Changes between Version 4 and Version 5 of org/meetings/2014WinterDevMeeting/notes/ChatSupportPlans


Ignore:
Timestamp:
Feb 24, 2014, 5:12:52 PM (5 years ago)
Author:
lunar
Comment:

fix and reformat

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  • org/meetings/2014WinterDevMeeting/notes/ChatSupportPlans

    v4 v5  
    1 = Chat-based Support =
     1= Chat-based support =
    22
    3 == Current state ==
     3'''Abstract:''' Do we do it? if so, how?
    44
    5  - huge spike of farsi requests; current support people handled the flood
     5== Minutes ==
     6
     7Current state:
     8
     9 - huge backlog of farsi requests; current support people cleared the queue
    610 - current support people want to continue on
    711 - chat support; hours?
     
    2125    - backend xmpp server done
    2226    - webchat software is working
    23     - need token system for users to present to get support
     27    - need code for the access system (opening hours or token system)
    2428    - need unit tests and release process for the new code
    2529
    26 == Summary ==
     30Idea: support through email already works very well. Instead of doing chat-based support with opening hours, how about switching to instant based messaging only when needed? The support team would have the possibility to issue an invitation to users in trouble when they feel the need for a faster feedback loop.
     31
     32Summary:
    2733
    2834 - support people more happy if we have way to chat with users
    2935 - support people like invitation-based idea to webchat, around end of march 2014
    3036 - charging money for support needs more development, by Q2 (needs dev to work on it)
    31  - determine opening hours for support to commit to be available
    32  - dedicated support chat/support plans available for annual support plans?
     37 - if we don't do the invitation based system, we need determine opening hours for support to commit to be available
     38 - dedicated support chat/support plans available for paid annual support plans?
    3339 - support versus training needs and delineations
    3440 - current people are already working on the chat system
    35  - future directions could include WebRTC
     41 - the software used for chat-based support could support voice and video through WebRTC