“Having thousands of agents disagreeing with QA analysts’ scores can be challenging. However, as their voice is very important, dedicating a role to resolving disputes is key. The arbitrator won’t conduct evaluations but checks where agents thought they were right about how the QA analysts scored them.” Read more about important roles in our blog.
In this article, we’ll cover a few more key tools the Arbitrator has with Playvox on their team.
Categories for Disputes
You may need a fast and easy way to segment disputes. That’s where Dispute Categories come in! Perhaps you’d like to separate them based on region, or maybe you’d like to filter which section of the evaluation the dispute came from. We’ll show you how to add, edit, and search for categories within disputes.
Go to Settings > Quality
2. Click on the Disputes tab.
3. Click New to create a category.
Note: At least one category must be added in order to add categories inside disputes and filter in the dispute's list view.
4. Name your category and add a short description. Then click Save.
5. After creating categories, you may search for them by typing into the search bar.
You may also edit or delete them by clicking the Actions button.
Using Categories in Disputes
The arbitrator can add one or more categories to a specific dispute at any time. The categories will then appear in the dispute's header. Here’s how:
Go to Quality > Disputes
2. Choose which dispute you’d like to add a category to. Click the magnifying glass
on the right side column of your chosen dispute to Review.
3. You will be brought to the Dispute Summary. Click on the Categories field to
select your category.
Note: You may add one or several categories depending on your company’s needs.
All changes will be automatically saved.
Open disputes for other users
Administrators can give any Playvox user the ability to open a dispute for another user.
Go to Settings > Roles Management.
2. Click Quality in the access column, next to the user role you’d like to edit.
3. Scroll down to the Quality Disputes Permissions section.
4. Select View team’s and own disputes from the View disputes menu.
5. Select Allow to create team’s and own disputes from the Create disputes menu.
6. Click Save.
The designated user role can now open a dispute for any member of their team. If an agent views an evaluation in which another person has started a dispute, they will see the following message:
The agent (in this case, Santa Cruz) can click View Dispute to view the dispute that has been started by another person (in this case, Boss Boss).
Limit timeframe to start a dispute
By default, an agent can open a dispute at any time. However, you have the option to limit the number of days an agent has to open a dispute.
To do this:
Go to Settings > Quality.
Click the Disputes tab.
Click to select the Enable a time from to start a Dispute process checkbox.
Enter the number of days a user has to start a dispute.
Note: After the chosen number of days, the Start Dispute button within the evaluation will be disabled.
Great work! With these tools and skills, you’ll be resolving disputes fairly and harmoniously in no time! Check out these other articles if you’d like to read more about Disputes: