Logo: Relish

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Project: Csl

Calling a customer back

As a CSA,
I want to be able to manage customer call backs

Scenarios
  • @csa
  • @callback
  • @story_11477
  • @story_11380
Making a call back
Given
A customer has submitted a callback request
When
I am viewing that call back request
Then
The call back record will be locked to me until I close or action the record
And
The call will appear in the dashboard as being dealt with by me (in order that the call is not dealt with by more than one CSA)
Creating a callback - for a registered user
Given
A customer wishes me to call them back at another time (e.g. within a telephone conversation)
And
I am on the 'create callback request' page
And
I enter or choose their preferred telephone number
And
I choose a convenient time
When
I click submit
Then
A callback should be set up and appear in the CSA dashboard
And
The callback will show up in the customer callback log
Creating a callback - for an un-registered user
Given
A customer wishes me to call them back at another time (e.g. within a telephone conversation)
And
I am on the 'create callback request' page
And
I enter their name
And
I enter their post code
And
I enter or choose their preferred telephone number
And
I choose a convenient time
When
I click submit
Then
A callback should be set up and appear in the CSA dashboard
After a number of attempts (2) to call a customer back the record should no longer show on the dashboard
Given
I am logged in as a CSA
When
I have attempted to call a customer back twice
And
There is no answer
And
I mark the call as 'not available'
Then
The record will no longer appear on the dashboard
Update the call status to called
Given
I am logged in as a CSA
When
I have rung a customer back
And
I mark the call as 'completed'
Then
The record will no longer appear on the dashboard

Last published about 7 years ago by John Jones.