Welcome to PlayVox. This may be your first time using PlayVox to conduct an evaluation of an agent and customer interaction. This document will walk you through everything you need to know.
We will explain the following:
- How to select (search for) a customer interaction and / or agent for evaluation.
- Options when conducting evaluations - scorecard types, scoring, feedback
- Process for distributing evaluations to team leaders and agents
- Dashboards available to you for historical information on your evaluations
Navigating PlayVox capabilities:
OK, we think you'll find that PlayVox has a complete set of tools for you. No more spreadsheets!!! Let's walk through the set of capabilities. Here's your dashboard. After you log into PlayVox, click on the Quality application on the main navigation bar.
From left to right, you have the following tools in the sub-navigation bar.
- Interactions. This is the starting point for any evaluation. For most customers, a set of customer interactions are displayed in this screen. These interactions are automatically pulled from interaction platforms such as Zendesk, Salesforce, TalkDesk and others into PlayVox. This section allows you to preview and select customer interactions associated with agents for evaluation. Optionally, the Interactions screen presents a list of agents to be evaluated. The interactions reside on and are viewed within another platform.
- Evaluations. This dashboard presents all evaluations conducted by a quality analyst. Evaluations can be filtered for review. Each evaluation can be viewed in detail as a historical record.
- Reports and My reports. Various reports on evaluations by agent, analyst, trends, etc.
- Calibrations. This tool allows administrators to initiate a calibration session whereby multiple QA evaluators are invited to evaluate the same customer interactions. Results are compared for the set of participants for discussion and calibration of QA staff.
- Drafts. Quality Analysts can save and revisit incomplete evaluations.
Let's look into Interactions in more detail.
Conducting an evaluation of a customer interaction
Before we begin, there are four options for conducting an evaluation depending on your platform configuration and interests:
- Within PlayVox, select a specific customer interaction based on a set of filters set by your PlayVox administrator.
- Within PlayVox, do a quick filter. These are temporary filters you create separate from the standard administrator filter settings.
- Within PlayVox, do a quick search for a specific interaction by transaction or interaction number.
- Within PlayVox, manually choose an agent and scorecard. The customer interaction is selected on a separate vendor platform.
Let's review each option.
Select a customer interaction
If your PlayVox platform has been integrated with another vendor interaction platform such as Zendesk or Salesforce, PlayVox will automatically present available interactions for evaluation within the PlayVox Quality Analyst dashboard.
On the Interactions dashboard, select a specific filter. These are typically labeled by type of interaction or the source of the interaction, like Customer Support or Zendesk. Click on the Select filter drop down field. Choose a filter. These filters have been configured by your platform administrator.
As an option, you can also select a specific agent's set of customer interactions. The default is All users. Click on the Select user drop down window, if you wish to see interactions for a specific user.
These filters will present to you only those interactions from a specific source and for a specific user. Here is an example dashboard for customer service tickets from Zendesk.
Customer interactions will be presented in the left column of the dashboard. Meta data on the interaction is provided within the card: Agent name, Date of interaction, Status of the interaction, etc. The interaction, or transaction number, is also presented in the upper right corner of the interaction window.
Finally, the evaluation status of the interaction is displayed as a label. PlayVox presents all customer interactions in the list to the left side of the dashboard. Even if they have already been evaluated.
- Taken. Indicates someone has selected the transaction. You may choose to also evaluate it, but this let's you know someone else is in the process of evaluating it.
- Evaluated. Someone else, or you, has already completed evaluation of this interaction.
- No label. Not yet evaluated.
- Not sync'd. This indicates that an agent associated with an interaction is not active on the PlayVox platform. Typically, these are not of priority for quality analysts.
Now, click on one of the interactions within the left column. A preview window is presented in the right side column with the interaction. An email in this example. But it could be a phone call recording, chat, trouble ticket, etc.
You can also click on the right tab in the right hand column for additional meta data on the interaction. In this Salesforce example, it provides additional Case info.
Below is an example of a customer interaction phone call. The recorded audio file is presented in the right column Recording tab. You can preview the interaction or recording before conducting a scorecard evaluation. Click on the audio arrow to initiate the sound track. A track appears at the bottom of your dashboard. Stop and start the audio file by clicking on the advance /pause button in the bottom left corner.
As with other types of interactions, meta data is also available in the right hand tab in the right column preview window. In this example, labeled Call details.
Quick Filter and Quick Search for a customer interaction
Your system administrator configures the standard filters for the Interactions dashboard. However, there are two other options available to quality evaluators. You can also perform a quick search using a set of rules for interaction types. Or you can do a quick search by specific customer interaction number.
The Quick Filter option can be found below the Select Filter selection field. It's the funnel icon to the right side of the selection field.
Select a filter from the drop down Select filter field. Click on the Quick filter icon. You are presented with a set of options specific to the filter you selected. Filter options will vary depending on your selection. From this window you can choose other options for filters. A Quick filter allows you to change the filter on the fly. It does not override the standard filter settings configured by your administrator. The platform will default to standard administrator filter settings. Quick filters will default to your last set of filter options.
Well let's say you know the customer interaction number. The third option is to select an interaction by number. Click on the Select filter drop down window on the left side of the dashboard. Select Quick search at the bottom of the drop down list. Select the connector within the Select connector drop down window. This identifies the platform source or location of the interaction. Then type in the interaction number and hit return. The interaction will be displayed on your screen.
Manual selection by agent name
As a fourth option, you can turn on Manual mode to select an agent by name as a starting point to conduct an evaluation. This is the default mode in the case that no integration has been configured with a 3rd party customer interaction platform like Zendesk or Salesforce. Or it can be selected if the source platform is not one the available platforms as a connector.
