TABLE OF CONTENTS
TABLE OF CONTENTS.....................................................................................................2
AMENDMENT HISTORY.................................................................................................3
PROJECT OVERVIEW.......................................................................................................4
PROJECT SCOPE...............................................................................................................5
Stakeholders.....................................................................................................................5
Business Processes Affected............................................................................................5
Systems/Applications......................................................................................................5
Assumptions/Constraints.................................................................................................5
Risks................................................................................................................................5
Related Documents..........................................................................................................5
BUSINESS PROCESS FLOWS..........................................................................................6
<Business Process Name>...............................................................................................6
APPENDICES.....................................................................................................................9
Glossary...........................................................................................................................9
Page 2
<Project> - Business Requirements Document
AMENDMENT HISTORY
Version
Prepared By
Date
Description
Page 3
<Project> - Business Requirements Document
PROJECT OVERVIEW
<insert project overview here>
Page 4
<Project> - Business Requirements Document
PROJECT SCOPE
Stakeholders
Stakeholder Name
Company
Department
Business Processes Affected
The following businesses are in scope:
-
<list business processes>
The following business processes are out of scope:
-
BUSINESS PROCESS FLOWS
<Business Process Name>
“Current State” Process Flow
Step #
1
2
3
4
5
6
7
Actor
Step
Comments
Page 6
<Project> - Business Requirements Document
“Future State” Process Flow
Step #
1
3
4
5
6
7
8
Actor
Step
Comments
Page 7
<Project> - Business Requirements Document
Business Requirements
RQT ID
1
2
<rqt-id 3>
<rqt-id 4>
Name
Real time new
contact ‘Pop Up’
notification
Real time round
robin counselor
assignment
Ability to assign
new contacts to
counselors that are
signed in and skip
those not available
Auto refresh
capability
Description
As a new contact enters the
system a pop up
notification to the assigned
or on duty advisor appears
As new contacts enter the
system a counselor is
assigned in an automated
round robin fashion
As a new contact enters the
system the contact is
routed only to counselors
signed in and available.
When a new contact enters
a counselor queue the
contact will appear on the
top of the counselor’s
contact list upon the screen
automatically refreshing