Techsee

About

With TechSee’s patented technology, users can instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement.
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Sometimes the agent can not solve the problem the customer has and needs a consultation from their supervisor or technical support. So I add a new ability to invite a 3rd participant to a session.

The Challenge

To understand where, when and how the agent can invite a third participant to a session.

Understand the users need

Agent

Need to address a customer problem

Third participant

Need to get into a session quickly and help the client

Customer

Need the agent will solve the problem with the product/service

Assumption & Questions

I assume the shift is built on a hierarchy of management and teams

I assume that an agent will have a problem providing technical assistance to the customer, there is a likelihood that the assistance will not be available at that moment.

I assume that an agent will invite another participant to the session he will want to define his access

I assume at the call center employees make contact with each other through email, phone, or other software.

I assume separating products is better than connecting products. Because it can make the user experience not easy to use

Key Insights

Communication

After the research, I realized that in the centers, employees contact each other by email, phone, Slack, etc.

Overload on work

There may be a situation where there is a load in the hotline so that the agent will need help it will not be available at that moment.

Easy to use

Software is easy to use, so it is important to maintain this line, as it is not easy for all users to learn new features.

Wireframes

I chose to place the invite button for a third participant in the top navigation bar. Because the two side navigation bars serve different purposes.

The right navigation bar, allows the agent to communicate with the customer and view the content he produces. The left navigation bar allows the agent to switch to different modes such as video capture to a standard image.

In the top navigation bar, the agent watches technical content. That's why I chose to place CAT there. But, the button is located close to the exit button. Therefore, it is something that needs to be checked with users and see if some of them will accidentally press this button. Obviously, if someone presses it, a small window will pop up asking them if they are sure they want to close the session.

After the agent clicks on the participant invite button, a window will pop up. Then the agent will write the name of the 3 participant with whom he coordinated in advance.

Why in advance? Because there's a load on the hotline, and we do not want the agent to send a call for help and it will not arrive. The other relevant agents will be in the system. In addition, he can set the type of order, between full access and viewing using a radio button.

The agent can send an invitation via email or copy the link and send it to the third participant through the media that is most convenient for him.

Once the third participant joins, a panel configuration indication will slide from the top navigation bar. The agent will be able to set his permission throughout the process.In addition, no additional participants can be added and only the agent who opened the session can complete it.

TechSee - Exercise

ROLE

TimeLine