Let’s start with the “why”, and then we’ll show you the “how”.
Why are Peer Reviews important?
Peer reviews offer a multitude of benefits in the workplace, including employee engagement, self-evaluation, and team building. By utilizing Playvox scorecards in this way, your agents will be empowered to get involved in the evaluation process themselves. Not only will this create a sense of trust within your team, but it will also strengthen relationships between team members and motivate their future performance.
How to Create Peer Reviews with Playvox Scorecards
In order to utilize peer reviews, you’ll first need to modify an agent’s permissions.
Sign in to Playvox using the desired admin or super admin account. In the top-right corner, click Settings.
When the drop-down menu appears, click Roles Management. You will then be redirected to a full listing of the roles you’ve created.
3. From here, you can either create a new Agent role or work with an existing
Agent role. Click this link to read more about how to create and customize
User Roles in Playvox.
Note: If you use an existing role instead of creating a new role, you’ll be adding permissions on top of the ones already assigned to users with that role.
Creating a New Agent Role
If you choose to create a new role for use with peer reviews:
Start by clicking Create at the top right of the Roles Management screen. This will launch the roles creation screen.
Provide a name for your role, and set the field labeled Select a default role to start to Agent.
Click Accept to proceed. You will be redirected to a new screen.
Click Quality on the left side of the screen. This is the section where you’ll enable the necessary permissions for Peer Reviews.
Adjust the Evaluation Permissions.
In the field “View Evaluations” select View only own evaluations.
In the following field, “Manage Evaluations (create, update)” select Create and update own evaluations. This will enable agents to perform Peer Reviews, but only with access to their own evaluations that they have created themselves.
*If using Workloads to automatically assign Evaluations, there are just a few more steps you’ll need to take.
Scroll down to Workload Permissions in Quality (below Evaluation Permissions, near the bottom of the page).
Select “View own workloads” in the View workloads field.
Hit Save when finished.
But wait, there’s more! You may also grant the agents responsible for peer reviews additional permissions to view reports, manage filters and scorecards, etc. For a full run-down of available permissions, please see Quality Module Permissions Settings.
Remember to click Save when you’re done making your adjustments.
IMPORTANT: Peer review permissions will override those of a basic agent. Therefore, if you have chosen to hide “evaluated by”in disputes, reports and evaluations that agents have access to, we suggest you clone that agent’s role and edit permissions accordingly. That way you can have one role that is designated to Peer Review, and another that will be evaluated as a basic agent.
Assigning Users to Your New Agent Role
After you have created your new role, you’ll need to assign users to that role.
Go to Settings > User Management.
2. Find the user whose roles you want to adjust, and click the Edit button next
to their name.
3. At the bottom of the page, change the user’s Role to the one you created
previously (new agent role), or to the one whose permissions have been
modified to enable peer review (existing agent role).
4. When done, don’t forget to click that Save button!
Performing Peer Reviews
Wahoo! Your agents are now ready to perform peer reviews. You may choose to assign peer reviews manually, or just let Playvox do the work automatically through our Workload feature.
For Manual evaluation
Navigate your agent to their Evaluations page, and have them click Start Evaluating.
2. From there, they’ll select the User, Team, and Scorecard to evaluate.
3. Finally, they will click Evaluate to complete their Peer Review.
Using the Workload Feature
If you use Playvox’s workload feature, you can automatically assign Agents with sufficient peer review privileges to evaluate interactions.
First, make sure your permissions are set up correctly (see above *).
Then, go to Quality > Workloads.
Setting up a workload requires three steps. It is in the second step that you will select your analyst(s) and define the analysts’ workload.
Remember: If you have enabled the permissions correctly, all agents with the ability to perform peer reviews will appear in this list for you to choose.
Please note that once you have selected the analyst and assigned their workload, they will be randomly assigned enough interactions to meet their weekly assignment. Go ahead and click here if you’d like to read more about Configuring Workloads.
You’ve Done It!
At this point, the agents who will be performing peer evaluations have all the permissions they need to begin when they next log in. They will be able to create and perform evaluations, including starting them from an existing interaction logged in Playvox.