Header Categories
You must have the default Administrator role or a custom role that includes the following permissions to setup header categories:
- Quality > Evaluations > Full Control
- Quality > Evaluation Forms > Full Control
From the Planning Quality Evaluations stage, if any custom non-recording header information needs to be tied to the evaluation, then each evaluation form can be configured with its own header information. Header Categories are excellent in classifying types in an evaluation form. Create a Header Category with two or more choices, the evaluator is able to select from available choices in a drop-down menu. This information can also be displayed in the header of the evaluation when distributed electronically or in print and can be used with the Quality Reports data.
Some typical examples of Header Categories include, but are not limited to:
- Application Type – Some choices are:
- Car Insurance
- Home Insurance
- Flood Insurance
- Motorcycle Insurance
- Boat Insurance
- RV Insurance
- Health Insurance
- Reason for Evaluation – Some choices are:
- Complaint
- Random
- Call Duration
- Agent Review
- Service Type – Some choices are:
- New Application
- Renewal
- Suspend Service
- Cancel Service
- Interaction Type – Some choices are:
- Call
- Text
- Fax
- Social Media
Two and three-tiered options can also be included in the Header Categories such as:
- Sales – Some choices are:
- Inbound
- Inquiry
- New Sell
- Outbound
- Cold Call
- Cold Sale
- Cold No Sale
- Previous Customer
- Sale
- No Sale
- Referral
- Web site
- Cold Call
- Inbound
