DESCRIPTION
Design of a web-based VIDEO CALL CENTER using Adobe Flash.
GENERAL OPERATION OVERVIEW
A CUSTOMER will go to our site and request help. They will fill out a form and click “submit”. Upon clicking submit, the CUSTOMER will be connected to the first CUSTOMER SERVICE REPRESENTATIVE (CSR) in the queue via a video chat. When finished, the CUSTOMER will “End” the chat.
GENERAL REQUIREMENTS
Needs to work on Windows, Mac and Linux.
Needs to support 720p video with duplexing voice
MEETING ROOM
Meeting room will show:
1. The CSR video (720p with full audio duplexing)
2. The CUSTOMER video (720p with full audio duplexing)
3. Our logo
QUEUE
CSRs can be “ranked”. For example, CSR Joe can be ranked #1. Joe will get the first call. Once his call is completed, he will return to the #1 position in the queue. If CSR Jill is ranked #5, she will be the 5th CSR in the queue. If CSR #1-4 are not logged on in the queue, she will occupy the #1 position. If CSR #1-4 logs on, she will drop down in the queue. If a CSR is not ranked, they will enter on a “first come-first served” basis. Our system will need to support multiple “queues”.
ADMINISTRATION
Will manage the queue and the creation of CSRs
Will manage the CSRs (passwords, etc)
Will need a web site where the administration can see each queue and which CSRs are currently logged on.
REPORTS
Reports will be generated after each Customer call. Information needed will be:
1. The information provided by the CUSTOMER from the meeting room form.
2. The name of the CSR
3. Date/Time of the START of the call
4. Date/Time of the END of the call
5. Total minutes of the call
6. IP address of the CUSTOMER
SECURITY
SSL 128-bit Encrypted
HOSTING
We will need the site hosted
