Setting up users on PlayVox follows common standard practices for call center software applications. This document will explain how to add users and create teams of users to be assigned to quality and performance campaigns.
Setting number of licenses for billing
Adding new users
Managing users - moving / deleting / changing roles
Activating / deactivating users
Setting operational goals for team leaders
Managing performance data associated with users
Let's begin by reviewing user roles on PlayVox.
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 performance campaigns for teams they are part of. And only 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 performance dashboards for their teams 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. They do not have access to performance dashboards or coaching data.
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:
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.
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. Or permanently delete the user and all their associated data.
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 and Managing Teams
You can create and assign individuals to Teams on PlayVox. Teams are typically structured to match your current business organization. On PlayVox, teams are organized around a team leader. In fact, agents must be assigned to teams with a team leader in order to participate in quality evaluations and performance campaigns. This team structure is useful and efficient for many activities on the PlayVox platform:
Quality programs: Align teams with specific quality scorecards.
Performance Campaigns: Structure teams that are handling similar customer interactions being measured against the same metrics and goals.
Learning Lessons: Invite individuals to take a learning lesson.
Agents can participate on multiple teams associated with multiple activities. Team Leaders can be assigned to multiple teams.
Instructions for creating teams
Click on the platform administrator gear 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 plus symbol in the upper right corner of the screen to create a new team.
Provide the required team information. Select a team leader from the drop down list. You must assign a team leader. In fact, you can assign up to five team leaders. Typically, there is a team leader responsible for day-to-day supervision of team members, a back up team leader available when primary supervisors are on leave, and a manager who may oversee multiple teams and therefore may need access to multiple team 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 the names. Use the left and right arrows to add names to the new team or remove names.
Click "Save" when finished.
Instructions for Managing Teams
In order to edit or change members of a team, go to the team settings page, click on Manage to edit team profile information or add / remove agents from the team.
When finished, click “Save”.
Setting operational goals for team leaders
If turned on for your site, operational goals can be set for team leaders. Operational goals can be set for number of recognitions, coaching sessions, and quality evaluations per team. Goals can be set for week, month, quarter.
Operational goals will be visible in the drop down menu for administrators and in the sub-menu level under Community. Go to the platform administrator gear in the upper right corner of your screen. Click on Operational goals.
On the Operational goals screen, you have the option of setting goals across all team leaders for your site (General) or setting goals for each team leader (Specific). Click on the General heading. Click in the field next to the activity and under Weekly. We automatically calculate for Monthly and Quarterly. Click the green Save changes button.
Click on the Specific title. From here, you can set operational goals for each team leader. Scroll down the page to view all team leaders.
Platform administrators can view a progress report by time period by clicking on Operational goals in the sub-menu under Community.
User data management: Performance campaigns
For administrators using the Performance application, PlayVox allows you to manage the data associated with users across multiple performance campaigns. You can delete, move, and copy data for specific agents and date ranges. Let's review.
Go to Performance, Campaigns, and click on the blue Actions button for a specific campaign. Select Data Management.
You will see a Data management dashboard. Select a campaign for view. And a date range for the data you wish to you will see a list of agents and their associated KPIs for this campaign.
From here you can do several things. Click on an individual cell for a KPI and you can adjust or edit the value for that cell. This feature is intended to allow you to correct for one-off or random errors in data. Perhaps data was uploaded but it did not properly reflect one agent's activity for that day. Those singular corrections can be made here. Select the data range, scroll down to the agent, click on the cell, and make the change.
Team member adds, deletes, and moves
You can also delete, copy, or move blocks of data for one or more agents. Perhaps three agents are added to an existing campaign. Click on the white Actions button. Select delete, move, or copy data.
A confirmation pop up window will ask you to confirm the dates or date ranges and to select agents.
As a second level precaution, you will be asked to confirm delete by typing the word and click Accept.
You can also move or copy blocks of agents and data to other campaigns. In this function, you are asked to provide a destination campaign for the agent and data.
In the case of moving data, the data is moved from one campaign to another. Essentially, it is removed from the originating campaign.
In the case of copying data, the data is copied from one campaign to another. The data now resides in the originating campaign and the destination campaign.