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Set up Call Center events to use Event wizard

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On the Call Center screen in myEvolv, users can efficiently record calls coming in during the day. While recording a call, a user can search for or locate an individual, create a new individual if needed, and associate the call information with the individual. Also, the user can record additional information, such as referral in or out, service authorization, or client alert. Multiple calls can be open and worked on at the same time, while still being able to access the rest of the system. 

About the wizard feature

Call Center events include a unique feature that allows agencies to use wizard-like functionality for documenting calls. This feature lets agencies define a documentation process that is unique to each call by breaking call documentation into individual steps. When using the wizard feature, after a user completes the first form, they have the Next option at the top of the Call Center screen, allowing them to move to the next form indicated on the event.  

Note: If your agency decides not to use the wizard feature, the selected event in Call Center will only include the Add form that is linked to the event.

Set up a Call Center event

  1. Go to: Setup > Event Setup > Call Center Events > Events Setup.
  2. In the toolbar, select Event Category and select the Call Center Calls category.
  3. In the toolbar, select New > Event Definition-Call Center.
  4. In the Event Definition-Call Center dialog, complete the information as appropriate.
    • Use Event Wizard - Select this option to use the call wizard.
    • Wizard - First Form - The form used to record the initial part of the call, collecting enough information to save the call and search for the client (for example, New Call - Organization form).
    • Wizard - Use Search - Select this option to have the call wizard perform a search and allow creating a new individual.
    • Wizard - Completing Form - The form (optional) used to record the call completion (for example, Call Disposition).
    • Wizard - Additional Form - The additional form (optional) used to record information related to the individual that was processed during the call, such as referral or authorization information.
      Note: Any form with people_id as a parent is allowed here.
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