Title



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DESIGN CENTER

RELEASE 2.X

Product Requirements Document

05-16-00

David Hoyle

Engineering Management

|Author |Date |Comments |

|DPH |5-5-00 |First Draft |

|DPH |5-11-00 |Second Draft: implemented Product Mgmt. design changes (from review of |

| | |first draft). |

|DPH |5-16-00 |Third Draft: implemented Product Mgmt. design changes (from review of |

| | |second draft). |

|DPH |5-22-00 |Fourth Draft: implemented Product Mgmt. design changes (from review of |

| | |third draft). |

Table of Contents

1. Introduction 4

2. Requirement Overview 4

3. Functional Requirements 4

3.1. Performance 4

3.2. General Requirements 4

3.3. Data Access 5

3.4. System Settings 5

3.5. Groups 6

3.6. Skills 7

3.7. Users 8

3.8. Response Library 9

3.9. Wrap Codes 9

3.10. Documentation 9

4. Nonfunctional Requirements 9

5. User Interfaces 10

5.1. General User Interface Requirements 10

5.1.1. Navigation Bar 10

5.1.2. Column Headings 10

5.1.3. Messages 10

5.1.4. Command Buttons 10

5.1.5. 11

5.2. Design Center Overview Page 12

5.3. System Settings 15

5.4. Groups (list) 17

5.5. Edit Group 19

5.6. Create New Group 20

5.7. Skills (list) 21

5.8. Edit Skill 22

5.9. Create New Skill 23

5.10. Users list 24

5.10.1. Display All (default) 24

5.10.2. Filter the Users List 25

5.10.3. Filtered Users List 26

5.11. Edit User 27

5.12. Create New User 30

5.13. Response Library 32

5.13.1. Tree 32

5.13.2. Widget Panel 36

5.14. Wrap Codes (list) 39

5.15. Edit Wrap Code 40

5.16. Create New Wrap Code 41

6. External Interfaces and Database Requirements 42

7. Exception Handling 42

8. Organizational Impact 42

9. Foreseeable Modifications and Enhancements 42

10. Timetable 42

11. References 42

12. Glossary 42

13. Issues 42

13.1. Angle Brackets 42

13.2. Groups Database Issues 43

13.3. Skills Database Issues 43

13.4. Wrap Code Database Issues 43

13.5. xxxx 43

13.6. 43

Introduction

This document describes the requirements and user interface of the design center for !heycenter release 2.x.

Requirement Overview

The design center is a Web application service that enables agents, supervisors, and site administrators to log on and perform tasks. Agents can interact with customers. Supervisors can monitor agents and generate reports. Site administrators can administer groups, skills, wrap codes, the response library, and agents and supervisors on a per account basis.

Functional Requirements

1 Performance

• The design center must be reliably available from any physical location, provided that the agent’s computer and Internet connection meet the minimum requirements outlined in section 4 of this document.

• Under normal operating circumstances, each design center page should take no longer than 10 seconds to load over a 56 Kbps dial-up connection.

• The design center pages must gracefully recover from network and software errors whenever possible.

• Error messages must be meaningful to users, and must describe clearly expected user behavior where appropriate.

2 General Requirements

All command buttons will be highlighted (a mouse-over/mouse-out image swap) when the mouse is dragged over the button.

All column headings with sorting functionality will be replaced with a “selected” label (via an image swap or text rollover) when the heading is selected. This will provide a visual clue that the list is sorted based on the currently selected column. The default sorting criterion is ascending alphabetical order. The sorting order will toggle between ascending and descending alphabetical order each time a column heading is reselected.

All unsaved changes made on each of the Design Center pages will be lost if the user uses the navigational tools (the navigation bar or the Back button) to leave the page.

3 Data Access

Data access is limited to site administrators only. Each site administrator’s data access is limited to his/her account.

4 System Settings

Site administrators will be able to create and edit automatic messages and global agent interaction settings. Agents are assigned to groups for routing purposes. Incoming requests can specify one or more groups in order to find the best available agent. Examples are sales and support groups.

