Changes

Data in bxp is stored in a collection of database tables which can be referred to as a campaign or database but is called a “Form” “'''Form'''” by All n One. Every form has its own unique id known as a '''Form Id'''.

The management of all forms is done through the '''Form Management ''' [[File:038.png]] module. Each form has its own unique Id which is represented as X in this document. In every form in bxp, there are two key separate elements: '''Records ''' and '''Contacts'''.

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 || ! Firstname || ! Surname || ! Home Phone || ! Work Phone || ! Mobile || ! Email

bxp calls these records '''Campaign DAta ''' records ('''CDA''').

| ! Id || ! CDA_Id || ! Start || ! End || ! Agent || ! Outcome || ! Comment

bxp calls these records '''Campaign CaLls ''' records ('''CCL''').

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:

A '''basic type ''' of field in bxp is one field, where only one value is required. E.g. Favourite colour, Gender.

A '''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.

* '''Data Entry'''* '''Importing data ''' from a file* '''Transfer of data ''' from an external source, such as a website or another form.

The system fields whilst being unique and ok for 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 bxp 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.

| ! Field Name || ! Mapped Name

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 is used, it can be delivered in 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 bxp can help modify the script appropriate to the time zone that the customer is in.

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 fields that need to be filled in are then presented to the agent in sequence. Usually fields are presented in the form of '''questions'''. E.g. Can I get your name please? For this reason, all fields in the script are wrapped 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 question, e.g. When filling in the mobile number please use the international format e.g. 3538X xxx xxxx.

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 is the '''closing script ''' which is how every contact should be closed out.

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 bxp and is called “saving “'''saving the record”record'''”.

As every field is managed with other setup information, a field is managed as a question. BE bxp stores a lot of information for each question. Every field creates a question. 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

The '''content type ''' of the question is detailed in the next section.

The '''order ''' of the question that is displayed in the script is also stored in the question.

It is possible to put a custom colour on the background of the question to make it stand out called the '''background colour'''.

Each question has a '''question type'''. It is either a '''basic type ''' or '''complex type'''. Basic types have one storage field. Complex types have multiple storage fields.

It is possible to turn outcomes on and off using the “Active” “'''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.

For reporting and operational procedures an outcome can represent a final contact activity called a “Display Category”“'''Display Category'''”. “Sale” or “Not Interested” are strong examples of where activity is “complete”“'''complete'''”. If the outcome is “callback later” this would be an example of “incomplete” “'''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 bxp and the '''Report Grouping 1 ''' and '''Report Grouping 2 ''' fields are used for some of these reports.

The granting of content access to the form is done through the “System Access Management” module “Security “'''Security – Content Access” Access'''” section. The simplest method of giving a user access to a form is to use the “Form “'''Form - Single Add User by Form”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.  [[File:cc-1-3_012.png|800px]]

Clicking any one of the groups of numbers will add that group of records to the queue to be contacted next. It is possible to '''queue''' multiple stacks. When a stack gets to 0 the system will move to the next '''queued stack'''  There is a report available in BE which allows the user to see what stacks are queued and in what order they will be processed. This is referred to as '''viewing the calling stack'''. 

The process of viewing and queuing stacks to work on is known as '''stack management'''.