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.
