Peoplesoft | Call Center Agent Desktop
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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.
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3. Extract specific user tasks from the scenarios, like "Receive SMS with order details" or "Verify order availability".
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RPS/APS vulnerability in snom/yealink and others - slides
Transactional Streaming: If you can compute it, you can probably stream it.
Transactional Streaming: If you can compute it, you can probably stream it.
More from Beth Goldman
User Experience @InsideView
This document discusses user experience at InsideView and includes an agenda for a presentation. It defines user experience, discusses who is involved in user experience including the user experience team. It outlines the user experience goals and process, and describes the design and research activities involved such as requirements definition, wireframes, mockups, site visits, interviews and usability studies. The presentation introduces Beth Goldman as the Director of User Experience and concludes by asking for any questions.
InsideView | UI Screens + Notes
The document discusses a user's experience navigating an unfamiliar website. The user found the navigation confusing and unclear on how to get back to previous pages. Suggestions are made to improve the usability, such as adding breadcrumbs or a site map to help orient the user. The need for better labeling of buttons and links is also noted, to avoid unexpected page changes.
Splunk | Save Report Use Cases
The document outlines different use cases for saving, viewing, and modifying reports in a system. It describes starting from a new or existing report and going through the report wizard to format it. It also covers a user saving a report, performing analysis on it without saving, and modifying and saving an existing report. The system will then add the saved or modified report to the reports menu and jobs list.
Splunk | Charting Rules
The document describes different report, chart, and options types for trend analysis. It lists report types like single series, split series, and multiple series analysis that can be displayed as line, area, column, or table charts. It also describes distribution reports that can be shown as bar, pie, or table charts. Additional options include handling null values, time range binning, stacking modes, and scaling.
Splunk | Reporting Usability Tasks
John Smith, a marketing analyst, is asked to create a report of total product downloads by product ID in the past week for his manager. He searches Splunk for events of type "downloads" within the last week time range and sees the needed productID field. He is also asked to create a line chart showing average throughput by input type for every 5 minutes in the last hour, labeling the y-axis as "Average throughput".
Splunk | Reporting - Concepts 1
The document describes a software application for creating and managing reports. It includes sections for searching data, building charts and graphs from result sets, applying filters, and formatting report output. The application allows customizing reports through selection of data fields, aggregation functions, chart types, and other parameters. Reports can be saved, shared on dashboards, and exported from the application.
Splunk | Reporting - Concepts 2
This document provides instructions for creating a report from search results in three steps:
1. Selecting a report type (trend over time with split fields).
2. Mapping fields to axes and categories (cookies to the y-axis, file to the secondary/split by field, over time on the x-axis).
3. Formatting the results as a stacked column chart showing the distinct count of cookies over time split by file.
The summary outlines the key steps taken to generate a split field trend over time report visualizing the count of distinct cookies grouped and trended by file over the specified time range.
Splunk | Change Management App Wireframes
This document contains a summary of system monitoring data from a Splunk installation, including statistics on forwarders, indexers, searches, and a detailed view of configuration and activity for a specific host. Key metrics shown include top forwarders and indexers by throughput, longest and most frequent searches, and CPU/memory usage over time for the selected host. The host details view contains in-depth information on applications, open ports, running processes, configuration files, tickets, and recent changes for the localhost.
Splunk | UI Messaging Spec
The document contains UI messages for various common situations including errors, notifications, and server status updates. Examples include messages for when search returns no results, login errors occur, changes are saved, the server is restarting, and license violations exist. It also includes messages for form errors, deleting objects, and unsaved changes when navigating away from a form.
Splunk | Reporting - Usability Wireframes
The document appears to be a user interface for viewing and managing reports. It includes a list of existing reports with details like name, frequency of execution, date ranges, and number of instances. It also provides options to view report details, edit or delete reports/instances, and run reports. There are instructions on how to create a new report by running a search and selecting the "report on results" option.
Splunk | Reporting Use Cases
1) The document outlines the use cases for creating, publishing, and reviewing reports.
2) The key steps for creating a report include finding data, mapping fields to axes, formatting charts and labels, and finalizing the report content.
3) Publishing a report involves identifying reviewers, scheduling delivery, and saving templates.
4) Reviewing a report consists of opening the report, analyzing the data, and providing feedback to improve the report if needed.
