diff --git a/data/content.ts b/data/content.ts index 6111116..7f08307 100644 --- a/data/content.ts +++ b/data/content.ts @@ -124,24 +124,67 @@ An \`agent\` is a real-person (and most often a representative of some business) A front-desk employee at a hotel checking in a guest is an easy to reach example. The ticketing/admission agents at an event might be another. These agent to guest interactions are what drive an organization on the ground. -These interactions might occur at high volumes and might be sustained throughout normal business operation. In such cases, -the amount of time spent completing tasks and exchanging information might have a very high impact on a business' operations. + +
A standard conversation flow + +Alt text + +
+ + +These interactions might repeat throughout normal business operation, and more than one may happen at once. Agents can +(in general) only handle one interaction at a time. + + +
A line of workflows waiting to happen + +Alt text + +
+ + +Scale this up. Hundreds of guests, or thousands of guests arriving at a high rate. A once a year event is happening or somesuch. +Most organizations at such scale aren't going to have a single agent handling any task that might be a bottleneck to normal operation. + + +
An surge of workflows happening all at once + +Alt text + +
+ +With or without the additional help, at scale, little variances in the amount of time spent in every component of an interaction while +completing tasks and exchanging information might have a very high cumulative impact on a business' ability to scale operation to bursts in demand. FAM supports breaking these interactions down into streamlined, consistent, efficient, repeatable, and flexible workflows. -
Not every interaction will be the same. Some guests might have additional service needs. - -A workflow, and a workload. + +
+ +A workflow divides some business process into a sequence of steps.
+
+ +A workflow is easy to repeat or abandon. + +
+
+ +A workflow may allow traversal between steps. + +
-There is a minimum amount of time that it takes an agent to complete a task in any software, and there is a reasonable maximum amount of time that might be spent on -unusual circumstances or perhaps lost to the 'growing pains' of inexperienced staff or imperfect systems. +There is a minimum amount of time that it takes an agent to complete a task in a UI and a reasonable maximum amount of time that might + be spent on the same task in the same UI. This variance could be blamed on various factors, but it's mostly just input errors or mistakes in procedure. -FAM tries to shorten the duration of agent to guest interactions without reducing the quality of the interaction through purpose-built UX-first guided workflows. Task identification from business analysis are made into functional workflows that support reducing the time taken to complete tasks while also addressing the variability in +FAM tries to reduce the amount of time lost to mistakes and the overall interaction duration without reducing the quality of the interaction +through purpose-built UX-first guided workflows. + +Task identification from business analysis are made into functional workflows that support reducing the time taken to complete tasks while also addressing the variability in how much time that it takes to complete these tasks. @@ -152,7 +195,11 @@ how much time that it takes to complete these tasks.
-A step can contain any type of work, and can be used in multiple workflows. An identification step for a check-in process using the default template might look like such: +A step can contain any type of work, and can be used in multiple workflows. + + +An identification step for a check-in process using the default template might look like such: +
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