Administrators: Getting started with Quality

Quality: Getting started

Quality Overview - Setting Up PlayVox

Five easy steps to creating your world-class Quality Program

Written by Camilo Valencia
Updated over a week ago

Quality Set Up: Step 1 - Integrating Playvox with Customer Interaction platforms

Learn how to create a connector with other platforms.

Written by Camilo Valencia
Updated over a week ago

Quality Set Up: Step 2 - Creating customer interaction filters

Learn how to create filters for customer interactions.

Written by Camilo Valencia
Updated over a week ago

Quality Set Up: Step 3 - Adding and Managing Users

Learn how to import and configure users

Written by Camilo Valencia
Updated over a week ago

Quality Set Up: Step 4 - Creating and managing teams

Learn how to manage teams on PlayVox.

Written by Camilo Valencia
Updated over a week ago

Quality: Scorecards

Understanding PlayVox's Scorecards

All you should know before designing new Scorecards: components, features and best practice considerations for building them.

Written by Camilo Valencia
Updated over a week ago

Quality Set Up: Step 5.1 - Creating quality scorecards in minutes

Create unlimited QA forms and personalize them according to your quality criteria.

Written by Camilo Valencia
Updated over a week ago

Quality Set Up: Step 5.2 - Cloning Scorecards, Including Custom Fields and User Views.

Tailor-make quality scorecards to match your needs and get the data you are looking for.

Written by Camilo Valencia
Updated over a week ago

Scorecard Rules

Customize the behavior of your scorecards, extending its behavior to perform custom and advanced logic in calculating QA Scores, using rules

Written by Camilo Valencia
Updated over a week ago

Scorecard Bonus

Allow evaluators to assign additional points over and above 100 in the scorecards.

Written by Camilo Valencia
Updated over a week ago

Scorecard groups

Creating Question Groups, Assigning Question Groups, and Evaluating using Question Groups.

Written by Camilo Valencia
Updated over a week ago

Report on Question Groups

With this report, you can do things like measure performance per group over time, identify agents’ behavioral patterns, and more.

Written by Camilo Valencia
Updated over a week ago

Playvox's Highlights Feature - How to use, add and Review.

Allows you to provide granular feedback regarding customer interactions to your Agents.

Written by Camilo Valencia
Updated over a week ago

PlayVox Users' Roles

Peer Reviews in Playvox

Individual agents can be granted permissions to evaluate interactions involving other agents.

Written by Camilo Valencia
Updated over a week ago

How to change a user's role

Three easy steps to change roles.

Written by Camilo Valencia
Updated over a week ago

PlayVox's Calibrations

Calibrations: Quality Add-on

Conduct quality calibrations, to measure & identify areas for improvement. Help your team deliver consistency in their QA evaluation process

Written by Camilo Valencia
Updated over a week ago

Calibrations Reports

Find out how your team can deliver consistency in your QA evaluation process.

Written by Ariel Cordiviola
Updated over a week ago

Playvox's Quality Reports

Playvox Reports: Trend by Section

The Trend by Section Reports aggregate data and allow you to gain insight over the QA process on a per-section basis.

Written by Camilo Valencia
Updated over a week ago

Playvox Reports: Error Trends by Question

Creating reports from different sections and exporting data.

Written by Camilo Valencia
Updated over a week ago

Workloads: PlayVox's Quality Add-on

Configuring Quality Analysts' Workloads

Workload capabilities and parameters, creation (step-by-step), assignment, percent weighting, interaction filters, time ranges, and more.

Written by Camilo Valencia
Updated over a week ago

Quality Assurance Analysts and PlayVox's Workloads. Skipping Properties for Admins and SuperAdmins.

How does a QA Analyst work within Workloads. All about skipping properties & how Admins or SuperAdmins can manage its categories.

Written by Camilo Valencia
Updated over a week ago

PlayVox's Workloads Reports.

Get the information you need to analyze & follow-up on your Quality Analysts' task accomplishments.

Written by Camilo Valencia
Updated over a week ago

FAQs about PlayVox's Workloads.

Are you considering PlayVox's Quality Product: Workloads add-on? Or maybe you're already using it but still have some questions about it.

Written by Camilo Valencia
Updated over a week ago

Quality: Disputes

Categories for Disputes

Capability to add and use categories in disputes

Written by Ariel Cordiviola
Updated over a week ago

Dispute Resolution Process: Agents, Admins, & Analysts How to's.

Playvox offers Agents the opportunity to respond to the results they receive on Evaluations provided by QA Analysts.

Written by Camilo Valencia
Updated over a week ago

Limiting the Timeframe to Start a Dispute

Learn how you can limit the number of days an agent has to open a dispute

Written by Ariel Cordiviola
Updated over a week ago

Dispute Resolution Process: Viewing, Assigning Arbitrators, & Handling Disputes.

Appropriate role permissions, automatic Arbitrator assignation, and responding to a disputed question.

Written by Camilo Valencia
Updated over a week ago

Opening a Dispute for Another User

Learn how to open a dispute for another agent in Playvox

Written by Ariel Cordiviola
Updated over a week ago