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Announcing PlayVox - August '15 Release - New Coaching forms, Goal settings and more

Announcing PlayVox - August '15 Release - New Coaching forms, Goal settings and more

[fa icon="calendar"] Aug 31, 2015 12:02:00 PM / by Oscar Giraldo

Oscar Giraldo


august-release

 Check what's new in PlayVox
1. Coaching Enhancements:

New Coaching Types.

Ability to Coach Against Performance KPIs, Quality Results, or general skills and behaviors. The new coaching form allows team leaders and managers to select from one of three types of coaching forms. Each form is tailored to the requirements. Performance KPIs for an associated campaign are displayed on the performance coaching form, quality score factors are presented on the quality coaching form, and areas for improvement are provided for skills and behaviors.

 

coaching-type

2. Performance Dashboard Enhancements:
We’ve added a fourth level or color to the KPI goals. Blue is now for Top Achievers. Those who have over achieved or excelled against goal. You still have the green, yellow, and red level designations in the dashboard. 
new-agent-dashboard

Ability to configure the settings or thresholds for the multicolored KPI goal bar. Administrators can now customize the per cent ranges for each color (blue, green, yellow, red) in the goal bar by campaign. This is done within the Manage Campaign tab. It will be visible in performance dashboards for agents, team leaders, and administrators.
Screen_Shot_2015-08-31_at_2.18.28_PM
Ability to configure the labels for blue, green, yellow, red levels for the KPI goal bar. Default settings are Excelled for blue, Achieved for green, Missed for yellow, Failed for red. But you decide. What works for your culture and interests.
performance-settings
Ability to configure the settings or thresholds for the multicolored bar for number of goals achieved out of total KPI goals. You can now configure settings for the green, yellow, red levels for number of goals met. Administrators have access to configure these settings within the Manage Campaign tab. It will be visible in the performance dashboard for agents, team leaders, and administrators.
Screen_Shot_2015-08-31_at_2.17.13_PM
 
Stay tuned for our September release!
Oscar Giraldo

Written by Oscar Giraldo

Founder & CEO of PlayVox - Entrepreneur on a mission to make call centers better places to work.

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