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BE calls these records Campaign CaLls records (CCL).
2.3.3 Field types
There are a number of types of information you can store in fields. A field with a line of text with numbers, letters and characters is called a string, which can be abbreviated to str. If the field only contains whole numbers it can be called an integer or int for short. If the field contains a fraction i.e. 1.234 then it is known as a float or flt.
If the field contains a date and time it can be abbreviated to dte. BE always uses universal date time format for consistency and sorting. Sorting a date stored in 1/4/2014 and 3/1/2013 will sort the dates incorrectly as:• 1/4/2014• 3/1/2013Universal date time format ensures that it sorts properly.• 2013-01-03• 2014-04-01Also sometimes American dates would mean 1/4/2014 is the 4th of January. So for clarity universal date time format is always consistent and precise.= Field types =
A basic type of field in BE is one field, where only one value is required. E.g. Favourite colour, Gender.
A complex type of field in BE is There are a combination number of a number types of basic information you can store in fields. E.g Name, made up A field with a line of Titletext with numbers, Firstnameletters and characters is called a string, Initial, Surname which can be abbreviated to str. If the field only contains whole numbers it can be called an integer or Irish Address, Address int for short. If the field contains a fraction i.e. 1, address 2, address 2, address 3, county, country.234 then it is known as a float or flt.
BE has many basic and complex types.
2If the field contains a date and time it can be abbreviated to dte. BE always uses universal date time format for consistency and sorting. Sorting a date stored in 1/4/2014 and 3./1/2013 will sort the dates incorrectly as:* 1/4 CDA system fields/2014* 3/1/2013
You can have as many fields as you like in a CDA record. This allows you to build any form you need. When you create a form in BE, BE will add a number of fields for you for system use purposes. • Id This is the unique CDA Id.• Status This is a word to describe what status the record is at.• Last Comment If we have interacted with the record before, then this is the last comment on Universal date time format ensures that itsorts properly.• No of Attempts This is the total number of CCLs stored for the CDA so far. Starts at 0.• Staff Id The Id of the last BE user to interact with the record.* 2013-01-03• Last Date Time The last date and time the record was interacted with, or loaded into the system.* 2014-04-01
As BE is a computer system, it needs to name the fields without any chance of there being repetition. For this reason the system uses a unique file naming system. First let’s look at the unique system fields. Using the three letter abbreviations described previously:
intCDA_25_Id means, integer, CDA record, form 25 and the Id fieldstrCDA_25_Status means, string, CDA record, form 25 and Also sometimes American dates would mean 1/4/2014 is the Status fieldstrCDA_25_Comments means, string, CDA record, form 25 and the last commentintCDA_25_NoOfAttempts means, integer, CDA record, form 25 and the number 4th of CCLs January. So for this CDAintCDA_25_StaffId means, integer, CDA record, form 25 and the last staff to interact with the CDAstrCDA_25_LastDateTime means, string, CDA record, form 25 and the last clarity universal date time it was interacted withformat is always consistent and precise.
There is another field strCDA_25_ which is used to store score information for tests, surveys and quality assurance scores.
2A basic type of field in bxp is one field, where only one value is required.3 E.g. Favourite colour, Gender.5 CDA user fields
Every field that is added by the user takes a similar format:
strCDA_25_field_0_0A complex type of field in bxp is a combination of a number of basic fields. E.g Name, made up of Title, Firstname, Initial, Surname or Irish Address, Address 1, address 2, address 2, address 3, county, country.
As BE does not know what content you are going to put in the fields it must set every field to be a string field by default. Dissecting the elements of the field name:
• str string content
• CDA a CDA record
• 25 form 25
• field field, this is a user defined field
• 0 sub part 0 (described in the coming paragraph)
• 0 quesiton identifier
Every question that is added to a form will increment the field number by 1bxp has many basic and complex types. Here is an example of four basic type fields
• strCDA_25_field_0_0
• strCDA_25_field_0_1
• strCDA_25_field_0_2
• strCDA_25_field_0_3
A complex type such as name, which has sub parts, causes the sub part number to increase. = CDA system fields =
The Complex – Title Block question type has name has four parts, title, firstname, initial and surnameYou can have as many fields as you like in a CDA record. This allows you to build any form you need. Continuing with our example, the next question When you create a form in sequence would be question 4BE, so the first part becomes• strCDA_25_field_0_4 TitleBE will add a number of fields for you for system use purposes.