Intuit | Husky Ui Spec
This document provides a user interface specification for a health insurance claims management application. It outlines 57 use cases covering features like downloading claims data, reviewing claims, payments, spending analysis, and more. For each use case, it describes the primary user flow and any alternative flows. The specification also includes framework details, screen images, and information on design goals, users, and related documents.
Splunk | Use Case Training
The document discusses use case development, including the objectives, value, and process of developing use cases. It provides guidance on reviewing existing use cases, the key elements of use cases including name, description, actors, flows, and exceptions. The document uses examples to illustrate use case anatomy and best practices for writing use cases.
Y! Travel | Optimization Project Goals
The document outlines a site navigation and user experience optimization project that included:
1) Collecting and summarizing usability and concept testing data from May to August 2007 and 2008.
2) Reviewing design specifications and concepts by various teams from May to August 2008.
3) Developing the site navigation from August 2008 to January 2009 based on usability testing results.
4) Conducting a heuristic review and refining concepts from July to September 2008.
Y! Travel | UE Optimization Summary
This document outlines requirements and concepts for improving the Y! Travel user experience in Wave 5. It identifies key insights such as travelers wanting recommendations tailored to their interests, guidance in deciding destinations, and the ability to easily share and plan recurring trips. The proposed site map and concepts focus on helping users explore destinations, research places, and plan trips with more flexibility. Milestones include developing new regional pages, navigation models, and page templates by December, followed by user testing.
Y! Travel UE Schedule
This document outlines a travel UE optimization project timeline from November 2007 to January 2008. It involves several tasks including navigation model, destination finder, guides, and deals front pages concept design and prototyping. It also includes trip planner collections, my travel community enhancements, object tagging, deals optimization content merge, events and guides integration, and page templates integration projects. Key milestones are concept reviews, internal design reviews, and design details.
Intuit | Husky Design Review Presentation
The document discusses the design process and issues for an iteration of a medical bill tracking product called Husky. Key issues discussed include:
- Setup being too long and complicated due to security requirements
- Whether the product's framework and navigation metaphor fit how users think about the tasks
- Ensuring users understand the difference between claims and bills, and who they need to pay
- Concerns that claim details contain too much information and are overwhelming for users
- Ensuring users know the appropriate next steps after reviewing their claims
- Clarifying the product's payment capabilities for users
The document outlines changes already made to address issues and plans for further user testing and improvements in the next iteration.
More from Beth Goldman (20)
Recently uploaded
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
Monitoring and Managing Anomaly Detection on OpenShift.pdf
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
Digital Marketing Trends in 2024 | Guide for Staying Ahead
https://www.wask.co/ebooks/digital-marketing-trends-in-2024
Feeling lost in the digital marketing whirlwind of 2024? Technology is changing, consumer habits are evolving, and staying ahead of the curve feels like a never-ending pursuit. This e-book is your compass. Dive into actionable insights to handle the complexities of modern marketing. From hyper-personalization to the power of user-generated content, learn how to build long-term relationships with your audience and unlock the secrets to success in the ever-shifting digital landscape.
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-Efficiency
Freshworks creates AI-boosted business software that helps employees work more efficiently and effectively. Managing data across multiple RDBMS and NoSQL databases was already a challenge at their current scale. To prepare for 10X growth, they knew it was time to rethink their database strategy. Learn how they architected a solution that would simplify scaling while keeping costs under control.
GNSS spoofing via SDR (Criptored Talks 2024)
In the realm of cybersecurity, offensive security practices act as a critical shield. By simulating real-world attacks in a controlled environment, these techniques expose vulnerabilities before malicious actors can exploit them. This proactive approach allows manufacturers to identify and fix weaknesses, significantly enhancing system security.
This presentation delves into the development of a system designed to mimic Galileo's Open Service signal using software-defined radio (SDR) technology. We'll begin with a foundational overview of both Global Navigation Satellite Systems (GNSS) and the intricacies of digital signal processing.
The presentation culminates in a live demonstration. We'll showcase the manipulation of Galileo's Open Service pilot signal, simulating an attack on various software and hardware systems. This practical demonstration serves to highlight the potential consequences of unaddressed vulnerabilities, emphasizing the importance of offensive security practices in safeguarding critical infrastructure.
