Update desk-reference template for Contact Centers - Githubissues

department-of-veterans-affairs / va.gov-team

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Update desk-reference template for Contact Centers #6958

Open joanneesteban opened 4 years ago

joanneesteban commented 4 years ago

User Story or Problem Statement

How might we update the desk-references for contact center agents so that they are able to best help veteran reported issues?

Goal

Update current desk-references

Acceptance Criteria

[x] Update desk-references
[ ] Add in any relevant VFS application questions
[x] Send updated desk-reference to WHH

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, tools-be, 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.)

Kimberley2019 commented 4 years ago

Below is the link for VA.gov Technical Support Template responses. These responses are used by Chante and I and have been sent over to the VEO Call Center training lead for review.

https://docs.google.com/document/d/1bJEKWdEJFDVb8f6ElmfJRASqAdl4vB7JmDYBz4Z10FQ/edit?usp=sharing

OR

https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/teams/vsp/teams/insights-analytics/contact-center/tech-issue-responses.md

joanneesteban commented 4 years ago

Waiting on VEO.

Kimberley2019 commented 4 years ago

Will attempt to revisit with VEO during Sprint 25. Many things were placed on the hold due to the priorities of COVID-19.

Kimberley2019 commented 4 years ago

Not able to discuss with team until May 27, 2020.

Kimberley2019 commented 4 years ago

Todd and I connected yesterday and we may have some movement on this before 5/27/2020. We are going to coordinate and try to make that happen. From our brief conversation yesterday, some of the WHVAH staff felt as though some of the questions were too generic. More to come.

Kimberley2019 commented 4 years ago

Meeting was held. Went well.

https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/teams/vsp/teams/insights-analytics/contact-center/meeting-notes.md

Kimberley2019 commented 4 years ago

The following questions have been provided to the VEO/WHVAH team however, there has been no detailed discussion regarding the questions. Todd Unger mentioned previously that there was some hesitation regarding the questions from other team members, stating that the questions may be too vague. Because if that, the questions have not been incorporated into the team KMs.

This communication is blocked until the VEO/WHVAH team can advise on the best day and times for them. Eric Thomas is currently out of the office until next week.

https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/teams/vsp/teams/insights-analytics/contact-center/technical-questions-for-agents.md

Kimberley2019 commented 4 years ago

A time still has not been determined. I was OOO this past Friday (Juneteenth) for the bi-weekly call and unsure if any decisions were made. I will follow up with Chante for any updates.

joanneesteban commented 4 years ago

@Kimberley2019 - is this body of work still open?

Kimberley2019 commented 3 years ago

We can now revisit this process. Once @edpearson20 has his VA.gov access we will be able to review, update, and present to VEO Contact Center.

Kimberley2019 commented 3 years ago

This ticket can be in conjunction with the this ticket.

@starlow00 will be developing a 'Train the trainer' plan to assist with VEO agent training.