The Edit Settings page is displayed when System Settings is selected (in the navigation bar). The Edit Settings page is used to edit automatic messages and global agent interaction settings. The settings are defined in the following table:

|Setting Name |Default Value |Description |

|Automatic Greeting |Hello, . This is |Displays the text (greeting) message that is displayed after |

| |. How may I help you? |the customer is routed to an agent. The variables |

| | | and can be used within the |

| | |message. Field size: 50 characters wide x 6 characters |

| | |high. |

|Queue Message |Thank you, , for your |Displays the text message that is displayed while the |

| |request. A customer service |customer is being routed to an agent. The variable |

| |representative will be with you shortly | can be used within the message. Field size: |

| | |50 characters wide x 6 characters high. |

|No Agents Message |There are currently no agents available to|Displays the text message that is displayed when there are no|

| |handle your request. Please try again |agents available to accept customer interactions. The |

| |later. |variable can be used within the message. |

| | |Field size: 50 characters wide x 6 characters high. |

|Interaction Control |Agents can reject requests. |Lets the user choose whether or not to let agents reject |

| |Request timeout default value is 30 |interaction requests. If agents are allowed to reject |

| |seconds. |requests, a visual notification with an editable timeout is |

| | |enabled (unanswered requests are returned to the queue after |

| | |the timeout period). If agents cannot reject requests, a |

| | |visual notification with an editable timeout period can be |

| | |enabled or disabled. The timeout values must be positive |

| | |integers between 0-9999 (seconds). The timeout boxes are |

| | |only available (editable) when the applicable option has been|

| | |selected. |

| Wrap-up Control |Wrap-up is on. |Lets the user choose to disable or enable wrap-up. If |

| |Wrap-up timeout is disabled. |wrap-up is enabled, the user can enable or disable an |

| |Wrap-up timeout default value is 30 |editable timeout period. Interactions in wrap-up mode are |

| |seconds. |automatically ended after the wrap-up timeout period. |

| | |Timeout value must be a positive integer 0-999 (seconds). |

| | |Timeout box is only available (editable) when the wrap-up |

| | |timeout is enabled. |

The user can make and save changes to the settings, revert to the last saved settings, or restore the default message for individual settings.

The variables , , and can be used to display the customer, agent, and company name (for the current interaction) within the Automatic Greeting, Queue Message, and No Agents Message fields. Hot keys will be created to enter each variable. The variables can also be typed in manually. Any other text strings entered between angle brackets will be treated as a normal text string.

All of the message fields will support the use of following embedded HTML links:

|Link |Description |

| |Creates a hyperlink. |

| |Creates a mailto link. |

| |Links to that target location from elsewhere in the document. |

5 Groups

Site administrators will be able to create and edit agent groups. Agents are assigned to groups for routing purposes. Incoming requests can specify one or more groups in order to find the best available agent. Examples are sales and support groups.

The Groups page lists the current agent groups, and consists of two columns: Name and Description. The list can be sorted by clicking the column headings. The default sorting criterion is ascending alphabetical order. The sorting order will toggle between ascending and descending alphabetical order each time a column heading is reselected. Name is required, and is limited to 32 characters; Description is optional, and is limited to 255 characters.

The Groups page can be used to delete one or more groups, select a group to edit, or open the Create a New Group page. When a group is deleted, it is removed from the profile of all agents in the group.

General Group Rules:

• Each agent must belong to at least one group.

• Because each agent must belong to at least one group, it is not possible to delete all groups.

• A group cannot be deleted if any agent belongs only to that one group.

• When a group is deleted, it is removed from the Groups list and the profile of all members of the group. The update occurs immediately for agents who are not logged on to the Agent console. For agents who are logged on to the Agent console, the update does not occur until they log off.

• Groups can be renamed (by entering a new name on the Edit Group page and clicking Save).

• When a group is renamed, the name is updated in the user profile of every member of the original group. The update occurs immediately for agents who are not logged on to the Agent console. For agents who are logged on to the Agent console, the update does not occur until they log off.

6 Skills

Site administrators will be able to create and edit agent skills. Skills are assigned to agents for routing purposes. Incoming requests can specify one or more skills in order to find the best available agent. Examples are language skills such as Spanish and French.

The Skills page lists the current agent skills, and consists of two columns: Name and Description. The list can be sorted by clicking the column headings. The default sorting criterion is ascending alphabetical order. The sorting order will toggle between ascending and descending alphabetical order each time a column heading is reselected. Name is required, and is limited to 32 characters; Description is optional, and is limited to 255 characters.

