For any CRM (e.g., Salesforce, Zendesk) that you've integrated with Playvox, your evaluators can identify and visually mark specific parts of the ticket that are noteworthy and provide commentary designed to help your Agents during the evaluation process.
When you set up a third-party integration (e.g., with Salesforce, Intercom, or Zendesk), you have access to your agents’ Interaction history in Playvox.
If, upon reviewing your Agents’ Interaction history, you identify a problematic area. The Highlights feature allows you to draw attention to where this problem is so that you can:
- Make a note of where the issue is exactly
- Provide specific details regarding the issue when informing the Agent
- Use this information to customizing the Agent’s future training
In addition to putting a visual indicator onto the problematic area, Playvox allows you to add comments relevant to the Highlight.
How to Use Highlights
Before using the Highlights feature, you will need to set up an integration with your choice of CRM (e.g., Salesforce, Zendesk, Intercom), so that you have access to interactions on which you can QA.
Go to Quality > Interactions in the Playvox Dashboard.
You’ll be redirected to a screen that displays a queue of your Agents’ interactions. Click to select an Interaction that you would like to evaluate, scroll to the bottom of the right-hand panel, and click Start Evaluating.
In the window that pops up, provide the information requested. Playxox automatically populates the list of users from which you can choose based on those involved with the ticket, but you will need to select the User you want to evaluate. You’ll also need to select the user’s Team and the Scorecard you want to use during the Evaluation. When done, click Evaluate to begin.
This will lead you to the Evaluations screen where you can see details about the Interactions and work through the Quality Assurance (QA) process.
Adding a Highlight
Before you begin, you will need to find the Interaction to which you want to add a Highlight.
To add a Highlight, click at the beginning of the text you want to annotate. Then, while holding your cursor down, drag until the entire text section you want has been highlighted.
Note that if you click the Add Highlight button, you’ll see a pop-up in the left that says
Now, you can add Highlights selecting a piece of the text in the interaction and also add comments
Click Got It to acknowledge and close out of the message.
Using your cursor, select the text that you want to Highlight. Playvox will automatically add a visual indicator, as well as prompt you to choose the Evaluation question that corresponds to your highlight.
For example, if you notice that the Agent asks for the customer’s personal information, you might indicate that the relevant Evaluation question is Did the Agent avoid asking for personal information? Playvox’s question list prompt is divided into the same sections the Evaluation itself is.
In addition to selecting the corresponding Evaluation question, you can also choose to leave an optional comment regarding your Highlight for the Agent’s review.
Reviewing Highlights on an Evaluation
You can review the Highlights for an Interaction in one of two ways.
First, you can view a Summary of the Highlights available within the same Interaction that you evaluated. You can edit the comments you left, or you can delete the comment if you decide that it is no longer needed.
Alternatively, you can open up a completed Evaluation (available in the queue accessible via Quality > Evaluations in the Playvox Dashboard) at a later date and see all of the Highlights nested within the Evaluation itself.
What are you waiting for! Start using Playvox's Highlights 😉
You might also want to read Conducting a Quality Evaluation.
For experts and users participating in the calibration process, highlight text and add comments when evaluating an interaction inside a calibration.
Last Edited: 09.29.2020