Exercise $3\mathrm{.}9$ Write four user stories based on the following scenario. Let these be the highest priority user stories, based on perceived business value for the client.

Your team is doing a project for a nationwide insurance company that prides itself on its personalized customer service. Each customer has a designated insurance agent, who is familiar with the customer's situation and preferences. The company has engaged you to create an application that will route customer phone calls and text messages to the designated agent.

And there may be times when the designated agent is not available. If so$,$ the caller needs to speak to an agent $-$ say, to report an accident $-$ then, as a backup, the automated application must offer to connect the caller with another agent at the local branch $($preferred$)$ or at the regional support center, which is staffed $24$ hours a day, $7$ days a week. The regional center will be able to help the caller because the application will simultaneously send both the phone call and the relevant customer information to the regional agent's computer.

At any choice point, callers will be able to choose to leave a voice message or request a callback. Exercise $3\mathrm{.}9$ Write four user stories based on the following scenario. Let these be the highest priority user stories, based on perceived business value for the client.

Your team is doing a project for a nationwide insurance company that prides itself on its personalized customer service. Each customer has a designated insurance agent, who is familiar with the customer's situation and preferences. The company has engaged you to create an application that will route customer phone calls and text messages to the designated agent.

And there may be times when the designated agent is not available. If so$,$ the caller needs to speak to an agent $-$ say, to report an accident $-$ then, as a backup, the automated application must offer to connect the caller with another agent at the local branch $($preferred$)$ or at the regional support center, which is staffed $24$ hours a day, $7$ days a

week. The regional center will be able to help the caller because the application will simultaneously send both the phone call and the relevant customer information to the regional agent's computer.

At any choice point, callers will be able to choose to leave a voice message or request a callback.