Top level User stories
Table of Contents
User Types
TODO
User Stories
1. Integration Preparations
User Story 1.1:
- As an administrator,
- I want all preparations for AI integration to be completed
- so that AI functionalities can be smoothly implemented and used in our application.
User Story 1.2:
- As a user,
- I want the Slack integration to be working
- so that I can receive notifications and updates in Slack.
User Story 1.3:
- As a user,
- I want the Zapier integration to be working
- so that I can set up automations between our system and other applications.
User Story 1.4:
- As a user,
- I want a working integration with a mailbox
- so that I can send updates to customers and other stakeholders from within the application.
Note: We would like advice on whether the Zapier integration is sufficient to integrate with mail and Slack.
2. Recording / Transcribing Conversations
User Story 2.1:
- As a user,
- I want the 3cx integration to be working
- so that our employees can easily and quickly answer calls and make outgoing calls to landlines and mobile phones.
- Additionally: I can record and transcribe calls within our system or within 3cx for quality and training purposes.
User Story 2.2:
- As a user,
- I want the phone number of a location to automatically fill in the customer and location details when I record a call
- so that I can work more efficiently and minimize errors when entering information into a case.
User Story 2.3:
- As a system administrator,
- I want the agents in 3cx to be synchronized with the agents in the CRM system
- so that there is consistency in user data and access.
3. Creating a Malfunctions "Map"
User Story 3.1:
- As a user,
- I want to create a malfunctions "map" where calls representing the same issue can be placed
- so that I can better categorize and manage malfunctions.
User Story 3.2:
- As a user,
- I want to be able to view all malfunctions, specified by location
- so that I know what is happening at the locations from which I can receive calls.
4. Case Email Functionality
User Story 4.1:
- As a user,
- I want to email a case (or a group of cases under a malfunction) to a fixed contact person or a new email address, and see the email activity logged under the case and in the sent items
- so that I can keep track of and find communications, with only my own sent items visible (except for the administrator, who has full access).
User Story 4.2:
- As a user,
- I want the CRM to display the complete history of each case
- so that every action taken by an agent (such as sending a follow-up email, selecting and making a call) is recorded in the case history.
- Additionally, the status of the case/action, including who did what, should be visible in the handling tab.
- Furthermore, I want reply messages/emails from the customer to be automatically processed and added to the case
- so that the case history remains complete and up-to-date without manual intervention.
5. Agent Login
User Story 5.1:
- As an agent,
- I want to log in to the system
- so that I can access the necessary functionalities to do my work.
User Story 5.2:
- As a system administrator,
- I want all agents to be able to log in securely using 2FA in a multi-tenant structure
- so that all data is protected and we can work according to security guidelines.
6. Viewing Roles and Permissions
User Story 6.1:
- As an administrator,
- I want to view and manage roles and permissions
- so that I can control and assign access to various functions and data.
7. Data Entry
User Story 7.1:
- As an administrator,
- I want to import and update data using import and export templates
- so that I can efficiently enter and update data for customers, objects, contracts, protocols, and contacts.
User Story 7.2:
- As an administrator,
- I want to run custom exports
- so that I can generate reports on, for example, the number of calls per customer, location, and time interval.
- We have to schedule a meeting to discuss the content of those reports/custom exports.
User Story 7.3:
- As an administrator,
- I want to be able to adjust workflows/processes/protocols myself
- so that I don't need a developer to make changes or additions to the configured protocols.