Dandelion Hashtable: beyond billion requests per second on a commodity server
This slide deck presents DLHT, a concurrent in-memory hashtable. Despite efforts to optimize hashtables, that go as far as sacrificing core functionality, state-of-the-art designs still incur multiple memory accesses per request and block request processing in three cases. First, most hashtables block while waiting for data to be retrieved from memory. Second, open-addressing designs, which represent the current state-of-the-art, either cannot free index slots on deletes or must block all requests to do so. Third, index resizes block every request until all objects are copied to the new index. Defying folklore wisdom, DLHT forgoes open-addressing and adopts a fully-featured and memory-aware closed-addressing design based on bounded cache-line-chaining. This design offers lock-free index operations and deletes that free slots instantly, (2) completes most requests with a single memory access, (3) utilizes software prefetching to hide memory latencies, and (4) employs a novel non-blocking and parallel resizing. In a commodity server and a memory-resident workload, DLHT surpasses 1.6B requests per second and provides 3.5x (12x) the throughput of the state-of-the-art closed-addressing (open-addressing) resizable hashtable on Gets (Deletes).
JavaLand 2024: Application Development Green Masterplan
My presentation slides I used at JavaLand 2024
zkStudyClub - LatticeFold: A Lattice-based Folding Scheme and its Application...
Folding is a recent technique for building efficient recursive SNARKs. Several elegant folding protocols have been proposed, such as Nova, Supernova, Hypernova, Protostar, and others. However, all of them rely on an additively homomorphic commitment scheme based on discrete log, and are therefore not post-quantum secure. In this work we present LatticeFold, the first lattice-based folding protocol based on the Module SIS problem. This folding protocol naturally leads to an efficient recursive lattice-based SNARK and an efficient PCD scheme. LatticeFold supports folding low-degree relations, such as R1CS, as well as high-degree relations, such as CCS. The key challenge is to construct a secure folding protocol that works with the Ajtai commitment scheme. The difficulty, is ensuring that extracted witnesses are low norm through many rounds of folding. We present a novel technique using the sumcheck protocol to ensure that extracted witnesses are always low norm no matter how many rounds of folding are used. Our evaluation of the final proof system suggests that it is as performant as Hypernova, while providing post-quantum security.
Paper Link: https://eprint.iacr.org/2024/257
A Comprehensive Guide to DeFi Development Services in 2024
DeFi represents a paradigm shift in the financial industry. Instead of relying on traditional, centralized institutions like banks, DeFi leverages blockchain technology to create a decentralized network of financial services. This means that financial transactions can occur directly between parties, without intermediaries, using smart contracts on platforms like Ethereum.
In 2024, we are witnessing an explosion of new DeFi projects and protocols, each pushing the boundaries of what’s possible in finance.
In summary, DeFi in 2024 is not just a trend; it’s a revolution that democratizes finance, enhances security and transparency, and fosters continuous innovation. As we proceed through this presentation, we'll explore the various components and services of DeFi in detail, shedding light on how they are transforming the financial landscape.
At Intelisync, we specialize in providing comprehensive DeFi development services tailored to meet the unique needs of our clients. From smart contract development to dApp creation and security audits, we ensure that your DeFi project is built with innovation, security, and scalability in mind. Trust Intelisync to guide you through the intricate landscape of decentralized finance and unlock the full potential of blockchain technology.
Ready to take your DeFi project to the next level? Partner with Intelisync for expert DeFi development services today!
HCL Notes and Domino License Cost Reduction in the World of DLAU
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
Programming Foundation Models with DSPy - Meetup Slides
Prompting language models is hard, while programming language models is easy. In this talk, I will discuss the state-of-the-art framework DSPy for programming foundation models with its powerful optimizers and runtime constraint system.
Main news related to the CCS TSI 2023 (2023/1695)
An English 🇬🇧 translation of a presentation to the speech I gave about the main changes brought by CCS TSI 2023 at the biggest Czech conference on Communications and signalling systems on Railways, which was held in Clarion Hotel Olomouc from 7th to 9th November 2023 (konferenceszt.cz). Attended by around 500 participants and 200 on-line followers.
The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
5th LF Energy Power Grid Model Meet-up Slides
5th Power Grid Model Meet-up
It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology.
