Form - Contact History

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1 Overview

Every form in bxp software (bxp) comes with a number of inbuilt features. Contact History is a view of all of the contacts that happened with that record.


As per the training in CC-1-3 Introduction to Blended Form Structure Contact_Centre_Training a customer record is a CDA. Every interaction with that record is a contact called a CCL.


A CCL cannot exist without a CDA to be paired with.


2 Accessing CCLs

In order to see what CCLs are associated with a CDA, a CDA must first be created.


Main Menu > Inbound Contact > My Data > Take an Inbound Contact - Multipart contact > Choose a form > enter a dummy record, choose any outcome, click "Save Details" > Choose "Click here to continue working with this record" >


When you go into an existing CDA, there will be two buttons at the top of the page "Contact History" and "Upload an item"


ContactHistory001.png


N.B.  It is not possible to upload / attach items to a CDA until the CDA is saved.


3 CCL contents

A CCL contains a number of pieces of information

Field Use
Id Id Unique Id of the contact
StaffId The unique Id of the user logging the record
CDAId The CDA this CCL is linked to
StartDateTime Date Time record first appeared on screen
EndDateTime Date Time outcome logged of contact
CallbackDateTime If required, Call back Date Time
Outcome Outcome used
Comment Notes left for that contact
MediaCode For Media Code management and reporting
AppointmentId If linked to an Appointment Management record
SequenceNumber The contact number of the record in sequence, e.g. 2
CDADuration An integer representation of how many seconds the record was on screen
LastContactDuration An integer representation of how many seconds since the last CCL
CaseDuration An integer representation of how many seconds in total since case started
FirstCCId CCL Id of first contact
FirstCCLDateTime Actual Date / Time of First Contact
Category Categorisation used of CCLs for speedy reporting
DurationTime Time representation of entire case in hhh:mm:ss format.
Reopened True / False for Case management record flagging

4 Uploading files

The contact history can also be used to make files associated with a CDA available. Using the "Upload an item" button, a user can attach any file type to the contact history of the record.


Whilst attachments are easily downloaded from inside the Contact History pop up window it is also possible to include the CCL attachments bar as question type in your form


attachments bar 002.png


For more information on the Attachments Bar Form_-_Attachments_Bar

5 Display Order

The order in which items in the contact history is displayed can be changed. Main Menu > Form Management > Form - Primary Management > Form - Advanced Settings > Choose the form > Advanced Settings > Contact History - Sort Order


  • Ascending : Orders the items by the order in which the CCLs were added to the record in ascending order
  • Descending : Orders the items by the order in which the CCLs were added to the record in ascending order
  • Agent : Orders the items by the user who added the item and then the order in which the CCLs were added to the record in ascending order
  • Outcome : Orders the items by the outcomes used and then the order in which the CCLs were added to the record in ascending order
  • DateASC : Orders the entries by EndDateTime of the CCLs in ascending order
  • DateDESC : Orders the entries by EndDateTime of the CCLs in ascending order


6 Modifying Contact History items

It is not currently possible to modify CCLs through the bxp interface. Support can offer you suggestions and possibilities if you need to modify contact history items.


7 Other users of CCLs

It is possible to store complete Data Snapshots in the comments of the CCL. This allows for complete auditable change history of CDA records.