Support/Live Chat/Engineering Plan

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

User Stories

Actor: User

User Login (u.1)

• 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)

• 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)

User Talking to Helper (u.4)

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

User Ends chat (u.6)

User Continues a previous chat (u.7)

Actor: Helper

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