Playvox Quality
Scorecards, Workloads, Evaluations, Disputes, Calibrations, and Reports
27 articles in this collection
Written by Ariel Cordiviola, Camilo Valencia, and Jana Debusk
Written by Ariel Cordiviola, Camilo Valencia, and Jana Debusk
Scorecards
Understanding Scorecards
What are scorecards and why are they important to Playvox’s Quality Assurance?
Written by Jana Debusk
Updated this week
Updated this week
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 this week
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 this week
Updated this week
Managing Scorecards
Learn about Feedback options, bonus sections, cloning and more!
Written by Jana Debusk
Updated this week
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 this week
Updated this week
Scorecard Bonus Sections
Allow evaluators to assign additional points over and above 100 in the scorecards.
Written by Jana Debusk
Updated this week
Updated this week
Scorecard Groups
Create and Assign Question Groups
Written by Jana Debusk
Updated this week
Updated this week
Highlights Feature
How to Use, Add and Review Highlights
Written by Jana Debusk
Updated this week
Updated this week
Best Practices: Creating Scorecards
Tried and true methods to get the most out of your Scorecards.
Written by Jana Debusk
Updated this week
Updated this week
Workloads
Understanding Workloads
What are Workloads, and why are they important to your Quality Assurance?
Written by Jana Debusk
Updated this week
Updated this week
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 this week
Updated this week
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 this week
Updated this week
Reassign Workloads
Reassign Pending Workloads to Improve Completion Rates
Written by Jana Debusk
Updated this week
Updated this week
Skipping Properties
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 this week
Updated this week
Workloads Reports
View detailed reports on workload completion, organized by analyst
Written by Jana Debusk
Updated this week
Updated this week
Evaluations
Completing a Quality Evaluation
Evaluate customer interactions with Single or Multi-evaluator functions
Written by Jana Debusk
Updated this week
Updated this week
Reviewing and Exporting Evaluations
Search, Review, and Export Quality Evaluations
Written by Jana Debusk
Updated this week
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 this week
Updated this week
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 this week
Updated this week
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 this week
Updated this week
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 this week
Updated this week
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
Updated this week
Handling Disputes
Viewing Disputes, Handling Disputes, and Assigning Arbitrators
Written by Jana Debusk
Updated this week
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
Updated this week