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Team Leaders and Quality Analysts
Team Leaders and Quality Analysts
Everything Team Leaders and Quality Analysts need to know on the PlayVox platform
11 articles in this collection
Written by
Ariel Cordiviola
and
Camilo Valencia
Intro Video: Conducting Quality Evaluations
A short instructional video on how to conduct a quality evaluation
Written by
Camilo Valencia
Updated over a week ago
Intro Video: An Overview of Quality, Performance, and Coaching
A short instructional video on dashboards and team leader tools
Written by
Camilo Valencia
Updated over a week ago
Overview for Quality Management
Getting started: Navigating PlayVox
Written by
Camilo Valencia
Updated over a week ago
Team Leader: Conducting Coaching Sessions
Everything you need to know to coach your team members
Written by
Camilo Valencia
Updated over a week ago
Quality Evaluations
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 - Creating a Customer Interaction Evaluation
Now you're ready to evaluate a customer interaction!
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
Creating a Quality Evaluation - Reviewing Your Historical Evaluations
You can view all historical records of evaluations that you've conducted.
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