The Skills page can be used to delete one or more skills, select a skill to edit, or open the Create a New Skill page. When a skill is deleted, it is removed from the profile of all agents with the assigned skill.

General Skill Rules:

• When a skill is deleted, it is removed from the profile of all agents with the assigned skill. The update occurs immediately for agents who are not logged on to the Agent console. For agents who are logged on to the Agent console, the update does not occur until they log off.

• Skills can be renamed. When a skill is renamed, the name is updated in the profile of every agent with the original skill. The update occurs immediately for agents who are not logged on to the Agent console. For agents who are logged on to the Agent console, the update does not occur until they log off.

7 Users

The Users page lists the current users, and consists of four columns: Last Name, First Name, E-mail, and Description. The list can be sorted in ascending alphabetical order based on first name, last name, e-mail address, or Description by clicking each column heading. The list can also display users based on any combination of user type, group assignments, and skill assignments.

The Users page can be used to delete one or more users, select a user to edit, or open the Create a New User page.

The following table describes the types of users and their privileges:

|User Type |Privileges |

|Agent |Access to the Agent console. |

|Supervisor |Access to the Supervisor console. |

|Site Administrator |Access to the Design Center console. |

• Site administrators will be able to create and edit users (agents and supervisors), and assign user groups and skills.

• A site administrator cannot create other site administrators.

• Only one site administrator can be active at one time.

• There must be at least one group defined before a user with agent privileges can be created.

• Users can be renamed.

8 Response Library

The Response Library lets site administrators enter predefined text items and URLs that agents can add to messages when handling text chat interactions in the Agent Console. The Response Library uses an expandable and collapsible tree control with folders and subfolders for organizing responses.

9 Wrap Codes

Site administrators will be able to create and edit agent wrap codes. Wrap codes are used to label concluded interactions for reporting purposes.

The Wrap Codes page lists the current wrap codes, and consists of two columns: Name and Description. The list can be sorted by clicking the column headings. The default sorting criterion is ascending alphabetical order. The sorting order will toggle between ascending and descending alphabetical order each time a column heading is reselected. Name is required, and is limited to 32 characters; Description is optional, and is limited to 255 characters.

Clicking a wrap code name (in the Name column) opens the Edit Wrap Code page and displays the current data for the selected wrap code. Clicking the New button opens the Create New Wrap Code page.

To delete items in the list, the user selects one or more check boxes, then clicks the Delete button. A warning message will be displayed before the delete command is carried out.

10 Documentation

• The design center must provide on-line, Web-based Tips and How-to’s for all functionality.

• The design center must provide consistent access to Tips and How-to’s.

Nonfunctional Requirements

The system requirements for the agent console are as follows:

• An Internet connection

• 56 Kbps dial-up connection or faster

• Microsoft Windows 95, Windows 98, Windows NT 4.0, or Windows 2000

• Microsoft Internet Explorer v. 4.01 with Service Pack 2 or higher

• JavaScript support must be enabled

!hey inc. must provide an appropriate level of training to design center users.

User Interfaces

1 General User Interface Requirements

1 Navigation Bar

The Design Center navigation bar appears on the left side of the overview page and of every reports parameter page in the !heycenter reports area. The navigation bar provides consistent and persistent access to the parameters page for each !heycenter report.

Each entry in the navigation bar is an image that links to a specific reports parameter page. Clicking an entry in the navigation bar displays the reports parameter page for the selected report. Each navigation bar image has three versions:

|Version |Sample Image |

|Unselected |[pic] |

|Mouse-over |[pic] |

|Selected |[pic] |

2 Column Headings

3 Messages

4 Command Buttons

Save, Cancel, New, Delete

5

2 Design Center Overview Page

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Description

The Design Center overview page is used to access all of the design center pages. A navigation bar (column) on the left side of the page provides access to the design center pages. A link is also provided to the Design Center How-To’s.

