Disputing a review

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

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Disputing a review allows you to address disagreements or clarify misunderstandings by requesting a reassessment or providing additional context. You can start a dispute if you disagree with a review's content or if the wrong person was reviewed. Include a comment and, if needed, propose new scores. Send the dispute to the original reviewer or escalate it to another team member.

Disputes are a way to register disagreement with a review. They help ensure fairness and accuracy by giving agents the opportunity to address concerns or clarify misunderstandings.

Disputing a review can prompt a reassessment or provide additional context for the evaluation. The dispute can be sent back to the reviewer or escalated to someone else.

This article contains the following topics:

• Starting review disputes
• Starting wrong reviewee disputes

Related article:

• Accessing and viewing the disputes dashboard

Starting review disputes

If you disagree with the content of a review, you can open a dispute to request a second opinion or further clarification. Including a comment is mandatory, but you can also propose new scores for specific categories. When submitting a dispute, you can choose whether to send the dispute back to the original reviewer or escalate it to someone else. There is no limit to the number of disputes for a review.

Reviewers and agents can start disputes on their own reviews. Admins, account managers, workspace managers, and leads can start disputes on any review.

To start a dispute

1. In Quality Assurance, click Activity in the sidebar.
2. (Optional) Click the Toggle sidebar icon () to display the side menu.
3. Under Received, click Reviews.
4. Click the row with the review you want to dispute.

   This opens the review under Feedback.

5. Under Feedback, click the options menu () next to the review and select Dispute review.

   

6. Complete the dispute feedback form with the following information:
   • Next to Send dispute to, select a team member.

     This could be the original reviewer or you can escalate the review to another user.

   • (Optional) Under Select new fair scores, select the scores you think are more fair.
   • In the text box, enter a comment explaining why you're disputing the review.

     

7. Click Submit.

   Both you and the dispute recipient receive notifications.

Starting wrong reviewee disputes

Disputing the recipient of the review has a slightly different process from disputing the review itself. Initiating this kind of dispute suggests another user should be the reviewee.

To dispute a wrong reviewee

1. In Quality Assurance, click Activity in the sidebar.
2. (Optional) Click the Toggle sidebar icon () to display the side menu.
3. Under Received, click Reviews to access received reviews.
4. Click the conversation with the review you want to dispute.
5. Under Feedback, click the options menu () next to the review you want to dispute, then select Dispute review.

   

6. Complete the wrong reviewee form with the following information:
   • Next to Send dispute to, select a team member to send the dispute to. This could be the original reviewer or another user.
   • Enter a comment explaining why this review was for the wrong team member.

     

7. Click Submit.

   Both you and the dispute recipient receive notifications.