If an Agent thinks that the scores assigned and feedback provided by the QA Evaluator 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.
Note: In our system, “Evaluated By” refers to the QA analyst that performs the evaluation. This is to clarify the workflow and keep consistency.
Agents: How to File a Dispute
After an Evaluator fills out and submits anEvaluation, 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. They can then review the Evaluation in its entirety, including the scores assigned and feedback provided.
They can add comments to the Evaluation as well as 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.
If this is the case, 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.
Note: Depending on your settings, a date will be associated with this note (e.g. until September 25, 2021).
They can click on Start Dispute to open the Disputes page. From here, 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 left-hand column uses an ❌ to indicate questions that received 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 changes they have made.
When the Agent is finished providing information, they can click Preview Dispute on the bottom right of the page to view all of their responses on a single page.
A summary page will open where they can then go back to review or send dispute.
The Dispute is now 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, follow these steps:
Go to Settings > Quality.
2. Scroll down to Disputes.
3. Make sure that the checkbox next to Send dispute automatically to the
interaction's analyst is checked.
Go you! You can now use Playvox to further encourage an open and equitable workplace!
Check out these articles to learn more about Disputes: