By default, your agent receives a notification as soon as you (an evaluator, in this case) complete and send their evaluation. But perhaps you have your 1:1 with the agent on Friday, and - to make sure the information is fresh in their mind- you’d like to send their entire week’s worth of evaluations on Thursday afternoon. Maybe you’ve also been thinking that constant notifications could distract your team from keeping that positive work flow. That’s why Playvox gives you the opportunity to schedule evaluations, so you can release them when it makes most sense for you and your company.

How to Schedule Evaluations

  1. Go to Settings > Quality.

2. Check the box next to Allow scheduled evaluations to turn it green.

3. From here, you'll be able to choose how often you'd like to send evaluations

(weekly, daily or monthly).

4. Select your Send start date and time.

5. Finally, choose the frequency of your evaluation deliveries (example: every 2

weeks).

Schedule by Scorecard

After Allowing Scheduled Evaluations in your Quality Settings, you may also choose to schedule evaluations based on Scorecard.

  1. Go to Quality > Scorecards.

Click on Scorecards

2. Click the Edit icon next to the scorecard you would like to schedule.

Click on highlight

3. A new page will open. Click on View Settings.

Click on VIEW SETTINGS

4. From here, you’ll be able to schedule evaluations in the same way as described

in the How to Schedule Evaluations portion of this article.

Click on SCHEDULED EVALUATIONS…

What does this look like in action?

Let’s see how this change affects your evaluations.

  1. Go to Quality > Workloads to start an evaluation.

Remember: You may also start an evaluation by going to Quality > Interactions. Select an interaction, and begin an evaluation for the interaction you’ve chosen. You can read more about Creating Evaluations here.

2. Select the workload you'd like to evaluate.

3. Click on evaluate on the right side of the row for the agent or analyst you are

evaluating.

4. Select the team and scorecard. Then click Evaluate.

5. Complete your evaluation.

6. To see when the evaluation is scheduled to be sent, hover over the information

icon next to the Send Evaluation button.

7. When you're ready, click Send Evaluation.

8. The first time you Send an evaluation after setting your schedule, a popup

window will appear reminding you that your evaluations are scheduled. Click Got it to proceed.

9. You will then be brought to a summary page. At the top, you'll see a message

confirming the details of the scheduled send date and time.

Playvox will automatically release the results of the evaluation to the agent at the specified time.

Viewing Scheduled Evaluations

  1. Go to Quality > Evaluations.

  2. Choose Completed in the status filter.

From here, you’ll be able to see the details for all scheduled evaluations.

Sit back, and relax. You’re scheduled! If there are multiple releases, the user will receive a single notification via email and a single notification via Playvox.

Note: Scheduled Evaluations do not impact reporting. The results of evaluations only impact analytics once they have been released.

Completing a Quality Evaluation

Reviewing and Exporting Evaluations

Evaluations: Searching for a Customer Interaction or Agent

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