That * '''Id '''This is the unique CDA Id.* '''Status '''This is now a storage field for Titleword to describe what status the record is at. But * '''Last Comment '''If we need storage fields for firstnamehave interacted with the record before, initial and surname which become increase then this is the last comment on it.* '''No of Attempts '''This is the sub part total numberof CCLs stored for the CDA so far. Starts at 0.• strCDA_25_field_1_4 * '''Staff Id Firstname'''The Id of the last bxp user to interact with the record.• strCDA_25_field_2_4 Initial• strCDA_25_field_3_4 Surname* '''Last Date Time '''The last date and time the record was interacted with, or loaded into the system.
So our worked example would become
• strCDA_25_field_0_0
• strCDA_25_field_0_1
• strCDA_25_field_0_2
• strCDA_25_field_0_3
• strCDA_25_field_0_4
• strCDA_25_field_1_4
• strCDA_25_field_2_4
• strCDA_25_field_3_4
There are three ways of creating As bxp is a computer system, it needs to name the contents fields without any chance of a CDA recordthere being repetition.• Data Entry• Importing data from For this reason the system uses a unique file• Transfer of data from an external source, such as a website or another formnaming system. First let’s look at the unique system fields.
2.3.6 Field Mapping
The system fields whilst being unique and ok for Using the system to manage are not very user friendly. It also makes for reporting and system setup a matter of user memory. To help this, BE implements a field mapping system which allows user understandable titles on every CDA field. Field mapping is key in a number of areas especially when loading data from a file. In Microsoft Excel if the column heading is the same word exactly as the field mapping BE is able to load the data from the column directly into the matched field.three letter abbreviations described previously:
A field mapping for the above field list might be:Field Name * intCDA_25_Id Mapped NameintCDA_25_Id means, integer, CDA record, form 25 and the Idfield* strCDA_25_Status means, string, CDA record, form 25 and the Statusfield* strCDA_25_Comments Last Comment means, string, CDA record, form 25 and the last comment* intCDA_25_NoOfAttempts Number means, integer, CDA record, form 25 and the number of AttemptsCCLs for this CDA* intCDA_25_StaffId Last Staff id means, integer, CDA record, form 25 and the last staff to interact with the CDA* strCDA_25_LastDateTime Last Date means, string, CDA record, form 25 and TimestrCDA_25_field_0_0 GenderstrCDA_25_field_0_1 Favourite ColourstrCDA_25_field_0_2 Plays GolfstrCDA_25_field_0_3 Package Interested InstrCDA_25_field_0_4 TitlestrCDA_25_field_1_4 FirstnamestrCDA_25_field_2_4 InitialstrCDA_25_field_3_4 Surnamethe last date time it was interacted with
2.3.7 CCL fields
The contacts table There is completely system generated another field strCDA_25_ which is used to store score information for tests, surveys and has a number of key fields. Every contact with a CDA record is recorded as a CCL recordquality assurance scores. The most important CCL system fields are
intCCL_25_Id A unique CCL Id
intCCL_25_StaffId The Id of the staff member logging the contact
intCCL_25_CDAId The CDA Id for the contact
dteCCL_25_StartDateTime When the contact was started
dteCCL_25_EndDateTime When the contact was ended
strCCL_25_Outcome The outcome / disposition code used
strCCL_25_MediaCode The media code captured which was the reason for the contact
strCCL_25_Comments The comments logged for this contact
There are many more fields in a CCL which are used for various system functions.
