Now the fun begins! Let's start by going over scorecards and scorecard construction.
Your platform administrator typically builds and manages a library of scorecards that are used in evaluations. These scorecards appear when a quality analyst starts an evaluation.
The typical scorecard contains questions that represent areas for review, such as compliance, customer experience, skill levels, product knowledge, etc.
Questions are contained within sections. Each question has a score.
Typically, the same evaluator starts and completes the same evaluation. However, we also have a multi-evaluator process where two different individuals review sections or approve the scorecard prior to completion and distribution.
More on this option below.
Creating a Single Evaluator Evaluation
Let's start an evaluation using a single evaluator.
1. Click Start Evaluating at the bottom right of an interaction or agent name.
2. Confirm the user name.
3. Select the user team.
4. Select the specific scorecard to be used in the evaluation.
5. Click Evaluate to open the scorecard and begin.
If you are in Interactions mode, the scorecard displays within the dashboard in the right column along with an interaction in the left column.
6. If the interaction is:
- A call recording, click the audio file arrow in the recording card in the left column. The audio print appears at the bottom of your screen, and the audio recording plays.
- An email or chat, the text of the interaction appears in the left column.
7. Scroll down the scorecard on the right side to view the questions.
Note: The interaction card in the left column scrolls 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 each card has a set of questions structured within a section. Each question has a set of answer options that are configured when the administrator created the card. Each question has a set of points associated with it.
8. You can add a comment to any question.
9. You can also provide feedback within each section.
10. You can configure questions as Fail section or Fail all.
- If you label a question as Fail section, a wrong answer for that question results in failed scores for all questions in that entire question.
- If you label a question as Fail all, a wrong answer for that question results in failed scores for the entire scorecard.
11. In addition to providing feedback within each section, you can provide feedback in the last Feedback summary field.
Note: Playvox automatically displays the total score for the scorecard along with the goal set for the scorecard.
12. At the bottom of the screen, you have the following options:
- Choose file: Attach a file for reference by selecting the file from your computer.
- Send email notification to agent: Send an email notification to the agent of the completed evaluation.
- Save draft: Save the scorecard as a draft if it is incomplete.
13. Click Send evaluation when complete.
This scorecard is sent to the agent and the agent's team leader.
Creating a Multi-Evaluator Evaluation
Multi-evaluator scorecards let multiple individuals score different sections of a scorecard, or are for when a second person must review and approve the evaluation before it is sent to the agent.
Platform administrators can choose this option when building a scorecard, which lets the first evaluator assign a second evaluator in the scorecard. See the Other evaluator menu in the screenshot below.
This option appears in the top summary section of the scorecard when opened by the first evaluator.
After the first evaluator completes the scorecard, it is forwarded to the second evaluator.
Reassigning an Evaluation
The second evaluator has the option to assign the evaluation to a third elevator, if necessary. This is useful if the evaluator has workload challenges, is on vacation, or there's a more qualified person to conduct the evaluation.
To reassign an evaluation:
1. Click Assign next to the Other evaluator field.
2. Select another person using the menu.
3. Click Accept to send the notification to the reassigned evaluator.
- Step 5.2 - Creating Quality Scorecards
- Creating a Quality Evaluation - Searching for a Customer Interaction or Agent
- Creating a Quality Evaluation - Notifying Agents and Team Leaders About Evaluations
- Creating a Quality Evaluation - Reviewing Your Historical Evaluations
Last Edited: 06.12.20