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Cradle to Grave

Cradle to Grave

Sept 19, 2018

Background:

When a customer phones up a call centre, for example, their experience could span multiple different calls due to their call being transferred/being placed on hold/etc. It is required to have a way that links all these separate calls together to allow for the whole customer experience to be recreated. 

Current World:

A global Id (called the segment Id) is populated when a call is split; this id is not set if a call is never split. When a 'split' call is displayed in Search and Replay, a '+' is displayed next to the call. When this '+' is clicked, the linked calls all appear underneath the original call. It is then possible to replay all the calls if they are all selected, or just one individual call if just that one is selected. 

Whiteboard:


  • Could be a licensed feature as not all PPs support this functionality
  • An improvement on the current UI is required - something nicer than the current '+' button
  • A call can be split when a call is placed on hold, but this depends on the integration (shocker).
    • If the integration does not drop the recording (i.e. it records the period when the customer in on hold), then the call is not split and the segment Id is not set
    • If the integration does drop the recording (i.e. it does not record the period when the customer is on hold), then the call is split and the segment Id is set
  • To complete this work an assumption will need to be made that the integration used does support this functionality - SIPREC does not support this
    • Some 'fudging' of the code (mock collector) may need to be done in order to test this feature
  • The ability to export all the calls (separately) and to export a single call needs to be supported
    • A future requirement could be the ability to export a fully recreated call (all the calls stitched together)
  • A possibility for the UI could be that when a split call is replayed - the fully recreated call is loaded in the replay plugin, but the replay starts from the starting point of the call that was selected to be replayed



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