DSAT Workflow

Playvox

1. 1. Go to Playvox

2. 2. Click on Quality

   

3. 3. Click on Interactions

   

4. 4. Open Intercom, and click on Reports

   

5. 5. Click on the date bounds - set them to the relevant dates you're looking at

   

6. 6. Click on Apply

   

7. 7. Click on Customer support

   

8. 8. Click on Customer satisfaction

   

9. 9. Click on All ratings

   

10. 10. Select the DSAT you're assigned for the week (1=Terrible, 2=Poor, 3=Ok)

    

11. 11. Click on each Conversation

    

12. 12. Copy the string of numbers at the end of the URL (this is the conversation ID!) Keep the conversation open for context

    

13. 13. Go back to the Playvox interactions tab, and select the custom filter "Quick Search"

14. 14. Paste the conversation ID into input

    

15. 15. Check who the DSAT was assigned to in Intercom

    

16. 16. Click on Evaluate

    

17. 17. Set User to Mixtiles Dsat Dummy

    

Intercom

1. 18. Set Team to that which contains the person who received the DSAT's

   

2. 19. Click on Evaluate

   

Playvox

1. 20. Fill out all aspects of the scorecard until the Expected Follow Up Date.

   The expected follow up date should be the next full workday after you've submitted. Ex. you filled it out on Monday, the expected follow up is by EOD Tuesday. If you filled it out on Friday, the expected follow up is by EOD Monday. Please consider that not all TLs work Monday-Friday.

   

2. 21. Click on Select Users to Notify

   

3. 22. Uncheck Agent (Mixtiles Dsat Dummy)