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Permission to Playback Groups/Teams

Permission to Playback Groups/Teams

By Devon Cockram (Unlicensed)
Sept 20, 2019

MoSCoW Rating for Deimos Release:

Must

Business Case

From the perspective of a Supervisor or Team Lead this permission would help them to monitor their Team's performance, audit their calls and provide valuable feedback to agents on how to improve their calls. A Compliance Manager/Officer would need this permission to allow them to investigate potential compliance issues. Within a public safety context, a command and control centre manager will need this permission to allow them replay/reconstruct incidents.

Personas effected

  • Sam Salamander - Head of Compliance/ Audit and Risk
  • Annette Curtains - Contact Centre Team Lead
  • Gary Baldi - Customer Experience/ Contact Centre Manager
  • Penn Gwynn - Head of Contact Centre
  • Teresa Green - Operational Control Manager

Pre-Requisites:

Functionality

One of the key details we receive from the AD Metadata Capture feature is the business unit that an agent/user is attached to. This is then stored in a database table. We want to use the 'business unit' to automatically assign a permission which will allow a user to replay calls for all members of their Team. It will be a simple permission which if assigned to a team leader/manager of a business unit/team, will allow them to replay and live listen to all calls made by members of their business unit/team. if they are not assigned this permission they will not have the ability to listen to all calls for the team, but can still be assigned permission to listen to their own calls.


Non Functional Requirements


RefAreaMoSCoWRequirementComments

1

Error-handling

M

Ease with which the system can degrade gracefully if errors occur - eg does the entire system go down and lose data if the internet goes down

All errors and warnings must be logged without personally identifiable information

2

Legal and Regulatory

 

specific legal and regulatory requirements associated with the feature

GDPR compliance for protecting personal data must be enforced

3

Licensing

M

new/amended licensing requirements associated with the feature or with introduced 3rd party components)

No licensing is required for this feature

4

Localizability

 

need to include localised features eg currency; date formats


5

Performance

M

ability to meet specific performance standards/requirements

Post implementation login/authentication should not exceed 2 seconds

6

Concurrency

 

Specific concurrency requirements

 

7

Resilience

M

ability to handle failure of an individual component within the system

Agent/user should not be able to login if AD Metadata is unavailable

8

Scalability

 

requirements to support increasing numbers of users/concurrency without incurring significant cost


9

Security

M

adherence to defined/specified customer/industry security standards

All data stored or cached must be encrypted using standard AES-256 encryption.

10

Storage

 

Specific storage requirements/considerations

 

11

Supportability

 

ease with which Support could/need to access logs etc to diagnose a problem

If an agent cannot be successfully mapped to a business unit an audit log should be created.

12

Test requirements

M

ease with which the functionality could/should be supported by automated testing

This should be end to end automatable.

13

Training

 

specific training/installation/configuration documentation that is associated with this feature that need to be created/updated

 

14

User Experience

M

specific user experience requirements that would ensure the functionality is acceptable to customers eg can complete action within x clicks

This feature should be invisible to the user/agent

Future Functionality

Licensing

  • Feature to be licensed – feature toggled on and off

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