In Manual mode, the interaction is referenced on another platform but the scorecard is accessed on PlayVox and the evaluation is captured with the scorecard on PlayVox.
To engage Manual mode, click the Off button in the top left of your dashboard next to the Manual label. The button will turn blue in the On state. A list of active agents on the PlayVox platform will appear. You can scroll the list of agents. Or you have the option of search by name. Search can be done by partial text for first or last name.
OK, we're ready to evaluate a customer interaction!
Now the fun begins. Let's start by providing an overview of scorecards and scorecard construction.
Your platform administrator typically builds and manages a library of available score cards for use in evaluations. These scorecard options are presented to a quality analyst at the time of starting an evaluation.
The typical scorecard consists of a set of questions that represent areas for review: compliance, customer experience, skill levels, product knowledge, etc. Questions are structured within sections. Each question is given a score.
Typically, an evaluation is started and completed by the same evaluator. However, we also support the option of a multi-evaluator process. This two-step process allows two different individuals to review sections or approve the scorecard prior to completion and distribution to agents. More on this option later.
Enough said. Let's do it!
Let's start an evaluation. Whichever option you choose to select an interaction or agent, click on the green Start Evaluating button at the bottom right of an interaction or agent name.
A window will pop up requesting additional information. Confirm user name. Select the user team. Select the specific scorecard to be used in the evaluation.
Click on the green Evaluate button to open the scorecard and begin.
A scorecard opens within the dashboard in the right column along with an interaction in the left column if in Interactions mode.
In the case of a call recording, click on the audio file arrow in the recording card in the left column. A graphic indexed audio print will appear at the bottom of your screen. And the audio will be played through your laptop device.
If a text based email or chat, the text of the interaction will be presented in the left column as shown below.
Scroll down the scorecard on the right side column to progress through the set of scoring questions.
The interaction card in the left column will scroll into view as you move down the card. You can also scroll through the interaction card to maintain your place in the interaction text relative to the scoring questions.
Note that for each card there is a set of questions structured within a section. Each question will have a related set of answer options. These answer options are configured at the time the administrator designed and created the card. There are also a set of points associated with a question.
You can open and add a comment for any question.
You can also provide feedback within each section.
Also be aware that questions may be configured as Fail section or Fail all. In the case of Fail section, a wrong answer for that question results in failed scores for all questions in that entire question.
In the case of Fail all, a wrong answer for that question results in failed scores for the entire scorecard. PlayVox automatically accounts for accurate scoring based on question responses and Fail section or Fail all designations.
In addition to providing feedback within each section, you can provide feedback in the last Feedback summary field. PlayVox automatically tallies and presents the total score for the scorecard along with the goal set for the scorecard.
Finally, before completing and submitting the scorecard, you have the option to attach a file for reference by the agent, send an email notification to the agent of the completed evaluation, or save it as a draft if it is incomplete.
Press the Send evaluation button when complete. A summary and completed scorecard will be presented to you.
This same scorecard will be sent to the agent's team leader and to the agent. They are notified within the PlayVox notification icon.
Conducting a multi-evaluator evaluation.
So we mentioned this notion of a two-step, multi-evaluator option. This is available providing you select a scorecard that has been built and configured for multi-evaluator use. This option would be selected by a platform administrator when building the original scorecard. It is typically used when two individuals must score different sections of a scorecard. Or when a second person must review and approve the evaluation prior distribution to an agent.
In this scorecard option, the originating person can set a second evaluator in the scorecard. See the field and drop down window Other evaluator in the screen shot below. This appears in the summary top section of the scorecard when first opened by the first evaluator. The first evaluator clicks on this field and selects the 2nd evaluator. In this example, Fred Stone.
Once completed by the first evalutor, the scorecard is forwarded to the next, 2nd, evaluator, Fred Stone. There is even the option for the 2nd evaluator to reassign the evaluation to another 3rd person. When the assigned 2nd evaluator opens the evaluation scorecard they can reassign the evaluation. This is useful in the event that an evaluator has workload challenges, PTO scheduled, or there's a better expert to conduct the evaluation. They click on Assign next to their name as the Other evaluator.
Then, in the pop up window, select another person from the drop-down field. And click on the green Accept button to send the notification to the reassigned evaluator.
A notification will be automatically sent to the reassigned evaluator requesting that they conduct the evaluation.
What do the agents and team leaders see?
Once a completed evaluation is submitted, both the agent and team leader receive a notification within their PlayVox notification bell. And optionally via email.
Notification for the agent:
Notification for the team leader:
The agent or team leader can click on the notice to review the evaluation. Or open the evaluation within their Quality application.
For team leaders. Go to Quality. Reports.
For Agents. Go to Quality. My stats. Evaluations.
Agents and team leaders can view the entire scorecard with detail scoring information.
Agents are also prompted to acknowledge receipt of the scorecard.
And, agents can leave comments for team leaders and quality analysts right within the scorecard open on their dashboard.
How can you review your historical evaluations?
Lastly, you have all the historical records of evaluations that you've conducted accessible from your dashboard. Go to Quality. Evaluations.
Choose to show evaluations for all scorecards. Or select a specific scorecard.
Select a team for that scorecard.
Optionally, there are a set of advanced filters. Click on View advanced filters.
The choices include by agent, achieved goal, specific transaction ID, etc. And don't forget the standard time filter in the upper right corner is a main filter to be set. Only evaluations done within the time frame you set here will be displayed.
The filtered set of evaluations are presented in list form.
The complete evaluation including the original customer interaction are provided for review.
We hope this document and the PlayVox quality assurance platform provide you the tools you need to support a world class quality program.