If an Agent thinks that the scores assigned and feedback provided by the QA Analyst isn’t accurate or appropriate upon reviewing the results of the Evaluation, they can Dispute the results. Then, a QA Analyst (or other designated personnel) will review the Dispute and attempt to resolve it. The QA Analyst can reject the Dispute, or they can accept the Dispute and update the Agent’s score.

The following sections detail what the Dispute Resolution process looks like from both the Agent’s and the QA Analyst’s perspectives.

Agents: How to File a Dispute

After an Evaluator fills out and submits an Evaluation, the Agent will receive notification (upon logging in to Playvox) that the Evaluation is ready for review.

The Agent can access the Evaluation by clicking on the notification. The Agent can then review the Evaluation in its entirety, including the scores assigned and feedback provided.

The Agent can add comments to the Evaluation and sign and accept the feedback. However, if the Agent thinks that the scores assigned and feedback provided isn’t appropriate or accurate, they may instead dispute the Evaluation.

To do so, the Agent should scroll to the bottom of the Evaluation to the panel that says.

IMPORTANT: Check here to acknowledge receipt of this quality scorecard. If you disagree with the results you can start a dispute and click Start dispute.

This opens up the Disputes page, where the Agent may respond to individual sections of the Evaluation.

The Agent can dispute any question for which they did not receive the maximum number of points allowed. The near left-hand column presents the list of questions on the Evaluation, with a ❌ to indicate that the Evaluator left negative feedback. The Agent can use this area to navigate between questions.

For each question that the Agent wishes to dispute, there’s an input window where they can:

  • Provide a written response

  • Attach an image, an audio clip, or a video clip

  • Upload and attach a file

These materials provide supporting evidence for the Agent’s dispute of the feedback provided.

Whenever the Agent provides additional details for a specific question, a comment icon 💬 appears to indicate to the Arbitrator reviewing the Dispute that there is additional material to review.

At any time, the Agent may choose to Discard any changes they have made.

When the Agent is finished providing information, they can click Continue on the banner at the top of the page to view all of their responses on a single page.

The banner then changes, and if the Agent does not need to make any additional changes to the Dispute, they can submit their responses by clicking Send Dispute.

At this point, the Dispute will be ready for the Arbitrator to review. The Agent can view their Disputes at any time by using the top navigation bar and going to Quality > Disputes.

Administrators/Analysts: How to View and Resolve Disputes

Once an Agent has filed a dispute, those with the appropriate permissions can view the Dispute (as well as any other Disputes filed by Agents) by going to Quality > Disputes.

Automatically Send a Dispute to the Analyst

If you are an Administrator, you can choose to automatically send the Dispute to the Evaluator who provided the Evaluation initially. Otherwise, the Dispute will remain unassigned and can be reviewed and worked on by anyone with the appropriate Disputes Resolution permissions. The person who works on and resolves a Dispute is referred to as the Arbitrator.

If you would like to automatically send the Dispute to the Evaluator who provided the Evaluation initially:

  1. In the top right-hand corner of your Playvox Dashboard, click on the Settings ⚙ icon. When you do this, a drop-down menu appears. Click Quality.

  2. Scroll down to Disputes.

  3. Make sure that the checkbox next to Send dispute automatically to the interaction's analyst is checked.

Next, Dispute Resolution Process: Viewing, Assigning Arbitrators, & Handling Disputes.

Last Updated: 06/06/2019

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