Import Users to get this Quality party started!

You may choose to add new users to the Playvox platform manually, (one-by-one), by importing multiple users from a CSV file, or by importing multiple users from another platform. We’ll go through these options in more detail below, but first - let’s get acquainted with the User Roles.

User Roles

A role will be assigned any time you add a user. The following roles are available with the associated privileges:

Agent: Access is generally restricted to information specific to themselves. They can only see quality evaluations or coaching sessions done on themselves (unless they are participating in Peer Reviews which you may read more about here). They have access and privilege levels only as configured by the platform administrator. They can only view historical data for their own activities.

Team Leader: Access is generally restricted to information specific to themselves and their team members. They can see quality evaluations and coaching sessions done on their team members. They have access and privilege levels only as configured by the platform administrator.

Analyst: Access is generally restricted to information specific to quality evaluations and historical data associated with quality evaluations. They can conduct quality evaluations.

Administrator: A platform administrator has an unrestricted view of historical data and activities for any user type. They can configure users and applications on the platform. They can manage administrative functions such as billing and integrations.

Super Administrator: A super administrator, or “Super Admin” as we affectionately say, has full privileges on Playvox and access across multiple Playvox platform sites within an enterprise platform. This designation is often preferred for larger, distributed business operations.

Custom Roles: Though Playvox offers the above default user roles, we also understand that not every Quality Assurance team is the same. Read how to create new Custom roles here.

Note: If you choose to create Custom Roles, make sure to do so prior to adding users in order to ensure they are included in the process.

Instructions for Adding Users

Click on the Settings icon. This is the platform administrator management menu. Select the “User management” option.

On the "Users" page, click on the "Actions" button at the top right of the screen to expose a menu with next options.

Note: Depending on the 3rd party platform you've chosen to integrate with Playvox, you may need to add, remove, and manage users as an administrator from within that 3rd party vendor platform. In these cases, the "Actions" button may not be present.

To import these users, you must first go to Settings > Integrations. Choose the integration you have set up with Playvox and under the Actions button, select Import Users.

  1. Manually add a new user: Select Add new user from the drop-down menu.

In this option, you can register Playvox users one by one. This is not recommended for adding large numbers of users (that would take a very long time), but is more intended for one-off additions. Remember that a user name is used to log into Playvox. Best practice is to use an email address as the user name. Passwords must contain at least 10 characters, a number, a capital letter, and a lowercase letter.

2. Import users from a CSV (Comma Separated Value) file.

This feature allows you to create multiple users with one simple upload process.

From the User Management page, click the Actions button and select Import users from Excel or CSV. In the yellow box, you’ll see recommendations as well as example formats of CSV, Excel and JSON.

Psst! Read this! It’s very important that the CSV file format is followed explicitly in order to successfully upload users. Any additional columns will not be recognized. If the file does get rejected, a red error bar will appear at the top of the screen indicating what went wrong. Also, if you plan on creating user custom fields (click here to read more), they must be added in this step BEFORE adding users. Thank you. You may now continue.

Example CSV file:

You may also Deactivate users from an Excel or CSV file. From the User Management page, click Actions and Deactivate users from Excel or CSV. The following screen will appear with instructions as well as examples.

If you would like, you can Export users from Playvox into a spreadsheet file. Go to User Management, click Actions, then Export users.

3. Import users from an available 3rd party platform API. This option pulls all the users that you already have in another platform account into Playvox. You have the option of viewing users already imported from the platform as well as unimported. Click on the appropriate tab to view the category.

To import: Select all users or the individual users you’d like to import. Click Import, and - Voilà! - users will be imported.

Now you're ready for Basic Configuration Step 2: Managing Users!

Want to review something in Basic Configuration? Here are other articles that may help:

Quality Assurance at a Glance

Basic Configuration Step 3: Creating and Managing Teams

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