Each navigation bar label is replaced with a highlighted label (graphic) when a mouse-over event occurs (when the mouse is passed over the label), and the original label image is restored on mouse-out. The navigation bar label for the currently selected item is replaced with a “selected” label (graphic). When an Edit page is opened, the Create New navigation bar label is replaced with an Edit label (highlighted):

[pic]

The following table describes the navigation bar links:

|Name |Description |

|> design center |Opens the design center overview page. |

|> system settings |Opens the edit settings page. |

|> manage groups |Opens the groups page. |

|> manage skills |Opens the skills page. |

|> manage users |Opens the users page. |

|> manage responses |Opens the Response Messages page. |

|> manage wrap codes |Opens the wrap codes page. |

|design center how-to’s |Opens the how-to overview page. |

3 System Settings

Screen shot: top of Edit Settings page

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Screen shot: bottom of Edit Settings page

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Description

The Edit Settings page is used to edit automatic messages and global agent interaction settings.

The Save, Reset, and Defaults buttons are inactive (unavailable) until changes are made on the Edit Settings page. Each command button on the Edit Settings page will be highlighted (a mouse-over/mouse-out image swap) when the mouse is dragged over the button. The Save button saves all changes made on the Edit Settings page, Reset reverts to the last saved changes, and Defaults restores the default messages and settings (the default messages and settings are described in the Fields table).

The variables , , and can be used to display the customer, agent, and company name (for the current interaction) within the messages. Any other text strings entered between brackets will be treated as a normal text string.

The Save, Reset, and Defaults buttons are inactive (unavailable) until changes are made on the Edit Settings page. The Save button saves all changes made on the Edit Settings page, Reset reverts to the last saved changes, and Defaults restores the default messages and settings (the default messages and settings are described in the Fields table).

The Incoming Interactions box lets the user choose whether or not to let agents reject interaction requests. If agents are allowed to reject requests, a visual notification with an editable timeout is enabled (unanswered requests are returned to the queue after the timeout period). If agents cannot reject requests, a visual notification with an editable timeout period can be enabled or disabled. The timeout values must be positive integers between 0-9999 (seconds). The timeout boxes are only available (editable) when the applicable option has been selected.

The Wrap-up box lets the user choose to disable or enable wrap-up. If wrap-up is enabled, the user can enable or disable an editable timeout period. Interactions in wrap-up mode are automatically ended after the wrap-up timeout period. The timeout value must be a positive integer 0-999 (seconds). The timeout box is only available (editable) when the wrap-up timeout is enabled (selected).

Error Messages

Validation occurs when the Save button is clicked.

1. No text entered in Automatic Greeting box: “Please enter a greeting message.” (OK)

2. No text entered in Queue Message box: “Please enter a queue message.” (OK)

3. No text entered in No Agents Message box: “Please enter a No Agents Are Available message. (OK)”

4. Invalid value entered in either timeout box: “Please enter a positive integer value 0-999.” (OK)

For each of these error messages, when the user clicks OK:

• The error message window is closed.

• The focus is transferred to the applicable field. If more than one error message is displayed, the focus is transferred to the top-most field.

4 Groups (list)

Screen shot

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Description

The Groups page lists the current agent groups. The list is sorted in ascending alphabetical order by group Name. Clicking the Description column-heading sorts the list in ascending alphabetical order by Description. Clicking the Name column heading reverts to the original order (sorts the list in ascending alphabetical order by Name). Name is a required field; Description is optional.

Clicking a group name (in the Name column) opens the Edit Group page and displays the current data for the selected group. Clicking the New button opens the Create New group page.

To delete items in the list, the user selects one or more check boxes, then clicks the Delete button. Clear All clears all of the check boxes. A warning message will be displayed before the delete command is carried out. When a group is deleted, it is removed from the profile of all agents in the group.

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection? (Yes/No)”

Clicking Yes deletes the item and redisplays the list. Clicking No cancels the deletion and redisplays the list.

2. When the user tries to delete a group that is the only group assigned to one or more agents: “This group cannot be deleted because it is the only group assigned to the following agent(s): , , . Please reassign these agents to another group, then try again. ” (OK)

3. When the user tries to delete all of the items in the Groups list: “You cannot delete all groups – each agent must be assigned to at least one group.” (OK)

5 Edit Group

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Description

The Edit Group page is used to edit a group’s name and description. Group Name is required; Description is optional. Each of these text boxes is 25 characters wide.

