Playvox’s Highlights Feature allows you to provide granular feedback to your Agents regarding customer interactions. Get personal to get better results.

Using any Playvox-integrated CRM (e.g., Salesforce, Zendesk), evaluators can identify and visually mark specific parts of tickets as well as provide commentary for Agents during the evaluation process.

Why Highlights?

When you set up a third-party integration (e.g., with Salesforce, Intercom, or Zendesk), you have access to your agents’ Interaction history in Playvox.

Let’s say you identify a problematic area upon reviewing this history. That’s where Highlights come in. The Highlights feature allows you to draw attention to a specific area so that you can:

  • Make a note of where, exactly, the issue is found

  • Provide specific details regarding the issue when informing the Agent

  • Use this information to customize the Agent’s future training

In addition to putting a visual indicator onto the problematic area, Playvox allows you to add comments relevant to the Highlight.

Getting There

Before using the Highlights feature, you will need to set up an integration with your choice of CRM (e.g., Salesforce, Zendesk, Intercom), so that you have access to interactions needed for Quality Assurance. Once that integration is complete, you’re ready to rock and roll!

  1. Go to Quality > Interactions in the Playvox Dashboard.

You’ll be redirected to a screen that displays a list of your Agents’ interactions.

2. Click to select an Interaction that you would like to evaluate, scroll to the bottom

of the right-hand panel, and click Evaluate.

3. In the pop-up window, fill in the information requested. Playvox automatically

populates the list of users you can choose from based on those involved with

the ticket, but you will still need to select the User you want to evaluate. You’ll

also need to select the user’s Team and the Scorecard you’d like to use during

the Evaluation.

4. When done, click Evaluate.

This will lead you to your main Evaluation page where you can start that essential QM work.

Adding a Highlight

  1. Click at the beginning of the text you want to annotate.

  2. Then, while holding your cursor down, drag until the entire text section you want has been highlighted.

Note: If you click the Add Highlight button, a pop-up window will appear with the following message, “Highlight important text from the comment tab to use it as feedback.” Click Got It to acknowledge and close out of the message.

When you release your cursor, Playvox will automatically add a visual indicator as well as prompt you to choose the Evaluation question that corresponds to your highlight.

In the above example, you’ll notice that the Agent’s response to the customer was less than ideal. You may choose to select The agent was friendly, polite, and professional as the correlating evaluation prompt. Keep in mind that Playvox’s question list is divided into the same sections as the Evaluation itself.

In addition to selecting the corresponding Evaluation question, you can also choose to leave further commentary regarding your Highlight for the Agent’s review.

3. Click Add Highlight.

Reviewing Highlights on an Evaluation

You can review the Highlights for an Interaction in one of two ways.

  1. In Draft form, you can scroll through to see highlighted sections. You can then edit your comments or delete them if you decide they are no longer needed.

2. Alternatively, you can open up a completed Evaluation and see all of the

Highlights that have been added. These interactions are available by search in

Quality > Evaluations from the Playvox Dashboard. You may still make edits after

the Evaluation has been completed by clicking Edit on the top right of the

scorecard. Reporting will update with your changes and the evaluation will be

resent to those you’ve selected to notify.

You may also use the Highlights Feature in the same way within the Calibration process. Happy highlighting!

Now that you’re an expert on our Highlight Feature, you may want to read about Calibrations!

Or go ahead and review our Scorecard articles:

Understanding Scorecards

Creating Scorecards: Getting Started

Creating Scorecards: Adding Questions and Scoring Factors

Managing Scorecards

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