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Contact Centre
Work breakdown structure
Saturday, June 25, 2016

Global
Rollout

Deployment Client roles and

1. For admin Global level Country level
Training responsibilities in Service pages FAQ knowledge
training 2.level configuration configuration Testing Data services
place & base population
Interface/location customisations
level
Application
Admin & FAQ staff Common Service Appearance & Integration UAT Contact upload
Admin training FAQs
accounts configuration mailboxes Staff Updated client Create FAQs
Admin & FAQ menu Management hosted pages to
Admin & FAQ profiles
Staff Accounts refer to chat
Dashboards Menus
Custom dropdown FAQs Account profiles
FAQ catalog
Company
menus System testing upload Develop & sign-off
Call Centre training Countries/provinces FAQ bookshelf product and category
Custom fields Look and feel taxonomy
System config Domain for Chat
Service levels Chat request
pages
page Migrate data
Service Ticket Content library
configuration Management (standard text) Unit testing from legacy
Default response systems
Products/categories times Identify existing
Linking Service Levels FAQs and useful
Template messages Public holidays
SEO settings SSI files content
Profanity filter Ticket workflow CSS files
Ticket SLAs Assets 3rd party data e.g.
Common words
Ticket types Cleaned up contact
(and,that,were,a)
Ticket levels data
Chat bot and
agent chat
FAQs
Tickets
Contacts and Source country level
Session queues companies data
Agent statuses
Country
Knowledgebase
Contact custom configuration
menu
Key Org custom menu
Custom fields SEO settings
Profanity filter

Client
deliverable

Activity/task

Deliverable

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