The Save button saves any changes made on the Edit Group page, closes the Edit Group page, redisplays the Groups page, and updates all group members with the new information.

Cancel closes the Edit Group page without saving changes, and redisplays the Groups page.

Delete deletes the selected group(s), closes the Edit Group page, and redisplays the Groups page.

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection(s)? ” (Yes/Cancel)

2. When the user tries to delete a group that is the only group assigned to one or more agents: “This group cannot be deleted because it is the only group assigned to the following agent(s): , , . Please reassign these agents to another group, then try again. ” (OK)

3. When user clicks the save button and nothing is entered in the Name box: “Please enter a group name (OK).”

4. When the user enters a name that has already been used: “A group with that name already exists. Please enter a new group name.” (OK)

6 Create New Group

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Description

The Create New Group page is used to create a new group. Group Name is required; Description is optional. Each of these text boxes is 25 characters wide.

The Save button saves the new group information, closes the Create New Group page, and redisplays the Groups page. Information is not saved unless the user clicks the Save button.

Cancel closes the Create New Group page without creating a new group, and redisplays the Groups page.

Error Messages

1. When the user enters an existing group name, and then clicks save: “A group with that name already exists. Please enter a new group name.” (OK)

7 Skills (list)

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Description

The Skills page lists the current agent skills. The list is sorted in ascending alphabetical order by skill Name. Clicking the Description column-heading sorts the list in ascending alphabetical order by Description. Clicking the Name column heading reverts to the original order (sorts the list in ascending alphabetical order by Name). Name is a required field; Description is optional.

Clicking a skill name (in the Name column) opens the Edit Skill page and displays the current data for the selected skill. Clicking the New button opens the Create New Skill page.

To delete items in the list, the user selects one or more check boxes, then clicks the Delete button. Select All and Clear All can be used to select or clear all of the check boxes. A warning message will be displayed before the delete command is carried out. When a skill is deleted, it is removed from the profile of all agents with the assigned skill.

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection? (Yes/No)”

Clicking Yes deletes the item and redisplays the list. Clicking No cancels the deletion and redisplays the list.

8 Edit Skill

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Description

The Edit Skill page is used to edit a skill’s name and description. Skill Name is required; Description is optional. Each of these text boxes is 25 characters wide.

The Save button saves any changes made on the Edit Skill page, closes the Edit Skill page, and redisplays the Skills page. When a skill is renamed (when a new name is entered in the Skill Name box), the name is updated in the profile of every user with the original skill.

Cancel closes the Edit Skill page without saving changes, and redisplays the Skills page.

Delete deletes the skill, closes the Edit Skill page, and redisplays the Skills page. When a skill is deleted, it is removed from the profile of all agents with the assigned skill.

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection(s)? ” (Yes/Cancel)

2. When user clicks the save button and nothing is entered in the Name box: “Please enter a skill name (OK).”

9 Create New Skill

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Description

The Create New Skill page is used to create a new skill. Skill Name is required; Description is optional. Each of these text boxes is 25 characters wide.

The Save button creates a new skill with the information entered on the Create New Skill page, closes the Create New Skill page, and reopens the Skills page. Information is not saved unless the user clicks the Save button.

Cancel closes the Create New Skill page without creating a new skill, closes the Create New Skill page, and reopens the Skills page.

10 Users list

1 Display All (default)

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Description

The Users page lists the current users. When the Users page is opened for the first time, all users are displayed (all users are also displayed when all types, groups, and skills have been selected on the Sort the Users List page). The default sorting criterion for the list is ascending alphabetical order by Last Name.

Clicking the First Name column heading sorts the list in ascending alphabetical order by First Name. Clicking the E-mail column-heading sorts the list in ascending alphabetical order by E-mail address (usually the user name). Clicking the Description column-heading sorts the list in ascending alphabetical order by Description. Clicking the Last Name column heading reverts to the original order (sorts the list in ascending alphabetical order by Last Name). Description is the only optional field.

The list can also display users based on any combination of user type, group assignments, and skill assignments by clicking the Filter the Users List link (see section 5.9.2 for more information).

Clicking either a first or last name opens the Edit User page and displays the current data for the selected user. Clicking the New button opens the Create New User page.

