Header Fields
You must have the default Administrator role or a custom role that includes the following permissions to setup header fields:
- 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 Fields are different from Header Categories because the evaluator may type in information into a Header Field instead of selecting from pre-assigned answers in a drop down menu like the Header Categories.
Header Fields are excellent for including unique bits of data in an evaluation form. This information can also be displayed in the header of the evaluation when distributed electronically or in print and is also available in the Quality Reports data. A custom Header Field can be used in one or more evaluation forms.
Some typical examples of Header Fields include, but are not limited to:
- Account Numbers or Case Numbers: Unique Customer IDs associated with a call in the evaluation.
- Evaluation Time: Time it took for an Evaluator to complete an evaluation
- Call Routing: Whether a call was transferred or another subject matter expert was conferenced in.
- Social Media: The Social Media tool (Facebook, Twitter, etc.) that was the primary source of communication.
- Claim Date: The date the associated insurance claim was filed to compare with the Call Date/Time.
In addition, each Header Field can be configured to validate the data entered into the field by the evaluator in order to keep data consistent. The data validation options are: Text, Whole Number, Date, and Time.
