Streamline process of following up in the forum

RESOLVED FIXED in 1.2

Status

RESOLVED FIXED
9 years ago
6 years ago

People

(Reporter: zzxc, Assigned: zzxc)

Tracking

unspecified

Details

Attachments

(3 attachments, 1 obsolete attachment)

(Assignee)

Description

9 years ago
From our weekly CSAT data, only between six and ten percent of users from live chat follow up in the forum.  Since a lot of chats are not yet resolved when the user is disconnected or closes the browser, the process of following up later should be made easier.  Changes that need to be made:

*Transcript e-mails should include links to the CSAT poll and for following up in the forum
*Provide a link to follow up in the forum right after the chat ends
*Include the chat ID in any forum reply, so we can collect stats about users who start in Live Chat and continue in the forum.  (A future enhancement would be to allow the user to include the entire transcript)

Additionally, bug 481539 will allow helpers to give a CSAT or forum followup link to the user at any time, via a canned response.
(Assignee)

Updated

9 years ago
Assignee: nobody → bugs
(Assignee)

Comment 1

9 years ago
Created attachment 383979 [details]
SQL for forum metadata table

This is the SQL for the forum metadata table that will be used by live chat CSAT, to find posts that are continuations of a live chat.  The table is generic, so it may also be used to store information such as plugins or user-agent.
Attachment #383979 - Flags: review?(smirkingsisyphus)
(Assignee)

Comment 2

9 years ago
Created attachment 384045 [details] [diff] [review]
Store live chat ID in forum metadata

This adds a metadata feature to tiki_comments to store information about each thread for easy querying.  The Live Chat session ID and agent name are stored in this table to track live chat->forum followups.

The included tiki-forum_livechat_pings.php script produces an XML output of recent live chat followups, for Openfire and sumobot to query.
Attachment #384045 - Flags: review?(smirkingsisyphus)
(Assignee)

Comment 3

9 years ago
Created attachment 384141 [details] [diff] [review]
Slightly improved patch

This is a slightly improved patch that adds an <agent> element in tiki-forum_livechat_pings.php and deletes metadata when a thread is removed.
Attachment #384045 - Attachment is obsolete: true
Attachment #384141 - Flags: review?(smirkingsisyphus)
Attachment #384045 - Flags: review?(smirkingsisyphus)

Updated

9 years ago
Attachment #383979 - Flags: review?(smirkingsisyphus) → review+

Updated

9 years ago
Attachment #384141 - Flags: review?(smirkingsisyphus) → review+

Comment 4

9 years ago
Since this adds a table to SUMO and introduces new functionality, Laura needs to look at this too.

Comment 5

9 years ago
Comment on attachment 383979 [details]
SQL for forum metadata table

Requesting review from Laura, per Eric's comment.
Attachment #383979 - Flags: review?(laura)

Updated

9 years ago
Attachment #383979 - Attachment mime type: text/x-sql → text/plain

Comment 6

9 years ago
Comment on attachment 383979 [details]
SQL for forum metadata table

Don't forget to add this to the push bug.
Attachment #383979 - Flags: review?(laura) → review+

Comment 7

9 years ago
You should also add sanitization of the User Agent.  When that's done, please commit and file a bug to get SQl run on staging ASAP so QA can test.
(Assignee)

Comment 8

9 years ago
(In reply to comment #7)
> You should also add sanitization of the User Agent.  When that's done, please
> commit and file a bug to get SQl run on staging ASAP so QA can test.

Sanitation is already being done by strip_tags in set_metadata, when $sanitize == 1.  Should it be doing more here?
(Assignee)

Comment 9

9 years ago
Also, I don't currently have commit permissions in /projects/sumo, so I will either need to get those permissions or have someone else check this in.
(Assignee)

Comment 10

9 years ago
Created attachment 385195 [details] [diff] [review]
Update to trunk

Patch updated for changes to trunk
Committed in r28550 / r28551
Status: NEW → RESOLVED
Last Resolved: 9 years ago
Resolution: --- → FIXED
Component: Chat → Chat
Product: support.mozilla.org → support.mozilla.org Graveyard
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