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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...."
= 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]]
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]]