Cisco Callback Dashboard

Creating a callback mechanism for Cisco

 No callback application
Problem dashboard to manage Cisco
callback forms

2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 An internal or external user has an
option to request a callback if they
encounter technical issues
But Cisco lacked a comprehensive
dashboard for all of the callback forms
that a user can fill out
In order to help eliminate Cisco as an
intermediary, Cisco Callback
Dashboard came to fruition

2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Personas
Alice Bob Tom
CCAT Admin Client Admin User of Callback

Demographics 35 65 y.o 30 50 y.o. 20 50 y.o.

Motivation and Creates callback forms, Edits callback forms, Requests a callback if
personality admin users, has full adds limited users, has encounters technical
control limited control issues
Digital literacy High High Medium

Platforms Desktop Desktop Desktop

Need and context of use Can view and edit Can view and edit Can request a callback
existing forms. Ability to existing forms by entering information
add clients into a form
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Callback Flow

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 Proposed design

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 Home page

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Default CCAT Panel

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Adding New Client

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Adding New Client

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Default Client Panel

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Adding New Connection

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Adding New Connection

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Adding New Connection

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Adding New Admin

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Adding New Admin

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Adding New Admin

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Adding New Admin

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Editing Callback Form

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Editing Callback Form

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Editing Callback Form

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Preview of Callback Form

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Publishing Callback Form

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Country blocking

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Country blocking

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Country blocking

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The suggested UI
designs were
accepted by the
development team

2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
And allows for various users to access, edit, and publish forms