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 to reach your business objectives.

Written by Jana Debusk
Updated over a week ago

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 this week

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

Creating and Managing Workloads

Workload capabilities and parameters, how to create and assign workloads, percent weighting, interaction filters, time ranges, and more

Written by Jana Debusk
Updated this week

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

Evaluations

Completing a Quality Evaluation

Evaluate customer interactions with Single or Multi-evaluator functions

Written by Jana Debusk
Updated this week

Reviewing and Exporting Evaluations

Search, Review, and Export Quality Evaluations

Written by Jana Debusk
Updated this week

Evaluation time tracker

The Evaluation time column on the Evaluations page tracks the amount of time the analyst spent on the evaluation process.

Written by Ariel Cordiviola
Updated over a week ago

Creating a Quality Evaluation - Searching for a Customer Interaction or Agent

Learn everything you need to know to evaluate an agent's interactions with customers.

Written by Camilo Valencia
Updated over a week ago

Creating a Quality Evaluation - Notifying Agents and Team Leaders About Evaluations

Once a completed evaluation is submitted, both the agent and team leader receive a notification within their Playvox notifications & email.

Written by Camilo Valencia
Updated over a week ago

Scheduling Evaluations to bypass agent notification.

Usually agents receive notifications that an analyst has completed an evaluation on them as soon as it's completed and sent.

Written by Camilo Valencia
Updated over a week ago

Quality Evaluations Logs

This feature allows you to view information about changes that were made to your Evaluations after they have been submitted.

Written by Camilo Valencia
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 this week

Handling Disputes

Viewing Disputes, Handling Disputes, and Assigning Arbitrators

Written by Jana Debusk
Updated this week

Dispute Management

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

Written by Jana Debusk
Updated this week

Calibrations

Quality Calibrations

Create, Review and Manage Quality Calibrations

Written by Jana Debusk
Updated over a week ago

Calibration Reports

How to view and filter 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