Introduction

This is about the solution required that allows a permitted user to search through call transcripts, using a set of criteria.

Potential Actors/Role

System Administrator

Pre-condition: Each call will have its own transcription.

On Call Search page, user can

1) listen to call and

2) view transcription of the call

In order to search through call transcripts; user will need to enter search criteria.

Search criteria

1. Search range

2. Agent extension

3. Transcription

For transcription -

i) Only Contains function will be used; Equals and Not Equals functions are not required

ii) The logical operator, AND or OR is chosen to set additional or alternative condition

iii) Speechmarks (" ") will be used to search for phrases

iii) 'Add Condition' is used to add another condition (AND or OR)

Expected Behaviour: when search is performed, the system will search all the three criteria and show the result i.e. the system searches for the strings (keywords) in all calls made or received by agent with extension number indicated within the period specified.

User Access to Transcription

Expected Behaviour: If a user doesn't have permission to get call's transcription then the Transcription filter should not be displayed in the list of filters.

Search Results

For playback, the search results should be indicated as vertical lines on the player graph, showing where the keyword or phrase was found in the call.

On the transcription pane, the search results should also be highlighted (in yellow) within the transcript.

NOTE:

It is not in MVP for Simple Search to perform transcription search
As part of this solution but not as MVP, the transcription search feature will also be able to search for keywords or specific phrases at the beginning or end of a call which is defined by "in first X seconds" or "in last X seconds" of a call. In this way, "thanks for calling" can be searched in the last 15 seconds of a call and Good Morning AND Redbox can be searched as independent keywords in the first 20 seconds of a call.
It is not part of the requirements to return any statistics for transcription search.

Simon Jolly (Unlicensed) to review the requirements
Sergey Shafiev (Unlicensed)
Kirill Zotkin (Unlicensed)
Team Charlie QA representative to sign off on requirements

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