Changes

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'''.

* Transfer of data from an external source, such as a website, mobile app or another BE bxp Form.

For this reason, when big reports are run using Report by Data by Outcome, the tables can become locked which tends to be counterproductive counter productive during an operational day.