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Administrators: Getting started with Quality
Administrators: Getting started with Quality
Everything you need to know to set up your quality program
28 articles in this collection
Written by
Ariel Cordiviola
and
Camilo Valencia
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