Quality Assurance at a Glance

Congratulations on your decision to use Playvox for all your Quality Assurance needs! We want to help you make every customer interaction perfect. We know that’s a lofty goal, but we’re here to make it attainable!

You’ll be in good company, too, joining hundreds of other Playvox customers that have already decided to ditch those spreadsheets and google forms to better manage their quality practices.

You’ve chosen Playvox because you want to:

• Engage your workforce in a way that makes sense, to quickly address issues and develop a team of highly-skilled contact center professionals.

• Easily integrate with your CRM and other complementary systems to automate the retrieval and evaluation of priority customer interactions.

• Leverage Playvox value-added features to identify priority issues and correct skills and behaviors

• Deploy a complete quality practice within a few short hours

Like The Jackson 5 say, "It’s Easy as 1-2-3!" to configure your Playvox platform. By the time you’re done, you will have a complete, operational quality practice including customized scorecards and automated selection of customer transactions for evaluation. Each step will be thoroughly covered in the documents linked at the bottom of this page.

First, however, let’s make sure you’ve got the basic requirements needed to get started.

Supported Browsers, Internet Connection, and IP restrictions

Playvox is a web-based SaaS application that runs on a web browser. Users accessing the service should have a stable network connection and Internet access.

Customers using the Internet and/or network restrictions may need to configure access to the services.

There are 3 requirements you must meet to set up Playvox:

1. You must have a modern web explorer with enabled JavaScript (Firefox, Chrome, Edge, Safari, or Opera). We usually recommend using Mozilla Firefox or Google Chrome in their latest versions. Minimum versions that Playvox can work with are Firefox 27, Chrome 22, Opera 14, and Safari 7.

2. A stable internet connection.

3. And enabled access (if having IP domain restrictions).

Navigating the Platform

Now let's go through basic navigation. By now, you should have been provided with a username (typically your email) and temporary passcode. Log into the Playvox platform with those credentials, and you’ll be taken to the main dashboard. Your product set will be presented on the main Navigation bar.

Keep in mind, these products may vary depending on your company’s needs, but you will have access to one or more of the following:

• Quality management

• Coaching

• Community

• Learning

• Performance

• VoC

For each product displayed in the top navigation bar, you’ll see a sub-navigation bar with additional capabilities.

You’ll find the Search function on the right side of the Main Navigation bar. As you start typing a name, the program will suggest matches to provide faster results.

Icon Descriptions

On the upper right side of your Navigation bar, you'll see a set of icons.

We'll chat about these in order from left to right. The gift box is where you’ll find Product Updates on the Playvox platform.

If you click the bullhorn, you’ll be brought to our Announcements page where you can send and receive announcements.

The bell represents Notifications on the Playvox platform. Actions or events generate these notifications automatically and can include things like workload assignments and rewards.

The settings icon is - you guessed it - where you can find Settings for Roles Management, User Management, App Settings, Integrations, Billing, API keys, and much much more!

Clicking the question mark gives you the option to Live Chat with the Playvox support team. It’s also where you’ll find User Documentation. If you have Product Ideas, you may send your suggestions here.

 

Time Filter

Setting the time filter allows you to access information within a specified period of time. This is beneficial when searching for customer interactions, historical quality evaluations, or coaching sessions.

If you’d like to change the default time displayed on the time filter, simply click it to reveal the drop-down menu.

 

You can choose any of the time periods listed or Custom to select a preset custom time period. You can also choose your own date range by clicking on the second field and selecting New Range.

Setting up your profile

Now that you are familiar with the Navigation menu, it’s time to set up your profile. Putting a face to the name, so to speak, helps personalize communication and builds trust within your team. The first thing to do is upload an image that will be used on dashboards and communications within the platform.

Click on the silhouette image in the upper right corner of the navigation bar. Select My profile.

Then click on the upload symbol under the silhouette.

A new screen will appear prompting you to upload an image from your computer.

You’ll then be able to crop your photo. Click Save when finished.

Now let’s take a moment to fill out some personal information. Scroll down the page and click the edit icon.

Here is where you can provide your birthday (make sure your company knows when to celebrate you!), the day you joined the company, personal interests in the about me section, as well as any languages you speak.

 

 

Click the Save icon when finished.

Account Settings

Head on over to your account settings to personalize your time zone, preferred language, notification settings, and to view your concurrent sessions. Click on your newly updated profile picture and scroll down to Account Settings.

A new screen will appear with three tabs: General, Notifications (if your company has deployed the Community App), and Concurrent Sessions. Modify your settings to your liking, then press Save.

Now you’re ready for the Basic Configuration! Remember, it’s as easy as 1-2-3!