To delete items in the list, the user selects one or more check boxes, then clicks the Delete button. Select All and Clear All can be used to select or clear all of the check boxes. A warning message will be displayed before the delete command is carried out.

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection? (Yes/Cancel)”

2 Filter the Users List

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Description

The Filter the Users List page is used to display users in all groups, or to display user subsets based on any combination of user type, group assignments, and skill assignments. The Any/All selection boxes are used to specify whether the list will be filtered based on any or all of the selected groups and skills.

Users click to select a list item; clicking again clears the selection. CTRL-click enables the user to select one or more list items. SHIFT-click is used to select a continuous range of list items. Clicking the OK button closes the Filter the Users List page and redisplays the Users page filtered with the selected criteria.

3 Filtered Users List

[pic]

Description

After the OK button is selected on the Filter the Users List page, the Users page is redisplayed with the new filtering criteria displayed under the title bar. The same filtering criteria and command functions described in section 5.9.1 also apply to the redisplayed list. If all types of users in all groups have been selected, “Currently displaying all users” is displayed under the title bar (rather than the filtering criteria).

11 Edit User

[pic]

Description

The Edit User page is used to edit a user’s name(s), password, and group and skill assignments. First Name, Last Name, Password, and User Type are required fields.

The Save button saves any changes made on the Edit User page, closes the Edit User page, and redisplays the Users page.

Cancel closes the Edit User page without saving changes, and redisplays the Users page.

Delete deletes the user, closes the Edit User page, and redisplays the Users page.

The following table lists the textual data that can be edited on the Edit User page. Each of these text boxes is 32 characters wide:

|Field Label |Description |

|First Name |The first name of the selected user. |

|Last Name |The last name of the selected user. |

|Email |The e-mail address of the selected user. |

|Password |The password assigned to the selected user. |

|Description |Description of the selected user. |

|User Type |The user type: agent or supervisor. |

The Agent Profile box is only available if the Agent user type has been selected. Group assignments are assigned to an agent by selecting a group from the Unassigned Groups list and clicking the < button. Agent group assignments are removed by selecting one or more groups from the Assigned Groups box and clicking the > button. Each agent must be assigned to at least one group.

Skill assignments are added to an agent by selecting a group from the Unassigned Skills list and clicking the < button. Agent skill assignments are removed by selecting one or more groups from the Assigned Skills box and clicking the > button.

The Maximum Number of Concurrent Interactions box specifies the maximum number of interactions the agent can have at any one time. This field is limited to one character (1-9).

For this release, interaction types are not included on the Edit and Create User pages, but the database structure should be designed to accommodate multiple interaction types (chat, voice, e-mail, etc.) that will be assigned to users on the Edit and Create User pages.

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection? (Yes/Cancel)”

2. When user clicks the save or delete button and nothing is entered in one of the required text boxes (the Description box is not required) or one of the User Type check boxes: “Please enter a .” (OK)

12 Create New User

[pic]

Description

The Create New User page is used to create a new user, including the user’s name(s), password, and group and skill assignments. First Name, Last Name, Password, and User Type are required fields.

The Save button creates a new user with the information entered on the Create New User page, closes the Create New User page, and redisplays the Users page.

Cancel closes the Create New User page without creating a new user, and redisplays the Users page.

The following table lists the textual data that can be edited on the Create New User page. Each of these text boxes is 32 characters wide:

|Field Label |Description |

|First Name |The first name of the selected user. |

|Last Name |The last name of the selected user. |

|Email |The e-mail address of the selected user. |

|Password |The password assigned to the selected user. |

|Description |Description of the selected user. |

|User Type |The user type: agent or supervisor. |

The Agent Profile box is only available if the Agent user type has been selected. Group assignments are assigned to an agent by selecting a group from the Unassigned Groups list and clicking the < button. Agent group assignments are removed by selecting one or more groups from the Assigned Groups box and clicking the > button. Each agent must be assigned to at least one group.

Skill assignments are added to an agent by selecting a group from the Unassigned Skills list and clicking the < button. Agent skill assignments are removed by selecting one or more groups from the Assigned Skills box and clicking the > button.

The Maximum Number of Concurrent Interactions box specifies the maximum number of interactions the agent can have at any one time. This field is limited to one character (1-9).

