Client Meeting

Introductions


Charles Q&A

1. basic webchat that can be instantiated from any computer (not necessary to download any components or installers)

2. .NET use encourages portability of applications
i.e. PDA, phone, etc (all that runs in .NET)
- this is not a requirement, only is a preference
- Java applet website is acceptable.

3. Client-Server system
- database should be disjoint from Server (requirement: SQL)
- SQL Testing onsite may not be provided
- MSSQL and MySQL used at company

4. Roles
Manager - manage customer server reps
- should be able to monitor the chat
- should be able to go back through logs
CSR - can log into the Server and have it on their desktop
- pages all customer reps from client requesting
- if no CSR picks up chat session, then it should be escalated to Manager or jump to an e-mail form (2 minutes timeout period)
- page Manager in 1 minute and after 2 minutes, process to an e-mail form
- at any given time will have at least 3 CSRs simultaneously
Client -

Log - should be timestamped, have a CustomerID, Customer information can be pulled based on reference, CSR information should be provided
- Customer Stamp IP stamped is a good feature

Customer Infomration Must be Created
UserName
First Name
Last Name
Telephone Number
e-mail address

- don't want to hinder the whole process of asking for chat support

- feature to have an anonymmous chat
- get into account and ask question
- anonymous chats get controlled in one account: Guest (logs stored there)

- e-mail validation would be a good feature

- should have ability to select languages


Functionality of System ______________________________________________


Priority:
- Main chat with ability to page out to CSRs
- Ability to manage the accounts and to monitor the communications
- Any other features are secondary

- CSR should have different interface as Client
- CSR should have the ability to put hidden comments on Client's account for other CSRs to use
- CSR interface can be instantiated from java web based applet (ideally .NET)
- CSR will be able to access from anywhere

Company Functions:
- already has a chat support run in ColdFusion
- provides Business solutions to internet service providers (provides billing aspect, technical support)
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Eddy's Q&A


1.
- whichever CSR picks up page first will receive benefits
- create a mechanism for entering queue and distributing it properly (first come first serve basis)
- once question is answered, placed in log

Examples of webchat system
refcoFX.com
HP - javascript, html
Liveperson.com - javascript, html
clothing company that uses livechat

FAQs
- integration of logs with FAQ
- users will probably be too lazy to view FAQs himself
- CSR will be able to view FAQs and then be able to refer user the quote or send them link
- hyperlink should be clickable

- feature is to log chats in XML (ideally, not required)
- can be in flatfiles or in database
- security is not a big issue (encryption should NOT be required for webchat)

- Administrator has similar interface to CSR
- with extended functionalities
- CSRs should be able to see how many ppl are in the queue but not be able to view other CSR's chats

- a feature of viewing the CSR statistics
- i.e. time per chat (average chat duration), chats over certain amount of time (call frequency)
- should be able to gauge their performance

- another feature is to ask for the user for feedback on the quality of the chat support

- feel free to add features to provide quality support for customers
- goal is to provide this service at an application level

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KEY FUNCTIONALITY
- quick turnaround time
- don't want to see calls getting dropped
- CSRs should be able to engage in more than one chatsession
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- bandwidth usage is not a concern
- should be portable, so can run across Firefox, IE, etc...
- in future, should be able to handle UNICODE (foreign languages)
- not necessarily in this version, but have it scalable (code can be extended, i.e. can add new database relationship)
(can add number of CSRs in queue, is distributed OS aware)



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Will's Q&A

NEEDS (REQUIREMENTS):
Chat, want UserID, CSR IDs, and entire chat log, IP address, Date

CSR
- should be able to modify user information
Manager
- can do everything CSR can do and manipulate all information
EndUser (Customer)
- limited functionality


NOT ESSENTIAL FEATURE is it Can add question before customer enters queue
- can be categorized into different topics (i.e. clothing products, internet connectivity)


- OPEN SOURCE IS ALL GOOD!!!
- PHP, PERL is fine


Robert cannot facilitate the services for the system
- Demo at the end of the term is KEY for project success
- don't require tight communication with Robert



CHAT LOG SEARCH
- User should not be allowed to search any logs
- User can view their own history log
- Anonymous cannot view their own history log (anonymous account NOT REQUIRED)


- Could have Multiple Managers
- NO SUPERMANAGERS
- querying FAQ is a feature, NOT REQUIRED


INTERFACE SPECS___________________________________________
- CSR can have JVM
- customer should not need to download...should simply be HTTP
- CSR page should be audible and visual (i.e. flashing)
- Robert's not going to focus on the presentability of interfaces
- user perspective (interface) should look fairly simplistic



AVERAGE MACHINE SPECS TO BE RUN ON__________________________
- Windows 95, Mac OS X, Unix (not necessary)
- as long as they can run off unix or windows boxes in CICSR
-


One week notice to facilitate Meetings
- approachable by e-mail
roberthui@msn.com
IPApplications company


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Team Meeting after Client Meeting

- possibility of deploying client side with dynamic HTML

- will use MySQL

- Java vs. PHP
- consensus at the end of the meeting was to opt for Java System