2.3.8 Scripts= CDA user fields =
A workflow is a sequence in which a procedure is delivered. To help deliver a workflow a script can provide wording to guide the agent on how to fill in the fields of the form. From top to bottom a script can help an agent be as efficient as possible. BE does not just display fields on screen to be filled in, but instead integrates them into a script. The additional information of the script can improve quality and efficiency of delivery of the procedure.
Depending on how a script Every field that is used, it can be delivered in added by the user takes a foreign language. E.g. French or Spanish. The structure and operation of the script is universal regardless of language. The customers can also be in different time zones and BE can help modify the script appropriate to the time zone that the customer is in.similar format: strCDA_25_field_0_0
A script has a number of key elements for a contact centre. If dealing with a customer how the contact is addressed is primary. This is called the Opening Script. The opening script is used as a statement delivered by the agent and set up to deal with the contact in a certain way.
The As bxp does not know what content you are going to put in the fields that need it must set every field to be filled in are then presented to the agent in sequencea string field by default. Usually fields are presented in Dissecting the form elements of questions. E.g. Can I get your the field name please? For :{| class="wikitable"|-| str || string content|-| CDA || a CDA record|-| 25 || form 25|-| field || field, this reason, all fields in the script are wrapped is a user defined field|-| 0 || sub part 0 (described in questions. It may be helpful to add notes to the question, which are direction for the agent on how to deliver the question and to answer further queries that may occur about the coming paragraph)|-| 0 || question, e.g. When filling in the mobile number please use the international format e.g. 3538X xxx xxxx.identifier|-|}
The penultimate question is for the agent. How did the contact finish? This is the outcome of the contact and is vital to saving the contact. The outcome can perform a number of tasks. The first task is to put up a custom outcome script for the agent that usually outlines what to say to the customer for this particular outcome and even instructions on what will happen next. The outcome can also perform custom validation on fields to ensure that certain fields are filled out with specific content before the record will save.
At the very end of the script Every question that is added to a form will increment the closing script which field number by 1. Here is how every contact should be closed out.an example of four basic type fields
At the end of the script when “Save Details” is clicked. The CDA is created and a CCL is created and associated with the CDA. The CDA system fields of last agent, last comment and last date and time are all updated and the number of attempts is incremented by 1. This creation process is managed by BE and is called “saving the record”.* strCDA_25_field_0_0* strCDA_25_field_0_1* strCDA_25_field_0_2* strCDA_25_field_0_3
Depending on what rules are set up on the outcome a number of other processes may also be carried out at this point.
2A complex type such as name, which has sub parts, causes the sub part number to increase.3.9 Question management
As every field is managed with other setup informationThe Complex – Title Block question type has name has four parts, title, firstname, a field is managed as a questioninitial and surname. BE stores a lot of information for each Continuing with our example, the next question. Every field creates a in sequence would be question. For complex types the primary configuration is stored on 4, so the first field. There are a number of key configuration pieces of information for each questionpart becomes* '''strCDA_25_field_0_4 ''' Title
The content type of the question That is detailed in now a storage field for Title. But we need storage fields for firstname, initial and surname which become increase the next sectionsub part number.* '''strCDA_25_field_1_4 ''' Firstname* '''strCDA_25_field_2_4 ''' Initial* '''strCDA_25_field_3_4''' Surname
As the field is delivered in a script, it needs a question. The wording of the question can make the efficiency of a script more effective.So our worked example would become* strCDA_25_field_0_0* strCDA_25_field_0_1* strCDA_25_field_0_2* strCDA_25_field_0_3* strCDA_25_field_0_4* strCDA_25_field_1_4* strCDA_25_field_2_4* strCDA_25_field_3_4
To support the question, the script draws notes underneath the question in a different colour.
The order of the question that is displayed in the script is also stored in the question.
It is possible to put There are three ways of creating the contents of a CDA record.* Data Entry* Importing data from a custom colour on the background file* Transfer of the question to make it stand out called the background colourdata from an external source, such as a website or another form.
