Viewing Disputes

Users with the appropriate permissions can view the Dispute (as well as any other Disputes filed by Agents).

  1. Go to Quality > Disputes.

2. From here, you can filter for disputes using the following criteria:

  • The Scorecard used for the Evaluation

  • The Team on which the Agent is assigned

  • The Agent involved in the Interaction (Submitted by)

  • The Analyst who provided the initial Evaluation

  • The Arbitrator who reviews (or will review) the Dispute

  • The Status of the Dispute

  • The Date of Dispute

To view a Dispute in detail:

  1. Find the disputed Evaluation and click on the Evaluation number to open up the record.

2. Scroll to the bottom of the Evaluation. You’ll see a status message that either says

“This evaluation has a dispute solved” or “NOT SIGNED: This evaluation has a

dispute in progress”.

3. Click View dispute to open and view the Dispute.

Note: This view only includes questions that have been disputed by the agent. Playvox displays the questions, as well as any information provided by the Agent, on a single page.

Assigning an Arbitrator to Disputes

Disputes are handled by the assigned Arbitrator. As an arbitrator, you can choose to automatically assign the dispute to the Analyst who originally handled the Evaluation, or you can choose to manually assign an Arbitrator. Those with the appropriate permissions in Playvox can assign an arbitrator to a Dispute by doing the following:

  1. Go to Quality > Disputes

2. Find the disputed Evaluation. Click on the Assign icon located to the right.

3. Start typing the name of the person you’d like to be the new Arbitrator.

4. Once you find the user and click on their name, Playvox will automatically assign

that person as the Arbitrator of that particular Dispute.

Handling Disputes

Remember: Playvox only allows the user who is assigned as the Arbitrator to handle the Dispute.

The Arbitrator can find and open the dispute by following these steps (you’ll notice the beginning of this process is very similar to “View Disputes”):

  1. Go to Quality > Disputes

  2. Find the disputed Evaluation and click on the Evaluation number to open up the record.

3. Scroll to the bottom of the Evaluation. You’ll see a status message that either says

“This evaluation has a dispute solved” or “NOT SIGNED: This evaluation has a

dispute in progress”. Click View dispute to open the dispute and begin a

resolution.

Remember: The Arbitrator can only view questions that have been disputed; the questions that have not been disputed by the Agent do not appear in this area.

When selecting a disputed question, the following is shown:

  • A link to the initial Evaluation

  • The supporting information provided by the Agent when making the Dispute

  • An area for the Arbitrator to respond with comments, video clips, audio files, or file uploads

4. Review the disputed question and respond in one of two ways:

  • Reject the dispute - if the Arbitrator does not agree with the Agent, they can choose to Reject. The Evaluation does not change.

  • Accept the dispute - if the Arbitrator finds that the Agent is correct and the Evaluation is inaccurate, they can click Accept argument. Playvox will show the Arbitrator the acceptable options they can choose from when changing the Evaluation (and therefore the assigned score).

Important: The Arbitrator cannot lower the score for an agent, they can only improve it.

Also, keep in mind:

  • Regardless of the option that the Arbitrator selects, they must provide a reason for the selection.

  • If there are multiple questions for which the Arbitrator must review, they can use the navigation pane to move between questions, or they can use the Previous and Next buttons located below individual questions.

  • When the Arbitrator has responded to all disputed questions, the Send answer button at the bottom of the screen becomes active.

5. Provide a reason for your decision, and click either Accept argument or Reject.

6. If rejected, that question on the dispute will be resolved and you can move on to

the next question. You will see the following banner at the top of the page.

or click Preview Dispute to proceed.

7. If accepted, a popup will appear where you can select the revised answer. Click

Save.

Note: If an N/A option is available for a question in the scorecard, the Arbitrator may choose this option when resolving the dispute. This would occur if they feel the disputed question does not apply to the overall score of the evaluation.

8. You may edit your responses any time before sending the dispute by clicking the

Edit button.

9. Click Preview dispute to proceed.

From here, you’ll be able to Send dispute or go Back to Review.

You’ll see confirmation that this was successful and will be redirected back to the Disputes page.

Great work! Want to read more about disputes? Check these out:

Dispute Resolution Process for Agents and Analysts

Dispute Management

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