Administrators: Getting started with Quality

Everything you need to know to set up your quality program

Juliana Diaz avatar Ariel Cordiviola avatar
25 articles in this collection
Written by Juliana Diaz and Ariel Cordiviola
Quality: Scorecards

Understanding PlayVox's Scorecards

All you should know before designing new Scorecards: components, features and best practice considerations for building them.
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Written by Juliana Diaz
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.
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Written by Juliana Diaz
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.
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Written by Juliana Diaz
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
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Written by Juliana Diaz
Updated over a week ago

Scorecard Bonus

Allow evaluators to assign additional points over and above 100 in the scorecards.
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Written by Juliana Diaz
Updated over a week ago

Scorecard groups

Creating Question Groups, Assigning Question Groups, and Evaluating using Question Groups.
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Written by Juliana Diaz
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.
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Written by Juliana Diaz
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.
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Written by Juliana Diaz
Updated over a week ago