2.3.10 Basic question types= Field Mapping =
Each question has a question typeThe system fields whilst being unique and ok for the system to manage are not very user friendly. It is either also makes for reporting and system setup a basic type or complex typematter of user memory. Basic types have one storage To help this, BE implements a field mapping system which allows user understandable titles on every CDA field. Complex types have multiple storage fieldsField mapping is key in a number of areas especially when loading data from a file. In Microsoft Excel if the column heading is the same word exactly as the field mapping BE is able to load the data from the column directly into the matched field.
Basic typesA field mapping for the above field list might be:
********* Basic {| class="wikitable"|- Construction Types *********Basic | Field Name || Mapped Name|- Text Box A simple one line text boxBasic | intCDA_25_Id || CDA Id|- Text Area A many line text boxBasic | strCDA_25_Status || Status|- Section Header A script dividing block for grouping fieldsBasic | strCDA_25_Comments || Last Comment|- Tab Button Header An auto created list | intCDA_25_NoOfAttempts || Number of buttons for jumping to sectionsAttemptsBasic |- Check Box | intCDA_25_StaffId || Last Staff id|-| strCDA_25_LastDateTime A question type that displays multiple answers || Last Date and allows multiple selectionsTimeBasic |- List / Menu A question type that displays one answer and allows one selectionBasic | strCDA_25_field_0_0 || Gender|- List / Multiple A question type that displays a limited amount of answers and will allow multiple selectionsBasic | strCDA_25_field_0_1 || Favourite Colour|- Radio Button A question type that displays multiple answers and allows only one selectionBasic | strCDA_25_field_0_2 || Plays Golf|- Date Box A type that allows the user select a date and time in universal date time formatBasic | strCDA_25_field_0_3 || Package Interested In|- Time Listing Box A drop down list of times separated by 15 minutesBasic | strCDA_25_field_0_4 || Title|- Website Text Box A text box for entering a website address, with a special button to open the website that is entered in a new windowBasic |- Email Text Box A text box for entering an email address, with a special button to open the computers default email program to send an email to the entered address.Basic | strCDA_25_field_1_4 || Firstname|- Colour Selector A box that provides the ability to choose a colour and stores the HEX code of the colour. For more info http://www.w3schools.com/html/html_colors.aspBasic – Password A text box for entering a string, but the contents will be hidden| strCDA_25_field_2_4 || InitialBasic |- Number Box A selection box that is right formatted which is typically used for monetary amounts | strCDA_25_field_3_4 || SurnameThere are drop down lists (List /Menu) which are commonly used. These lists are prebuilt in BE to save typing in the values and configuring the List / Menu.|-|}
********* Basic - Type Listings *********
Basic - Agreement Types List menu with Strongly Disagree, Disagree, Neutral, Agree, Strongly Agree.
Basic – Probability List menu with Very unlikely, unlikely, neutral, likely, very likely.
Basic – Quality List menu with Very poor, poor, neutral, good, very good.
Basic - Satisfaction Level List menu with Very unsatisfactory, unsatisfactory, neutral, satisfactory, very satisfactory.
Basic - True False Block List menu with True and False
Basic - Yes No Block List menu with Yes and No
Basic – NetPromoterScore List menu with number listing from 0 to 9 as per NPS. For more info http://en.wikipedia.org/wiki/Net_Promoter
There are many numeric listings that would take a long time to fill out. BE fills them out quickly on the users behalf. = CCL fields =
********* Basic - Numeric Listings *********
Basic - 1 to 5 List menu with 1 to 5 inclusive
Basic - 1 to 10 List menu with 1 to 10 inclusive
Basic - 1 to 20 List menu with 1 to 20 inclusive
Basic - 1 to 50 List menu with 1 to 50 inclusive
Basic - 1 to 100 List menu with 1 to 100 inclusive
Basic - 1 to 500 List menu with 1 to 500 inclusive
Like the numeric listings, for surveys The contacts table is completely system generated and qualitative forms, Not Applicable (NA) may also be possiblehas a number of key fields. NA Every contact with a CDA record is included in the numeric listings with these typesrecorded as a CCL record. The most important CCL system fields are
Numeric listings can also go from 0 to a max number.
