The virtual care team uses Queue to communicate with clients who video call or chat us in the app. I redesigned Queue to enhance scalability, apply our updated branding guidelines, and improve the overall agent experience.
Queue overhaul is meant to help scale our 24/7 chat and video support tool and aid agents in being more efficient when responding to questions. This includes automatically assigning chats to agents, the ability to transfer chats, the ability to end chats, and identifying active vs. archived conversations.
1. Build a scalable communications platform by auto-assigning incoming chats to online agents.
2. Define end of conversation by notifying members when a conversation has ended.
3. Enable easy access to previous conversations by utilizing threaded chats.
4. Create chat consistency & continuity of care by providing an overview of key patient & client information.