Playvox Quality | Playvox Help Center

Scorecards

Understanding Scorecards

What are scorecards and why are they important to Playvox’s Quality Assurance?

Written by Jana Debusk
Updated over a week ago

Creating Scorecards: Getting Started

Build a scorecard that captures the essence of your company, and collects the data you need

Written by Jana Debusk
Updated this week

Creating Scorecards: Adding Questions and Scoring Factors

Finish building your customized scorecard by adding questions and scoring factors.

Written by Jana Debusk
Updated over a week ago

Managing Scorecards

Learn about Feedback options, bonus sections, cloning and more!

Written by Jana Debusk
Updated over a week ago

Scorecard Rules

Use rules to customize the behavior of your scorecards, and extend that behavior to perform advanced logic in calculating QA Scores.

Written by Jana Debusk
Updated over a week ago

Scorecard Bonus Sections

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

Written by Jana Debusk
Updated over a week ago

Scorecard Groups

Create and Assign Question Groups

Written by Jana Debusk
Updated over a week ago

Highlights Feature

How to Use, Add and Review Highlights

Written by Jana Debusk
Updated over a week ago

Best Practices: Creating Scorecards

Tried and true methods to get the most out of your Scorecards.

Written by Jana Debusk
Updated over a week ago

Workloads

Interaction Transfers: Evaluate the Agent

Analysts may transfer interactions within workloads

Written by Jana Debusk
Updated over a week ago

Understanding Workloads

What are Workloads, and why are they important to your Quality Assurance?

Written by Jana Debusk
Updated over a week ago

Creating Workloads: Evaluate the Agent

Create Workloads to Evaluate the Agent, Build Samples by Agent/Team, Percentage or Quantity, and Customize Evaluations per Team member

Written by Jana Debusk
Updated over a week ago

Creating Workloads: Evaluate the Analyst

Create Workloads to Evaluate the Analyst, Filter by Scorecard, Team, or QA Score, and Create Samplings

Written by Jana Debusk
Updated over a week ago

Manually Reassign Workloads

Reassign Pending Workloads to Improve Completion Rates

Written by Jana Debusk
Updated over a week ago

Automated Workload Reassignments

Plan ahead with Substitutions

Written by Jana Debusk
Updated over a week ago

Skip Interactions in 'Evaluate the Agent' Workloads

Use Analyst Mode for Skipping Interactions

Written by Jana Debusk
Updated over a week ago

Workloads Reports

View detailed reports on workload completion, organized by analyst

Written by Jana Debusk
Updated over a week ago

Evaluations

Completing a Quality Evaluation

Evaluate customer interactions with Single or Multi-evaluator functions

Written by Jana Debusk
Updated yesterday

Quality Analyst Reviews

Provide crucial feedback to Quality Analysts

Written by Jana Debusk
Updated over a week ago

Reviewing and Exporting Evaluations

Search, Review, and Export Quality Evaluations

Written by Jana Debusk
Updated over a week ago

Schedule Evaluations

Bypass agent notification by scheduling evaluations

Written by Jana Debusk
Updated over a week ago

Evaluation time tracker

Track analyst evaluation time

Written by Jana Debusk
Updated over a week ago

Quality Evaluations Logs

View changes made to Evaluations

Written by Jana Debusk
Updated over a week ago

Disputes

Dispute Resolution Process for Agents and Analysts

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

Written by Jana Debusk
Updated over a week ago

Handling Disputes

Viewing Disputes, Handling Disputes, and Assigning Arbitrators

Written by Jana Debusk
Updated over a week ago

Dispute Management

Add categories, open disputes for other users, and limit timeframe to start a dispute

Written by Jana Debusk
Updated over a week ago

Calibrations

Quality Calibrations

Create, Review and Manage Quality Calibrations

Written by Jana Debusk
Updated over a week ago

Calibration Reports

How to View, Filter and Export Calibration Reports

Written by Jana Debusk
Updated over a week ago

Quality Reports

Playvox Quality Reports

Create Quality reports to see trends by section, question groups and more. Then export your data.

Written by Jana Debusk
Updated over a week ago