Project: Csl

Publisher: Kaleida

Calling a customer back

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

Scenarios

Making a call back
Creating a callback - for a registered user
Creating a callback - for an un-registered user
After a number of attempts (2) to call a customer back the record should no longer show on the dashboard
Update the call status to called

@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 over 7 years ago by John Jones.