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There are a number of services which a contact centre business can offer. The primary definition of the services stems from which party is doing the contact.
One paper based form constitutes interaction with one customer. (Imagine a paper based passport application form). In a computer system, that one form is called a '''record'''. If a customer calls in for a second time, you might have one record, but there would be two entries for the two '''contacts'''. Reporting on records and contacts is very important to a contact centrebusiness. Every record will have a '''contact history''', which will list all the contacts for that record.
Data in BE bxp is stored in a collection of database tables which can be referred to as a campaign or database but is called a '''Form''' by All n One. Every form has its own unique id known as a '''Form Id''' or '''Campaign Id'''.
* Data Entry
* Importing data from a file
* Transfer of data from an external source, such as a website, mobile app or another BE bxp Form.
! Email
|-
| 1 || Nick || Wheeler || 01 1234567 || 01 4294000 || 353871231231 || nick.wheeler@allnone.ie|-| 2 || Chris || Thomson || 01 2345678 || 01 4294000 || 353871231232 || chris.thomson@allnone.ie |-| 3 || Philip || Lacey || 01 3456789 || 01 4294000 || 353861231230 || philip.lacey@allnone.ie
|}
|-
| 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
|]}
'''Unique data records''', or '''unique records''', is the terminology for reducing the output list to only showing a unique CDA once in a report despite having multiple matching CCLs.
== Instant – Dashboards Period Selection == Choosing dates and times for reports is a key element of the reports and bxpsupplies a handy assortment of '''date-time keywords''' to save on date and time selection. Clicking the key words of the date time selector ensures that the times of reports are selected correctly. Selectable dates default to 00:00:00 because most reports are set to a day or week period. It is easy to change the dates and times by clicking the date / time selector icon to the right of the appropriate box. NOTE: The date time can be cleared with the red X to the right of that.
[[Instant_%E2%80%93_DashboardsFile:Dataprofiling_descriptions_001.png|800px]]
Where appropriate the reporting time can default to the current date and time. This requires the user generating the report to be vigilant about the time period requested.
NOTE: bxp will always ''include'' the start date and time in the report but ''exclude'' the end date and time. For example, if 2014-01-07 00:00:00 had been chosen as the end time, 23:59:59 would be included, but 2014-01-07 00:00:00 would not.
When a report is run, a lock is placed on the CDA and CCL. This allows reports and look ups to be performed on the data, but stops data being added to the tables.
For this reason, when big reports are run using Report by Data by Outcome, the tables can become locked which tends to be counter productive during an operational day.
When a campaign exceeds 20,000 records, a feature called Integrated Warehousing (IW) is applied to the campaign CDA and CCL tables. The structure becomes: [[File:Dataprofiling_descriptions_002.png]]
It can also occur that two users try to generate large reports at the same time. The IW lock also locks up the _Report tables until the first user report is finished.
A '''closed question''' means data entered is from a preselected list such a drop down list or set of radio buttons. These closed question types are easily counted and reports and graphics are readily applied to them.
'''Open questions''' allow the user to enter any data they like into the box on screen but they will need to be individually graded by a tutor.
== Reporting Perspectives ==
Reports in bxp are usually titled from the perspective of the reports that will be generated
* '''My''' reports will limit the returned data to that for the current user.
* '''My Department''' reports will limit returned data to the department the current user is a member of.
* '''My Team''' reports will include all teams that the user is a member of.
* '''Customised''' means that only those records matching specified parameters are returned.
* '''All''' reports will include all information, but with limitations such as time used as a safeguard against the generation of enormous reports.
= Discussions =
[[Customised_%E2%80%93_Data_%E2%80%93_FilteredData Profiling - Reporting and the challenge of timed snapshots]]
== Customised – Statistics =Jump offs =
Overviews* [[Customised_%E2%80%93_StatisticsModule_-_Data_Profiling]]* [[:Category:Module_Specific:Data_Profiling]]
Instant
* [[Data Profiling - Instant - Dashboards]]
* [[Data Profiling - Instant - Data]]
* [[Data Profiling - Instant - Statistics]]
* [[Data Profiling - Instant - Scores]]
* [[Data Profiling - Instant - Visualisations]]
* [[Data Profiling - Instant - Reminders_and_Case_Management]]
* [[Data Profiling - Instant - Export]]
Customised
* [[Data Profiling - Customised - Management]]
* [[Data Profiling - Customised - Data]]
* [[Data Profiling - Customised - Data - Filtered]]
* [[Data Profiling - Customised - Statistics]]
* [[Data Profiling - Customised - Visualisations]]
Related
* [[Data_Profiling_-_Grouped_Outcome]]
* [[Bxp_-_Worklists]]
* [[Rolling_Totals_report]]
* [[Rolling_Totals_-_Parameter_Passing]]
* [[CrossLinked_Reports]]
* [[Form_-_Cross_Linked_setup]]
* [[Customised_Group_-_Custom_Configuration_Considerations]]
[[Category:Module Specific:Data Profiling]]