Workforce Support Team | Workforce Support Team |
SOP-DE-WFS Agent PlayVox documentation - Workforce One | Number of Reviews: 1 |
Approvers: Luna | Date of Review: 23/07/2024 |
INTRODUCTION
This SOP explains how to track how you improve and your focus areas.
Setting up your PlayVox account
⚙ These are the steps you need to take to complete your Playvox account setup!
You will receive an invitation to create your account from playvox to your work email. The email should look something like this:
You will then be asked to log in using your email as your username and to create your own password → If a password is required please contact your TL or QA and they will provide you with a temporary password
Once you are in Playvox please click on your profile in the right top corner and go to the section: “My profile”.
**Now you should be good to go!** 🎉
Track your progress in PlayVox
💡 Playvox lets you see and track your performance easily and it will notify you once you have new reviews!
When you open your Playvox this should be the default starter page:
💡 Here you can find an overview of your performance and a summary of all your evaluations
The information displayed is:
Total number of evaluations made of your tickets
Your overall/average QA performance score (written out in percentage)
Total errors counted from all the evaluations
Signed ticket - This shows how many of the tickets you have reviewed and signed yourself
📢 If you scroll down on the same page you will be given the same statistics in a chart form where you will be able to look at the performance of your team.
📢 If you scroll further down you will be able to look at your individual evaluations and see your exact scores as well as read the comments made to your ticket by the analyst who evaluated that ticket
Click on View details or on the Scorecard (anything marked in green) to see the evaluations in more detail, question by question
What if I disagree with the answers given in my evaluation?
💡 If you disagree with the decision made by the reviewer make sure to let us know by leaving a comment in your review 💬
If you disagree with an answer to one of the questions and you believe the answer should be changed in your favor; add a comment
Make sure to add why you disagree and documentation (if any) of why the decision should have been reversed
The analyst will receive a notification that you left a comment, review it, and change the answer if they agree with your point. If not, they will reply with a comment about why they cannot make the change.
Sign your ticket evaluations 🖋️
💡 You should always sign your evaluations, so your lead and QA can see that you saw and reviewed your evaluations
When you receive a notification that you have new evaluations, make sure to go in and check your results.
Review in particular questions that were answered with “No”
All questions answered with a “no” will have a comment written by the reviewer. This is to make sure you have a clear understanding of how you can improve to be scored with a “yes” in the future.
Make sure to correct any mistakes made such as; contact reason, adding details to a sheet, etc.
If you disagree with an answer given by the reviewer, make sure to leave a comment. Read more under “What if I disagree with the answers given in my evaluation”
Once you have reviewed the ticket evaluation and if you agree with the answers given, sign the evaluation 🔏
How to sign evaluations:
Scroll to the bottom of your review
Check mark the 🔲 - See below
Feedback talks
How do I prepare for my feedback talk?
💡 On Playvox you will be able to see your scores and evaluations prior to having your feedback talks. We, therefore, ask you to make sure you have looked at your evaluation before entering your feedback talk to be able to prepare questions and also to better follow along on the reviewing of the evaluations
What can you expect from the feedback talk?
💡 The goal of feedback talks is to give you a better overview of your performance as well as get clear direction on how to improve your scores and work evaluation.
You will be given general improvement points set up as monthly goals. These points will act as focal points for you to work on for the next round of QA and you will review your progress on these points in particular together with your TL in your next feedback session. Your overall progress will also be included.
What does the setup for the feedback talk look like?
💡 All QA feedback talks are handled by your Team Lead.
Each feedback review should include an overview of your last month's work and performance.
If you are not reaching the collective WFS QA goals there will be time allocated to go over some more specific tickets. Here you are allowed to comment on the evaluations and ask for more information on your scores.
Additionally, each feedback talk should end with the agent getting monthly improvement/focus points which you should work on for the next QA round and your respective feedback talks.