Contact center review
Did we recommend a Contact Center Review in the Collaboration Cycle Request ticket? If so, follow the below guidelines to get started.
Owner
Veteran Support Team
Timing
Request this touchpoint:
At least 4 weeks prior to launch or unmoderated testing for a brand-new service, or
At least 2 weeks prior to launch or unmoderated testing for a new feature or iteration for an existing service.
The build on staging should be complete and ready to launch, but the priority is to begin this review with the required lead time (4 or 2 weeks).
Format
Asynchronous review
Objective
To ensure VA contact center representatives are prepared to answer questions and help Veterans troubleshoot new tools or services on VA.gov.
Request
VFS Product Manager submits a Contact Center Review - Request Template, available within the Veteran Support/Contact Center support page.
Artifacts
Learn more about how to prepare for this review at the Veteran Support/Contact Center support page.
VFS brings:
Product Guide
Product Video
Outcome
Contact center reviewers provide feedback on your artifacts and training documentation in a GitHub ticket.
Help and feedback
Get help from the Platform Support Team in Slack.
Submit a feature idea to the Platform.