Good Ideas Backlog

All of these ideas need discussion and more details, but are here to act as a capture point for our conversations and to provide some thoughts around what to incorporate.

End User Application

• Initial location based on geolocated map, then if higher proximity is needed as ability to also locate based on Ibeacons if present

Customer Agent Application

• Ticket tracking
• ticket transfer
• ticket ownership
• Pre-created response templates to allow quick responses to similar / common questions
• Ability to take a response and save as template (templates can be private or global)

Manager Application / Login

• Report writer
• Report viewer
• SLA management
• Customer survey followup
• Heat map of product search and keywords
• Agent service metrics - tickets per shift/agent/day, per last equivalent period, customer stat etc
• Ticket routing rules to agent depending on nature of question - to also consider using a pre-agent help desk for some types of quesry and then seamless transfer to agent if escalated eg where to find this - response Isle 7 (is a general call centre response) - can someone show me how it works (transfer to person in dept)...

Server capability

• Central shared database of client
• Customer specific databases (either premise or within hosted environment) of the organization specific data points - at min each organization to have their own database/s

General

• Crowd sourcing opinions
• Don't make this store specific. Allow to use in stores that aren't part of the program.
• Collect statistics that are geo-fenced so that we can show potential brands that people are already using the app.
• Need a way to get product searches