We all know Quality Assurance is a team sport. Learn how to create and assign users to Teams with Playvox.
Teams are typically structured to match your current business organization. In the Playvox system, teams are organized around a Team Leader. In fact, agents must be assigned to teams with a team leader in order to be able to participate in quality evaluations and performance campaigns. This team structure can be seen across the Playvox platform with products like:
Quality programs: Align teams with specific quality scorecards.
Learning Lessons: Invite individuals to take a learning lesson.
Performance Campaigns: Structure teams handling similar customer interactions to be measured against the same metrics and goals.
Agents can participate on multiple teams associated with multiple activities. Team Leaders can also be assigned to multiple teams.
Important: By default, Playvox will have one team already created in the platform called All Users. You can think of this team as a "placeholder", as Playvox requires teams for the product to function. You may delete this team as soon as others are created.
Click on the settings icon in the top right position of the desktop. Click on the Teams menu option.
The Teams settings page will open with a list of existing teams. Click on the green New button in the upper right corner of the screen to create a new team.
From here, you can start building your team!
First, you’ll need a Team Name. Be as creative or direct as you’d like. You can choose to add a short Description in order to let your Team Members understand common goals, team direction, etc. Finally, select a Team Leader from the drop down list, or start typing a name and the system will fill it in for you.
Important: You must assign at least one team leader, but you have the option to assign up to 60 Team Leaders!
Tip: Assigning a Team Leader responsible for day-to-day supervision of team members - as well as a backup Team Leader for when those primary supervisors are on leave - may be common practice. However, keep in mind that if you assign a manager that oversees multiple teams, you’ll need to enable their permissions as they may need access to multiple teams’ quality and performance data.
Scrolling down the page, you will see a list of agent names in the left column that includes the total active users available to assign to teams. Select All or Select specific agents by checking the boxes to the left of their names. Use the left and right arrows to add names to the new team or remove names.
You’ll also see the More select options above the names column where you may import a CSV or Excel file instead of manually checking boxes.
A new dialogue box will appear. Make sure to follow the instructions in that box explicitly in order to correctly import your team members.
After creating your teams, make sure to click "Save".
Instructions for Managing Teams
Edit Team Members
In order to edit or change members of a team, go back to the Team settings page. Click on Manage to edit team profile information or add / remove agents from the team. When finished, don’t forget to click “Save”.
Note: Moving a user from one team to another will not transfer the data (evaluations, reports, etc.) from that user. This information will stay with the "older" team data for reporting purposes.
Delete a Team
You may also delete teams by clicking Delete.
In order to Delete a team, it must first be removed from all associated Scorecards, Workloads, etc. Any evaluations done for this team need to be deleted before this process. Important: The data will be permanently removed from the system if deleted, which will affect reporting.
Archive a Team
You may want to consider archiving a team, instead of deleting it, to save your reporting data. To do this, go to Settings > Teams.
Click Manage next to the team you'd like to archive. A new screen will appear. Click the drop-down menu under status and select Archived.
Congratulations! You’ve successfully set up Quality in Playvox and are on your way to a more comprehensive and expansive Quality Assurance experience.
Next, we suggest:
Creating Scorecards: How to design and build Quality Scorecards.
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