Contact Center Support Team Documentation Audit

[clantosswett]

Issue Description

The Contact Center Team currently stores documents/documentation in a variety of places which makes it difficult to know where to go to find important information for contact center support team members and those trying to learn more about the contact center support team.

As a user of the contact center support team's documentation, I need to be easily find the information I am looking for so I can take the necessary steps to complete tasks related to the contact center support team's work.

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Tasks

• [x] Conduct audit of the main types of documentation the Contact Center Support Team supports and its purpose (i.e. training materials for Tier 1 agents, product guides, research/data analysis, etc).
• [x] Conduct audit of the various locations (i.e. github, confluence, Teams, google docs, etc).
• [x] Create a set of recommended actions for storing and maintaining documentation

Acceptance Criteria

• [x] Scenario 1: Conduct audit of documentation types

  • [x] Given that I am a user of the contact center support team's documentation
  • [x] When I conduct an audit of the main types of documentation the Contact Center Support Team supports and its purpose
  • [x] Then I should have a clear understanding of the types of documentation and their purpose

• [x] Scenario 2: Conduct audit of documentation locations

  • [x] Given that I am a user of the contact center support team's documentation
  • [x] When I conduct an audit of the various locations where the documentation is stored
  • [x] Then I should have a comprehensive list of the locations (e.g., github, confluence, Teams, google docs)

• [x] Scenario 3: Create recommended actions for documentation storing and maintenance

  • [x] Given that I have conducted an audit of the documentation types and locations
  • [x] When I create a set of recommended actions for storing and maintaining the documentation
  • [x] Then I should have a clear plan for how to store and manage the Contact Center Team documentation

• [x] Scenario 4: Complete audit with recommended plan

  • [x] Given that I have conducted the necessary audits and created the recommended actions
  • [x] When I complete the audit with the recommended plan for Contact Center Team documentation storing/management
  • [x] Then the audit should be marked as completed and the recommended plan should be available

• [x] Scenario 5: Configure the issue

  • [x] Given that I am configuring the Contact Center Support Team Documentation Audit issue
  • [x] When I attach it to a milestone, an epic, and label it with the appropriate team, practice area, and type
  • [x] Then the issue should be properly configured for tracking and categorization

  • [ ]

    How to configure this issue

• [ ] Attached to a Milestone (when will this be completed?)

• [ ] Attached to an Epic (what body of work is this a part of?)

• [ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)

• [ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)

• [ ] Labeled with Type (bug, request, discovery, documentation, etc.)

[ATMiddleton]

Support team documentation (i.e. Salesforce response templates, QRGs, VEO Glossary, etc.) https://vfs.atlassian.net/wiki/spaces/Contact/pages/1792475309/Veteran+Support+Team+Product+Outlines

Veteran Support - Product Outlines - https://vfs.atlassian.net/wiki/spaces/Contact/pages/2793373779/VA.gov+Product+Guides+Locate+By+Topic+Keyword+Searchhttps://vfs.atlassian.net/wiki/spaces/Contact/pages/1792475309/Veteran+Support+Team+Product+Outlines

Veteran Support Medallia Surveys compilation - https://vfs.atlassian.net/wiki/spaces/Contact/pages/3292528642/Veteran+Support+Medallia+Surveys+Compilation

Veteran Support Canvas - https://dsva.slack.com/canvas/CNCEXNXK4