This application will server as a way to get anonymous peer feedback on support chats
This application will be written in Python, PHP, and potentially Java/Tomcat.
The application will have four main pages/views:
- The page where a daily input can be made.
- Page will provide two large text areas for two chats. Each chat will have an associated id number that is in the format of YYMMDD - 0000###
- Page will be used by lead/other to add chat logs to the general queue.
- The one-off input page
- Page will be used by individual chat agents to submit their own chat logs for peer feedback
- The chat feedback page
- page will display the an individual chat log and allow the viewer to provide feedback
- example can be seen at : http://jlmarks.org/is2/chatrev.html
- The chat results page
- page will display the chat log with a cumulative total of good/bad and all associated comments.
Additional pages:
- All chat logs submitted page
- page to see list of all chat logs submitted with links to each the feedback and results page.
TODO
- Determine database design
- Scripts to write:
- parse strings into component parts
- upload component parts to server
- when feedback is submitted save feedback for each line of the chat in a way that it does not overwrite other feedback and allows things to be tallied
- access and server information based on pages outlined
- script that emails all chats submitted for review
Database design:
- main table
- chatdate - the date portion of the chat id
- chatnumber - the number portion of the chat id
- chatID - the combined portions of the chatdate - chatnumber
- dat/time uploaded - the date time that the chat was uploaded.
- Interactions table
- chatid - the combined portions of the chatdate - chatnumber
- line # - which line of the chat we are recording (starts with 0 which is the record of when chat started and who chat is with)
- Agent/Customer - Who submitted the line, the agent or the customer?
- Line Text - What was submitted for that line
- Time from last line - the time difference from the last line that was submitted to this line
- Simple feedback table
- Chatid - the combined portions of the chatdate - chatnumber
- line # - which line of the chat we are recording (starts with 0 which is the record of when chat started and who chat is with)
- countA - the number of votes for simple feedback option A (Either good for the agent or important for the customer)
- countB - the number of votes for simple feedback option B (Either bad for the agent or something else for the customer)
- Complex feedback table
- Chatid - the combined portions of the chatdate - chatnumber
- line # - which line of the chat we are recording (starts with 0 which is the record of when chat started and who chat is with)
- complexfeedback - the text feedback that was submitted for this line.