Revision as of 21:20, 28 February 2016

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"

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

• 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.

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.