live chat, with that question/problem carrying over to the chat.
*The chat should appear to be a 1 to 1 communication.
*The chat should appear to be a 1 to 1 communication.
*Interface should also include statements e.g.: “Don't give out personal info” (credit cards, usernames, passwords, etc).
*Interface should also include statements e.g.: “Don't give out personal info” (credit cards, usernames, passwords, etc).
 
'''Support Volunteer Interface/Experience:'''
(This is not a requirement but rather a request for future enhancement: Integrate with IRC to tap in to existing IRC support community, make collaboration easier for more complex support questions, and enables peer review to ensure high quality responses. Although it will actually be 1-->group, it will appears as one-to-one for the user. Helpers will have simple solution to directly address user, while collaborating with others.)


'''Chat Workflow (not up to date):'''
'''Functionality:'''
*User asks question and logs into web-based chat
*Bot gives welcome user
*Question goes to special channel on IRC, private, supporters only
*Supporters respond using that user's nic--User requesting support gets assigned an alias (should be alpha order and cycling [aardvark, balognia, cat, ... abercrombie, bbital, etc] to make it easier for supporter to respond)
*After session is complete, users are asked to rate the experience
 
'''Functionality:'''
* Ability for browser info to appear to the supporter (version, OS, etc) 
* Ability to push screenshots to users during chat session
* Ability to push screenshots to users during chat session
** Way to get screenshots from users
** Way to get screenshots from users
Majken
Confirmed users
172

edits

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