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What is it?


In this 60-minute 1:1 UX session, observation and interview are conducted remotely via a Skype for Business meeting. During this session,
observation is capture regarding processes and experiences with our products and services.


The goal is to understand the needs, and use cases for agents that work queues of live chat requests/issues.



When is it?


Monday, February 11th– Friday, February 22nd Any 60-minutes between 5:00 AM – 5:00 PM CST

(or any time after 12:00 PM CET)



Who Qualifies?


We are looking for Service Desk Managers who are Service Desk or Case Agent. You qualify to
participate in this study if you satisfy at least one of these requirements:


-  You work and manage request/issues that get transferred from Chatbot sessions.

-  You are service Desk Agent who work and manage queues of requests/issues coming through live chat.

- You are a Case Agent for HR, Facilities, or some other team that works and manages queues of

   requests/issues coming through live chat.





What you need for the 1:1 sessions?


You will need to be able to take a 60-minute call via Skype for Business.




Next steps: Email Launa Nguyen at with email subject line:

“UX Study – Live Chat Agent”



*Our UX Researchers are happy to travel to your company location to conduct this UX study

ONSITE/IN-PERSON. If you are based in California in/near Los Angeles area,  and are interested in an ON-SITE UX session, please let me know.
I’ll be happy to share the schedule and agenda for an ON-SITE visit. @Live_Chat_Agents