Team Leaders and Quality Analysts

Everything Team Leaders and Quality Analysts need to know on the PlayVox platform

Ariel Cordiviola avatar Camilo Valencia avatar
11 articles in this collection
Written by Ariel Cordiviola and Camilo Valencia
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.
Ariel Cordiviola avatar
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.
Camilo Valencia avatar
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!
Camilo Valencia avatar
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.
Camilo Valencia avatar
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.
Camilo Valencia avatar
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.
Camilo Valencia avatar
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.
Camilo Valencia avatar
Written by Camilo Valencia
Updated over a week ago