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More about adding a collaboratorCalling 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
- 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.