********* Basic - Numeric Listings - O to X *********
Basic - 0 to 5 List menu with 0 to 5 inclusive
Basic - 0 to 10 List menu with 0 to 10 inclusive
Basic - 0 to 20 List menu with 0 to 20 inclusive
Basic - 0 to 50 List menu with 0 to 50 inclusive
Basic - 0 to 100 List menu with 0 to 100 inclusive
Basic - 0 to 200 List menu with 0 to 200 inclusive
Basic - 0 to 500 List menu with 0 to 500 inclusive
There are a number of drop down lists which are available that are system managed. These lists are user to save form builders time from having to manually populate lists.
********* Basic - Common List Types *********
Basic - Broadband Supplier List / menu with the broadband suppliers of Ireland
Basic - Contact Type List / menu with the different ways customers can contact
Basic – Country List / menu with the countries of the world
Basic – County List / menu with the counties of Ireland
Basic – FileTypes List / menu with numerous different file types
Basic - Garda Stations List / menu with the Garda Stations of Ireland
Basic – Languages List / menu with the languages of the world
Basic – Nationality List / menu with the nationalities of the world
Basic - School Class Type – Ireland List / menu with the classes of the education system of Ireland
Basic – Solicitors List / menu with a list of solicitors in Ireland
Basic - Title List / menu with name titles as per the British Airways list.
From various modules of BE, BE clients can populate lists. These lists are from other modules in BE.= Scripts =
********* Basic - Client List Types *********
Basic – Brand List / menu with the brands from the Product module
Basic - Department List / menu with the departments from the System Access Management module
Basic - Manufacturer List / menu with the manufacturers from the Product module
Basic - Media Codes List / menu with the media codes from the Media Management module
Basic - Media Schedule List / menu with two week hence limited media codes from the Media Management module
Basic - My Team Member List / menu with BE users in the same security group from the System Access Management module
Basic - Product List / menu with the products form the Product Management module
Basic - Project List / menu with the projects from the Task Management module
Basic - Retailer List / menu with the retailers from the Product Management module
Basic - Skills List / menu with the skills from the Time and Working Hour management module
Basic - Staff List / menu with the live users from the System Access Management module
There A workflow is also a useful ability sequence in which a procedure is delivered. To help deliver a workflow a script can provide wording to guide the agent on how to list and manage contents from other formsfill in the fields of the form. This ability From top to use other forms allows bottom a script can help an agent be as efficient as possible. BE clients does not just display fields on screen to manage custom listsbe filled in, but instead integrates them into a script. Cross Campaign listing types, allow The additional information of the script can improve quality and efficiency of delivery of the details from another forms to be presentedprocedure.
********* Basic - Cross Campaign Type *********
Basic - Campaign Listing List / menu presenting the contents of another form. This is ideal for a limited amount of records in the secondary form.
Basic - Campaign Search A lookup engine system to allow selection of a record, which is ideal with the secondary form that has many records. A single list would be impractical.
2Depending on how a script is used, it can be delivered in a foreign language.3E.g. French or Spanish. The structure and operation of the script is universal regardless of language. The customers can also be in different time zones and BE can help modify the script appropriate to the time zone that the customer is in.11 Complex question types
2.3.11.1 Introduction
Complex types combine A script has a number of single fields into key elements for a single questioncontact centre. If dealing with a customer how the contact is addressed is primary. This can greatly speed is called the Opening Script. The opening script is used as a statement delivered by the agent and set up to deal with the building and management of formscontact in a certain way.
2.3.11.2 Complex - Title Block
2The penultimate question is for the agent.3 How did the contact finish? This is the outcome of the contact and is vital to saving the contact.11 The outcome can perform a number of tasks. The first task is to put up a custom outcome script for the agent that usually outlines what to say to the customer for this particular outcome and even instructions on what will happen next. The outcome can also perform custom validation on fields to ensure that certain fields are filled out with specific content before the record will save.3 Complex - Phone - Home, Work, Mobile
3 fields. Three text boxes
Home Phone, Work Phone, Mobile
2At the very end of the script is the closing script which is how every contact should be closed out.3.11.4 Complex - Email and web data
2 fields. One simple email and one simple website box.