For this release, interaction types are not included on the Edit and Create User pages, but the database structure should be designed to accommodate multiple interaction types (chat, voice, e-mail, etc.) that will be assigned to users on the Edit and Create User pages.

13 Response Library

The Response Library lets site administrators enter predefined text items and URLs that agents can add to messages when handling text chat interactions in the Agent Console. The Response Library uses an expandable and collapsible tree control with folders and subfolders for organizing responses.

The Response Library is accessible by clicking the Response Library image link in the Design Center navigation bar.

[pic]

Response Library page

1 Tree

The tree is an expandable/collapsible, multi-level representation of the folders, subfolders, text items, and URL items included in the Response Library. The tree has vertical and horizontal scrollbars for viewing existing items. Items in the tree are manually sortable using the Arrow buttons, as described in section 1.1.1.1.

The following table shows the icons used in the tree:

|Icon |Description |

|[pic] |Response Library item closed (no folders, text items, or URL items in the tree) |

|[pic] |Response Library item open (there is at least one item in the tree) |

|[pic] |Folder item closed (folder is closed or contains no items) |

|[pic] |Folder item open |

|[pic] |Text item |

|[pic] |URL item |

1 Arrow Buttons

Sorting of the items in the tree is manual by means of the four Arrow buttons that appear at the bottom of the tree control.

|Button |Images |Behavior |

|Up Arrow |[pic] [pic] |Moves the selected item one position up in the tree. If the next position up is within another folder, moves |

| | |the selected item to the last position in that folder even if the folder is on another level of the tree |

| | |hierarchy. |

| | |Unavailable when the Response Library item is selected, or when the first item in the tree (after the Response |

| | |Library item) is selected. |

|Down Arrow |[pic] [pic] |Moves the selected item one position down in the tree. If the next position down is within another folder, |

| | |moves the selected item to the first position in that folder even if the folder is on another level of the tree |

| | |hierarchy. |

| | |Unavailable when the Response Library item is selected, or when the last item in the tree is selected. |

|Left Arrow |[pic] [pic] |Moves the selected item to the next level up in the tree hierarchy without changing its position in the tree. |

| | |Unavailable when the Response Library item is selected, or when the selected item is at the top-most level of |

| | |the tree hierarchy. |

|Right Arrow |[pic] [pic] |Moves the selected item to the next level down in the tree hierarchy without changing its position in the tree. |

| | |Unavailable when the Response Library item is selected, or when the selected item is at the bottom-most level of|

| | |the tree hierarchy. |

2 Add Item Button

Clicking the Add Item button opens the Add Item window. Selecting Folder, Text, or URL from the Type selection box determines the type of item to be created, and changes the controls in the bottom part of the window. Required fields are marked with a green asterisk.

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Add Item window: Folder selected

[pic]

Add Item window: Text Item selected

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Add Item window: URL Item selected

Clicking the OK button validates the required entries. If the entries pass validation, the window closes, the new item is added to the tree as a new entry immediately below the entry in tree that was selected when the Add Item button clicked, and the newly created item is selected. Clicking the Add Item window close box is equivalent to clicking the OK button.

Validation checks to make sure that the required fields are not null, and that the item name is unique within its container (folder or Response Library item). If validation fails, a standard error message window appears describing the failure. Clicking OK or the window close box in the error message window closes the error message window and puts focus in the control that contains the invalid entry in the Add Item window.

|Condition |Error Message |

|Name field is null |“You must enter a name.” |

|Name is non-unique within its container |“The name you entered is already in use. You must use a unique name.” |

Clicking the Cancel button closes the window and discards any changes. Focus returns to the previously selected item on the Response Library page.

2 Widget Panel

The Widget Panel appears to the right of the tree. The Widget Panel controls change depending on the type of item currently selected in the tree. The controls show the currently saved properties of the selected item. The Save, Reset, and Delete buttons act on the selected item.

[pic]

Text item selected

[pic]

URL item selected

[pic]

Folder selected

1 Save Button

The Save button is available when the selected item has unsaved changes. Clicking the Save button validates changes to the selected item and saves them if they pass validation.

