Embedded Files
All documents, links related to the Chat solution.
Chat Solution Technical Specifications covers technical details such as solution architecture, workflows, components behaviour in various scenarios. A cleaned form of this document will eventually become part of the solution reference.
Andreas R&D and suggestions for the product short-term and long-term strategy - Dec 3, 2018
Short term:
Short term:
- Fix the SMS case for HV (retrieving last sent SMS, handling night-shift) with Twilio to SMS, even if it's a dirty hack
- Twilio to SMS
- IAM KB
- Demos, ideally with the gadget inside of Finesse and CCX
- Supervisor Dashboard
- Monitoring Gadgets(Queue Stats, Agent Stats etc.)
- Force agent logouts, state changes and chat transfers
- Post Chat Surveys via EF Post Collaboration Survey Application
- Proactive chat
Architecture design, based on the following thoughts:
Architecture design, based on the following thoughts:
- Metadata Bus and Automated Tagging https://docs.google.com/document/d/1DVTcXBUXYDjNDmbMKwOB1GYty-rC7oHnfMcge_cO50Q
- Reporting: https://docs.google.com/document/d/1d6t6TIxtiYq3Ax51RSlqyOBiZD3-RkIj727Z_i5lFZs/edit#
- Traffic in Fringe Conditions: https://docs.google.com/document/d/1KyZ-ydUk29XisCsYNO3vtcof_WaDN-fUZtNqMGMax88
- Integration with Webex Teams https://docs.google.com/document/d/1g3mtwili8Y7uc2QBvPwjDwBTRFg_d4dNhacJhDKz8lk
- Email and Hybridchat: https://docs.google.com/document/d/1X0f1U-xwhwEAdf_eGGyQqnO5oVeitwsvKwQSZF0uyVA
- Expertfllow HybridChat MediaRouting
=> In the next two weeks, let's design an architecture that can cater to the above requirements.
Report abuse