Peoplesoft | Call Center Agent Desktop
0 likes6 views
The document provides an overview of the original design and constraints for an Agent Desktop communication console. It describes use cases like receiving a call, putting a call on hold, and retrieving a call. User scenarios are outlined, such as a CTI agent receiving a simple call, putting it on hold, and then releasing the call. Wireframes were developed for the communication console. An HTML prototype was also created.
Peoplesoft | Call Center Agent Desktop
- 1. Agent Desktop Communication console for call center agents December, 2004 Beth Goldman
- 2. Agent Desktop Overview • Original Design & Constraints • Use Cases • User Scenarios • Wireframes • UI Prototype
- 3. Original Design & Constraints Original Design • Communications console for call center agents • Disorganized layout and confusing terms • Many features unclear even to internal product team members Constraints • No user input for use case creation • Very little time to design (>3 months) and develop entire feature
- 4. Use Cases UseCase Name UAD_CTI_UC002: Receiving a Call Actors • Call (CTI) Agent • Blended Agent (CTI & UQ) • Supervisor • Customer • CTI System • Apps Dispatcher Summary This use case describes how Actor receives an incoming call. Pre-conditions • Actor is either a CTI call agent or a Blended Agent and is already connected to a CTI System • Apps Dispatcher has been launched • Actor is available to receive a Call Basic Flow/ Primary Scenario • 1.1 Actor receives an incoming call notification through the UAD console. • 1.2 Actor is not in Auto-Answer mode • 1.3 Call Detail screen is popped on the Actor’s desktop • 1.4 Actor accepts the call • 1.5 CTI system determines which page to display based on caller information sent by the CTI system. • 1.6 If the call is from Line #1, the Actor is automatically made unavailable. Alternative flows/Alternate Scenario Alternate #1: Actor is not on Auto Answer mode and does not accept the Call In this case, the Call Detail screen has been already popped on the Actor’s desktop, but the Actor does not accept the call. • 1.1 The Call will be time-out by the CTI System • 1.2 The Call will be forwarded to a different voice queue. • 1.3 The incoming Call notification on Actor’s UAD console will be removed.
- 5. User Scenarios Scenario 1 - CTI Agent – Simple Call (Receive/Hold/Retrieve/Release) User Scenario Steps Agent receives a call (Auto-answer on) • System displays call notification • System displays customer/call info (call attach data) • System displays customer pop-screen (360 Degree View - toolbar dispalyed first) • System connects customer with agent (call) • System registers call to task list of other open windows (not being demonstrated). • System displays call/task statistics • System displays current time in state • System sets Agent CTI status to ‘Busy – On Call’ Agent speaks to customer • Customer asks whether case has been logged for Broken Freezer Agent puts call on hold • System displays customer call in toolbar as ‘on hold’ • System displays time on hold Agent views open cases Agent retrieves call from hold Agent tells customer case has been logged Agent releases call • System puts agent in wrap-up state (unavailable) • Agent categorizes call – ‘Case Inquiry’ • Agents select option to categorize the call and make themselves available (to avoid remaining in wrap-up mode). • System sets agent status to ‘Available’. • System displays selected category. • System removes window from “Switch To” list of other windows that have the toolbar. Agent closes 360 Degree View Window • System removes window from “Switch To” list of other windows that have the toolbar.
- 7. Scenarios 1. CTI Agent – Simple Call (Receive / Hold / Retrieve / Release) 2. CTI Agent – Call with Consult via Chat 3. CTI Agent – Call with Transfer (Cold Transfer) 4. CTI Agent – Call with Transfer (Warm/Consultative Transfer) 5. CTI Agent OR Blended Agent – Complex Call (Receive / Consult / Conference / Transfer) 6. Blended Agent - Email Interrupted by Call 7. UQ Agent – Multiple Chats 8. CTI Agent – Outbound Dial
- 12. Agent Desktop Wireframes – Deck 3 Beth Goldman October 12, 2004
- 16. Agent Desktop HTML Prototype...