Validation checks to make sure that required fields are not null, and that the item name is unique within its container (folder or Response Library item). If validation fails, a standard error message window appears describing the failure. Clicking OK or the window close box in the error message window closes the error message window and puts focus in the control with the invalid entry in the Widget Panel.

|Condition |Error Message |

|Name field is null |“You must enter a name.” |

|Name is non-unique within its container |“The name you entered is already in use. You must use a unique name.” |

2 Reset Button

The Reset button is available when the selected item has unsaved changes. Clicking the Reset button discards unsaved changes and redisplays the currently saved set of properties for the selected item.

3 Delete Button

The Delete button is available when any item except the Response Library item is selected. Deleting a folder deletes all of the items that the folder contains (folders, text items, and URL items).

Clicking the Delete button displays a standard message window with the text, “Are you sure that you want to delete the selected item?” Clicking Yes closes the message window and deletes the selected item. Clicking No cancels the delete operation, and returns focus to the Response Library page. When an item is deleted, it is removed from tree, and the item immediately above it in the tree is selected, regardless of its level in the tree hierarchy.

14 Wrap Codes (list)

[pic]

Description

The Wrap Codes page lists the current agent wrap codes. The list is sorted in ascending alphabetical order by wrap code name. Clicking the Description column-heading sorts the list in ascending alphabetical order by Description. Clicking the Name column heading reverts to the original order (sorts the list in ascending alphabetical order by Name). Name is a required field; Description is optional.

Clicking a wrap code name (in the Name column) opens the Edit Wrap Code page and displays the current data for the selected wrap code. Clicking the New button opens the Create New Wrap Code page.

To delete items in the list, the user selects one or more check boxes, then clicks the Delete button. Select All and Clear All can be used to select or clear all of the check boxes. A warning message will be displayed before the delete command is carried out.

Error Messages

When user clicks the delete button: “Are you sure you want to delete the current selection? (Yes/Cancel)”

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection? (Yes/Cancel)”

15 Edit Wrap Code

[pic]

Description

The Edit Wrap Code page is used to edit a wrap code’s name and description. Wrap Code Name is required; Description is optional. Each of these fields is limited to 25 characters.

The Save button saves any changes made on the Edit Wrap Code page, closes the Wrap Code page, and redisplays the Wrap Codes page.

Cancel closes the Edit Wrap Code page without saving changes, and redisplays the Wrap Codes page.

Delete deletes the wrap code, closes the Edit Wrap Codes page, and redisplays the Wrap Codes page.

Error Messages

1. When user clicks the delete button: “Are you sure you want to delete the current selection? (Yes/Cancel)”

2. When user clicks the save or delete button and nothing is entered in the Wrap Code Name box: “Please enter a wrap code name (OK)”

16 Create New Wrap Code

[pic]

Description

The Create New Wrap Code page is used to create a new wrap code. Wrap Code Name is required; Description is optional. Each of these fields is limited to 25 characters.

The Save button creates a new wrap code with the information entered on the Create New Wrap Code page, closes the Create New Wrap Code page, and redisplays the Wrap Codes page. Information is not saved unless the user clicks the Save button.

Cancel closes the Create New Wrap Code page without creating a new wrap code, closes the Create New Wrap Code page, and redisplays the Wrap Codes page.

External Interfaces and Database Requirements

TBD.

Exception Handling

TBD.

Organizational Impact

TBD.

Foreseeable Modifications and Enhancements

TBD.

Timetable

TBD

References

Design Center Design Document (Tom O.)

Response Library UI Document (Jonathan W.)

Glossary

See Manny’s Glossary.

Issues

1 Angle Brackets

Relevant sections: System Settings: 3.4 and 5.3.

• Angle Brackets “blow up” the application server. We may need to use braces{} instead.

2 Groups Database Issues

Relevant sections: Groups: 3.5.

Engineering describes these as major database issues:

• A group cannot be deleted if any agent belongs only to that one group.

• Groups can be renamed.

3 Skills Database Issues

Relevant sections: Skills: 3.6.

Engineering describes this as a major database issue:

• Skills can be renamed.

The only current unique ID is e-mail address.

4 Wrap Code Database Issues

Relevant sections: Skills: 3.9.

Engineering describes this as a major database issue:

• Wrap code is a numeric field, and cannot be sorted alphabetically.

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