Email address and website address
2At the end of the script when “Save Details” is clicked.3 The CDA is created and a CCL is created and associated with the CDA.11 The CDA system fields of last agent, last comment and last date and time are all updated and the number of attempts is incremented by 1. This creation process is managed by BE and is called “saving the record”.5 Complex - Address Block (1, 2, 3, Post Code, Country)
5 fieldsDepending on what rules are set up on the outcome a number of other processes may also be carried out at this point. Three text boxes, simple list of counties, simple list of countries Address 1, Address 2, Address 3, County, Country
2.3.11.6 Complex - UK Address Block (1, 2, 3, 4, 5, Post Code)
2.3.11.7 Complex - USA Address Block (1, 2, 3, 4, 5, Country)
6 fieldsThe content type of the question is detailed in the next section. 5 text boxes and a drop down list of countries Address 1, 2, City, State, ZIP, Country
2.3.11.8 Complex - BEmail Block (DateTime, From, To, CC, Subject, Body)
2.3.11.9 Complex - Currency & Amount
2 fields. List of currenciesTo support the question, simple number text boxthe script draws notes underneath the question in a different colour. Currency and amount
2The order of the question that is displayed in the script is also stored in the question.3.11.10 Complex - Credit Card Block
6 fields. Card type list, text box, month list, year list, two text boxes.
Card type, Card number, Expiry Month, Expiry Year, Name on the card, CCV details
2It is possible to put a custom colour on the background of the question to make it stand out called the background colour.3.11.11 Complex - Direct Debit Block
7 fields. 7 text boxes.
Account name, account number, bank, bank address, sort code.
2.3.11.12 Complex - Google Map= Question types =
2 fields. 2 text boxes
Latitude, Longitude. Top button provides current coordinates. Bottom button maps coordinates on a google map.
2.3.11.13 Complex - Campaign Transfer6 fieldsEach question has a question type. When transferring It is either a record from one form to another, there are a number of system fields that need to be transferredbasic type or complex type. These six fields are used for the data transferBasic types have one storage field. There is no presentation of these Complex types have multiple storage fields on screen, just a line of text appropriate to the type of transfer.
2.3.11.14 Complex - Contact History Block1 field. The contact history is provided behind a button For more information on the script. It can be necessary sometimes to display the contact history inline in the script. This question type will draw the contact history for the record in the script.Question Types, please read here [[Form_Question_Types]]
2.3.12 = Outcome management=
2= Security Management = In bxp there is a clear distinction between functional access and content access. The “Inbound Contact” module and the “My Data” section may be available to many users.3 No logging of records in a form is possible until access is granted and it must be explicitly granted. When a user creates a form, they are given immediate access to that form. No other user will have access to that form until granted.13 Security Management
In BE there is a clear distinction between functional access and content access. The “Inbound Contact” module and the “My Data” section may be available to many users. No logging of records in a form is possible until access is granted and it must be explicitly granted. When a user creates a form, they are given immediate access to that form. No other user will have access to that form until granted.
2.3.14 = Stack Management As records are stored in the CDA table, two of the system fields “Status” and “No of Attempts” are used for the management of outbound activity. BE creates a grid with Status on the Y axis and No of Attempts on the X axis. The “Complete” and “Incomplete” key word that is set on the Outcome display category is extremely important here, as two display groups will use the keyword. =
no edit summary
A record is a set of data for one element, like a customer. You can store as many pieces of information (fields) as you like for one record. Fields in a record usually contain:
* '''Id '''A unique reference for the customer* '''Firstname '''The firstname of the customer* '''Surname '''The surname of the customer* '''Home Phone ''' The home phone number for customer* '''Work Phone ''' The work contact phone number for the customer* '''Mobile '''The mobile phone number for the customer* '''Email '''The primary contact email address for the customer
{| class="wikitable"|-| Id || CDA_Id || Start || End || Agent || Outcome || Comment|-| 1 || 1 || 2014-01-01 13:00:00 || 2014-01-01 13:05:00 || Agent 1 || Interested || Wants more info but later|-| 2 || 1 || 2014-01-01 14:30:00 || 2014-01-01 14:36:00 || Agent 2 || Call back || Rang back and gave info|-| 3 || 1 || 2014-01-02 10:05:00 || 2014-01-02 10:12:23 || Agent 1 || Sale || Called and sold service|-|} bxp calls these records Campaign CaLls records (CCL).