Power Grid Model
The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services.
Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability.
Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
What to expect
For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
-Insightful presentations covering two practical applications of the Power Grid Model.
-An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024.
-An interactive brainstorming session to discuss and propose new feature requests.
-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
Public CyberSecurity Awareness Presentation 2024.pptx
Cyber security awareness slides for a busisness by TreeTop Security
AWS Cloud Cost Optimization Presentation.pptx
This presentation provides valuable insights into effective cost-saving techniques on AWS. Learn how to optimize your AWS resources by rightsizing, increasing elasticity, picking the right storage class, and choosing the best pricing model. Additionally, discover essential governance mechanisms to ensure continuous cost efficiency. Whether you are new to AWS or an experienced user, this presentation provides clear and practical tips to help you reduce your cloud costs and get the most out of your budget.
Azure API Management to expose backend services securely
How to use Azure API Management to expose backend service securely
“Temporal Event Neural Networks: A More Efficient Alternative to the Transfor...
“Temporal Event Neural Networks: A More Efficient Alternative to the Transfor...Edge AI and Vision Alliance
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/temporal-event-neural-networks-a-more-efficient-alternative-to-the-transformer-a-presentation-from-brainchip/
Chris Jones, Director of Product Management at BrainChip , presents the “Temporal Event Neural Networks: A More Efficient Alternative to the Transformer” tutorial at the May 2024 Embedded Vision Summit.
The expansion of AI services necessitates enhanced computational capabilities on edge devices. Temporal Event Neural Networks (TENNs), developed by BrainChip, represent a novel and highly efficient state-space network. TENNs demonstrate exceptional proficiency in handling multi-dimensional streaming data, facilitating advancements in object detection, action recognition, speech enhancement and language model/sequence generation. Through the utilization of polynomial-based continuous convolutions, TENNs streamline models, expedite training processes and significantly diminish memory requirements, achieving notable reductions of up to 50x in parameters and 5,000x in energy consumption compared to prevailing methodologies like transformers.
Integration with BrainChip’s Akida neuromorphic hardware IP further enhances TENNs’ capabilities, enabling the realization of highly capable, portable and passively cooled edge devices. This presentation delves into the technical innovations underlying TENNs, presents real-world benchmarks, and elucidates how this cutting-edge approach is positioned to revolutionize edge AI across diverse applications.Taking AI to the Next Level in Manufacturing.pdf
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
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Deep Dive: AI-Powered Marketing to Get More Leads and Customers with HyperGro...
Deep Dive: AI-Powered Marketing to Get More Leads and Customers with HyperGro...
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Monitoring and Managing Anomaly Detection on OpenShift.pdf
Monitoring and Managing Anomaly Detection on OpenShift.pdf
Digital Marketing Trends in 2024 | Guide for Staying Ahead
Digital Marketing Trends in 2024 | Guide for Staying Ahead
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-Efficiency
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-Efficiency
Dandelion Hashtable: beyond billion requests per second on a commodity server
Dandelion Hashtable: beyond billion requests per second on a commodity server
JavaLand 2024: Application Development Green Masterplan
JavaLand 2024: Application Development Green Masterplan
zkStudyClub - LatticeFold: A Lattice-based Folding Scheme and its Application...
zkStudyClub - LatticeFold: A Lattice-based Folding Scheme and its Application...
A Comprehensive Guide to DeFi Development Services in 2024
A Comprehensive Guide to DeFi Development Services in 2024
Overcoming the PLG Trap: Lessons from Canva's Head of Sales & Head of EMEA Da...
Overcoming the PLG Trap: Lessons from Canva's Head of Sales & Head of EMEA Da...
HCL Notes and Domino License Cost Reduction in the World of DLAU
HCL Notes and Domino License Cost Reduction in the World of DLAU
Programming Foundation Models with DSPy - Meetup Slides
Programming Foundation Models with DSPy - Meetup Slides
Public CyberSecurity Awareness Presentation 2024.pptx
Public CyberSecurity Awareness Presentation 2024.pptx
Azure API Management to expose backend services securely
Azure API Management to expose backend services securely
“Temporal Event Neural Networks: A More Efficient Alternative to the Transfor...
“Temporal Event Neural Networks: A More Efficient Alternative to the Transfor...
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...