I too work in a call center. Working in the quality department - I created a call monitoring spreadsheet with checkboxes - which output a TRUE/FALSE to a hidden column. This information we used to dictate the descriptive sentence for that area using a simple formula.
Example
Column D and E would be hidden and hold the TRUE/FALSE values for the yes and no checkboxes
Column F would have the sentence formula in it
Each checkbox would have a code attached to it as well...so you couldn't have a situation where both the Yes and No checkboxes could be checked at the same time.
Hope that helps
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