Form - Contact History - Revision history

Philip Lacey: /* Uploading files */

2016-10-04T18:13:56Z

‎Uploading files

Philip Lacey: /* CCL contents */

2016-10-04T18:11:22Z

‎CCL contents

Philip Lacey at 20:20, 28 February 2016

2016-02-28T20:20:50Z

Philip Lacey: Created page with "= Overview = Every form in Business Express (BeX) comes with a number of inbuilt features. Contact History is a view of all of the contacts that happened with that record...."

2014-11-28T16:15:13Z

Created page with "= Overview = Every form in Business Express (BeX) comes with a number of inbuilt features. Contact History is a view of all of the contacts that happened with that record...."

New page

= 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.

= 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"

[[File:ContactHistory001.png]]

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

= CCL contents =

A CCL contains a number of pieces of information

* 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

= 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.

= 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

= 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.

= 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.

[[Category:Topic:Key Concept]]
[[Category:Module Specific:Form Management]]

← Older revision		Revision as of 18:13, 4 October 2016
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		+	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
		+
		+
		+	[[File:attachments bar 002.png\|800px]]
		+
		+
		+	For more information on the Attachments Bar [[Form_-_Attachments_Bar]]

	= Display Order =		= Display Order =

← Older revision		Revision as of 20:20, 28 February 2016
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−	[[File:ContactHistory001.png]]	+	[[File:ContactHistory001.png\|\|800px]]

@@ Line 36: / Line 36: @@
 A CCL contains a number of pieces of information
-* Id				 - Id Unique Id of the contact
+{| class="wikitable"
-* StaffId			 - The unique Id of the user logging the record
+! Field
-* CDAId				 - The CDA this CCL is linked to
+! Use
-* StartDateTime			 - Date Time record first appeared on screen
+|-
-* EndDateTime			 - Date Time outcome logged of contact
+| Id				 || Id Unique Id of the contact
-* CallbackDateTime		 - If required, Call back Date Time
+|-
-* Outcome			 - Outcome used
+| StaffId			 || The unique Id of the user logging the record
-* Comment			 - Notes left for that contact
+|-
-* MediaCode			 - For Media Code management and reporting
+| CDAId				 || The CDA this CCL is linked to
-* AppointmentId			 - If linked to an Appointment Management record
+|-
-* SequenceNumber		 - The contact number of the record in sequence, e.g. 2
+| StartDateTime			 || Date Time record first appeared on screen
-* 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
+| EndDateTime			 || Date Time outcome logged of contact
-* CaseDuration 			 - An integer representation of how many seconds in total since case started
+|-
-* FirstCCId			 - CCL Id of first contact
+| CallbackDateTime		 || If required, Call back Date Time
-* FirstCCLDateTime		 - Actual Date / Time of First Contact
+|-
-* Category			 - Categorisation used of CCLs for speedy reporting
+| Outcome			 || Outcome used
-* DurationTime			 - Time representation of entire case in hhh:mm:ss format.
+|-
-* Reopened 			 - True | False for Case management record flagging
+| Comment			 || Notes left for that contact
+|-
+| MediaCode			 || For Media Code management and reporting
 = Uploading files =