Making a call
- Is number registered?
- identify user
- record karma
- If unregistered,
- flag to agent?
- send text message?
- block number for future calls until registered
- What is their karma?
- If bad karma, hang up and send text message
- flag twat
Taking a call
- Agents get called
- sees caller id as directionless
- skills, knowledge search on user base
- find expert user
- transfer call
- add user to conference call
- flag twat
Note: Since we are asking people to give up their time, we should probably reward them on the website with some compelling social functionality. Particularly since we need them to support each other on the welcome wagon. I know this is making the list of web functionality ever longer, but I think it's important that we try to make being an agent as much fun as possible. Hence, this is a wish-list, from which we should cherry-pick the most necessary and attractive features.
I have tried to prioritize - 1 is indispensable, 2 is nice to have. At least some of these features marked 2 will be needed, as they will provide necessary context for those marked 1. We need to decide which.
- communicate phone number -- 1
- explain service -- 1
- provide help -- 2
- accept user registration -- 1
- explain legalese -- 1
- user login -- 1
- view/edit user profile -- 1
- name -- 1
- (local) knowledge -- 1
- communicate karma rating -- 1
- activity log - show calls made & taken, who you talked to etc -- 2
- Call center functionality to be decided!
- show incoming caller registration status -- 1
- accept proxy registration via welcome wagon -- 1
- find an expert and invite them to the call -- 1
- show who is available to take calls -- 2
- provide supportive script/instructions for incoming calls -- 2
- show recent activity (like irc channel) -- 2
- show incoming caller karma -- 2
- browse and view other users -- 2
- from call center?
- from personal profile (my contacts)?
Web Site Mobile devices
- make call from mobile device via website
- find karma rating
- report agent karma
- but how do you know who you were talking to?