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