There are three simple approaches to adding new users to the PlayVox platform: manually, one-by-one; import multiple users from a CSV file; import multiple users from another platform. We will review each of these options.
For each of the different approaches for adding users, you will assign a role to the user. The following roles are available with associated privileges:
Agent: Access is generally restricted to information specific to themselves. They can see only quality evaluations or coaching sessions done on themselves. 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 full privileges on PlayVox. They have 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 has access and privileges across multiple PlayVox platform sites within an enterprise platform. This designation is often preferred for larger, distributed business operations.
Prior to Adding Users:
Prior to adding users, go to the billing page and confirm that there are sufficient licenses to assign to users. If an insufficient number of licenses are set in billing, this may result in error messages as you begin adding new users.
Go to the platform administrator gear in the upper right hand corner of your screen. Go to Billing.
On the billing page scroll down to Subscription and set the Number of licenses to those required.
Billing will be issued that automatically reflects the new license numbers. Billing is pro-rated for annual contracts to the contract end date.
Instructions for Adding Users:
Click on the gear icon in the top right position of the screen. 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 the 3rd party vendor platform. In these cases, the "Actions" button may not be present.
Manually add a new user: In this option, you can register PlayVox users one by one. It is intended for one off additions and not for adding large numbers of users. 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 lower case letter.
2. Manage User Custom Fields. PlayVox allows you to create and assign custom fields to user profiles. Custom fields typically allow you to report and track on specific profile data such as billing codes, geo locations, business units, etc. User profile information can be exported. Click on the green Add user custom field to create a new field. Custom field information only displays in Administrator dashboards for user profiles.
There are three types of custom fields that you can create. Text fill in, single choice from a drop down, or multiple choice check boxes. Selections can also be mandatory.
3. Import users from a CSV (Comma Separated Value) file. This feature allows you to create multiple users with one simple upload process.
Follow the CSV file format explicitly to successfully upload users. Any additional columns will not be recognized.
4. Deactivate users from a CSV file. Similarly, you can deactivate multiple users in one step by uploading a CSV file using the Deactivate function.
5. Export users: This option is used to export users from PlayVox into an excel file.
6. 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. Click on the Imported tab. And you have the option of viewing users not yet imported. Click on the Unimported tab. Within this tab you can select all users or select individual users to be imported. Click on accept, and users will be imported.
Instructions for managing users.
Once a user community is added, administrators can manage the status and capabilities of users. Click on the platform administrator gear icon in the top right corner of the desktop. Select 'User management'.
A user management screen appears with several options. In the upper right, there are options under the Actions button to add, import, export users. See the section above on adding users.
In the top left of the window you can Manage Active Users, Inactivated Users, and Invite new users to register for login (Pending Invitations).
From the Active user dashboard, click on the Edit button to change a user's profile information such as role. From the Active user dashboard, you can also send a reset password email to a user from this screen.
The user profile is exposed. Click on the Actions button in the upper right corner to select an action.
Active and Inactive Users
When first added, users are Activated on the platform. There is the ability to inactivate users which means they remain in the system with all of their quality evaluations, performance data, and coaching analytics. Users can be deactivated and reactivated to accommodate seasonal hiring requirements, leaves of absence, re-hire, etc. You can deactivate users by selecting Deactivate from the drop down Actions window.
Click on Deactivate. A prompt will appear confirming deactivation. You can provide reasons for deactivation for reporting purposes. All user data will be archived and associated with the user if reactivated.
View and reactivate users by clicking on the Inactive button.
To reactivate a user, follow the same process. Click on the Edit button, Click on the Actions button within a user profile. Select reactivate.
Lastly, you can also permanently delete a user at this screen. Click on Actions. Select the Delete user data button. You will be warned and prompted to confirm deletion. This function will remove all data related to the user and it cannot be restored. Type the word 'DELETE' and press the Delete button.
Inviting Users to register on PlayVox
Under User management, you can also invite newly added users to register on the platform. Go to the Pending invitations button.
This screen identifies users who have been added to the platform, but who have not yet logged into the platform for the first time. From this screen you have the option of sending an initial invitation to users, provided you have an email associated with the user. And to resend invitations if necessary.
Click on the box to the left of user names to receive an invite. If multiple names, click on the Send invitation button above the 'Name' column. If only an individual invite, you can click on the Send invitation or Resend invitation button to the right side of the screen.
Changing user roles
From the user management page, click on the Edit button as shown in the image below.
A user profile page appears on your screen.
Click on the drop down window for User type and select the role for this user. Click Save. Your changes are saved and the user has the new role assignment.
You can also view the agent profile by selecting the Show profile option from the Action drop down window. This screen provides a complete profile of the user including information provided by the user and access to progress reports for Learning, Coaching, and Quality.
Administrator User Update Logs
The PlayVox platform tracks and reports on changes made to user profiles. To view the user profile log, go to User management, select Edit for a specific agent.
On the agent profile page, select the Actions button select View user log.
User logs identify changes made and by who. In this example status was changed to Active by Steven. User file log data can also be exported from this view.
Creating Teams: Learn how to build teams and assign agents to teams.
Changing User Roles: Learn how to add or remove agents on a team.