Each CDA may have anything from none to many CCLs.
*'''intCCL_25_Id''' A unique CCL Id*'''intCCL_25_StaffId''' The Id of the staff member logging the contact*'''intCCL_25_CDAId''' The CDA Id for the contact*'''dteCCL_25_StartDateTime''' When the contact was started*'''dteCCL_25_EndDateTime''' When the contact was ended*'''strCCL_25_Outcome''' The outcome / disposition code used*'''strCCL_25_MediaCode''' The media code captured which was the reason for the contact** Basic - Qualitative Listings *********Basic - 1 to 5 NA List menu with 1 to 5 inclusive with NABasic - 1 to 10 NA List menu with 1 to 10 inclusive with NABasic - 1 to 20 NA List menu with 1 to 20 inclusive with NABasic - 1 to 50 NA List menu with 1 to 50 inclusive with NABasic - 1 to 100 NA List menu with 1 to 100 inclusive with NABasic - 1 to 500 NA List menu with 1 to 500 inclusive with NA'''strCCL_25_Comments''' The comments logged for this contact
There are many more fields in a CCL which are used for various system functions.
The fields that need to be filled in are then presented to the agent in sequence. 4 Usually fieldsare presented in the form of questions. E. Simple Title and three text boxesg.TitleCan I get your name please? For this reason, Firstnameall fields in the script are wrapped in questions. It may be helpful to add notes to the question, Initialwhich are direction for the agent on how to deliver the question and to answer further queries that may occur about the question, Surnamee.g. When filling in the mobile number please use the international format e.g. 3538X xxx xxxx.
= Question management =
As every field is managed with other setup information, a field is managed as a question. BE stores a lot of information for each question. 6 fieldsEvery field creates a question. Six text boxes Address 1, 2, 3, 4, 5 and Post code For complex types the primary configuration is stored on the first field. There are a number of key configuration pieces of information for each question
As the field is delivered in a script, it needs a question. 6 fields. 5 text boes and 1 text areaThe wording of the question can make the efficiency of a script more effective. DateTime, From, To, CC, Subject, Body
It is possible to turn outcomes on and off using the “Active” selection box. Outcomes which are true will appear at the bottom of the script.
Like the questions it is possible to show the agent a different line of text, i.e. the data that is stored in the record and contact. Description is what is shown to the agent and value is what is stored in the database.
Each outcome can display a custom piece of scripting to help direct the agents as to what to say to the customer and also what may happen next in the process. The script can be delivered in any language.
For reporting and operational procedures an outcome can represent a final contact activity called a “Display Category”. “Sale” or “Not Interested” are strong examples of where activity is “complete”. If the outcome is “callback later” this would be an example of “incomplete” and that there is more work to do. The setting of this field is very important in outbound activity.
There is extensive reporting available in BE bxp and the Report Grouping 1 and Report Grouping 2 fields are used for some of these reports.
A form must be Active and within date for it to appear in the Inbound Contact and Outbound Contact modules, as well as the user requiring the granting of security access. This is set in the “Primary Options” of the form.
The granting of content access to the form is done through the “System Access Management” module “Security – Content Access” section. The simplest method of giving a user access to a form is to use the “Form - Single Add User by Form”
As records are stored in the CDA table, two of the system fields “Status” and “No of Attempts” are used for the management of outbound activity. bxp creates a grid with Status on the Y axis and No of Attempts on the X axis. The “Complete” and “Incomplete” key word that is set on the Outcome display category is extremely important here, as two display groups will use the keyword.
