Rules rule! Not only do they provide a general structure for common goals, but they can actually enhance your data in reporting. The more specific the rule, the more specific the data!
Can you give me an example?
Of course! Check these out for inspiration:
If an agent gets a failing score on two questions (regardless of which questions) in a section, then the entire section gets a failing score.
If an agent receives a failing score on two sections of a scorecard (regardless of which sections they failed), they fail the entire evaluation.
If an agent fails a specific question, the evaluation will trigger a notification in Playvox Quality to email a list of users.
Adding Rules to Scorecards
For a quick overview of this process, head over to #10 in this article. But since you’re here, you probably want the extended version. We’ve got you covered.
Go to Quality, then click Scorecards in the sub-navigation bar.
Click the Create a new scorecard button and choose either Start from Scratch or Use a template.
Click on Add New Rule
4. Begin by providing a Rule name in the new window.
5. Next, you will set the conditions that trigger the rule. You’ll need to tell Playvox
whether you want the rule to:
Match all of the conditions you will set or any of the conditions
Apply to a specific question or a specific section as a whole. Specific sections will be BOLD and specific questions will be in normal font under the appropriate section. You can create rules that are based on:
The conditions for any section in the scorecard
The conditions for a specific section of the scorecard
The specific number of failed sections on the scorecard
The conditions for any question on the scorecard
The conditions for a specific question of the scorecard
6. Finally, set the specific metric by which the rule applies (e.g., if the
question/section has X number of questions that equals to, is greater than, or is
less than the total number of points you specified, then…)
7. When done, click Add Condition. This will save the condition you were working
on and allows you to add another.
8. Next, set the action(s) that you want to happen if the rule’s conditions are met.
You can choose to Fail section, Fail all, or Notify.
If you choose Fail Section, set which section will be marked failed.
9. When done, click Add action.
This will save the predetermined behavior you were working on and allows
you to add another.
Keep in mind that you can do the following:
Add as many conditions and action statements as you’d like
Delete a condition or action statement by clicking on its trash can icon at any time
Reorder the condition and action statements you’ve created anytime by dragging and dropping the conditions/actions as necessary.
Important: Rules will be executed strictly in sequential order, and rules executed later in the process may override rules executed earlier.
The Notify action allows sending users email notifications from inside Playvox Quality. Receiving users must have the "view all evaluations" permission enabled in Roles Management under Quality. Users listed under the Notify action can be updated at any time.
10. When you are done setting up your rules, click Finish to proceed. You’ll be
redirected back to the scorecard where you can continue working on it as
needed. Playvox autosaves your changes in a Draft state, so no need to Save.
11. Continue editing until you’re ready to publish.
12. Then, simply click the ✔️Publish button at the bottom right of your screen!
Note: You must publish a scorecard before you use it for evaluations.
Evaluations Using Scorecards with Rules
When reviewing evaluations performed on agents, you will see visual indicators if rules were set to cause failures. For example, you’ll see if a section was failed based on logic set by rules:
You can also see if an evaluation as a whole was failed based on logic set by rules:
This information will also show up in the summary section on the bottom left side of your scorecard.
(Fail Section & Evaluation)
Now that you’ve got a grasp on rules, maybe you’d like to study up on Bonus Sections in Scorecards.
Other articles you may find helpful: