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Playvox Quality
Playvox Quality
Scorecards, Workloads, Evaluations, Disputes, Calibrations, and Reports
29 articles in this collection
Written by
Jana Debusk
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