We studied Scrum in our Software engineering project management course, we are advised to make User stories, Product Backlog and Sprint backlog.

1. Story # : 1 Customer tracks consignment online
Priority High
Effort 7
As a Customer
I want Track a consignment online via the online webpage
So that I can Monitor the shipment progress of the consignment and get an up to date ETA
Acceptance
criteria
Criterion 1:
Given the consignment is loaded in the system
When the customer requests to track the consignment via web page
Then return the appropriate tracking status, delivery details and ETA
Criterion 2:
Given the consignment isn’t loaded in the system or is typed incorrectly
When the customer requests to track the consignment via web page
Then display an error message

2. Story # : 2 Complaint staff calls a customer back
Priority High
Effort 5
As a Complaint staff
I want To Call a customer who has been on the phone long back
So that I can Resolve their complaint
Acceptance
criteria
Criterion i:
Given that the customer was given a log number by the system
And answers the phone
When the complaint staff calls them back
Then ensure that the customer’s complaint it resolved
And documented.

3. Story #3 : Customer leaves call-back details
Priority Medium
Effort 4
As a Customer
I want To leave call-back details
So that I can Receive a return phone call if I’ve been waiting for too long
Acceptance
criteria
Criterion i:
Given waiting for longer than the defined acceptable waiting time
When the customer is calling the helpdesk
Then the customer is offered the option to request a call back by the IVR, by
providing their best contact number and receiving a unique ticket ID for their call as
well as a call-back ETA

4. Story #4 :
Customer wants to pay for their
consignment
Priority Critical
Effort 4
As a Customer
I want To pay for a consignment online
So that I can Send a package
Acceptance
criteria
Criterion i:
Given customer has enough money
When customer tries to purchase a consignment
Then the system will issue a receipt and consignment information to the customer
Criterion i:
Given customer doesn’t have enough money
When customer tries to purchase a consignment
Then the system will alert the customer that their payment wasn’t successful

5. Story # : 5
Complaint staff to prioritize call-back queue
via reporting on tickets
Priority High
Effort 3
As a Complaint staff
I want Prioritize call-back queue via reporting on tickets
So that I can Resolve customer tickets efficiently
Acceptance
criteria
Criterion 1:
Given one or more call-back tickets have been logged in the system
When complaint staff requests a report of outstanding tickets via web page
Then display report of outstanding tickets sortable by several criteria (e.g: ticket
ID, date and time ticket logged, date and time ticket last modified, priority, total
customer wait time).
Criterion 2:
Given no call-back tickets have been logged in the system
When complaint staff requests a report of outstanding tickets via web page
Then display message indicating no outstanding tickets have been logged