Admins, account managers, workspace reviewers, managers, leads, and agents can dispute reviews.
Agents may sometimes disagree with a received review and dispute the evaluation to request a second opinion.
This article contains the following sections:
- Starting a dispute
- Disputing as a reviewee
- Resolving a dispute
- Disputes dashboard
- Legacy Starter plan
Starting a dispute
Reviewees have the option to initiate a dispute on a received review or on the reviewee's choice.
Disputing as a reviewee
As a reviewee, if you disagree with the rating scores you received, you can propose a new rating for a category (optional) or provide a comment for the reviewer (mandatory when initiating a dispute). The dispute can be directed to the original reviewer or escalated to another person (such as a workspace manager or lead).
The selection of the reviewee can also be contested, allowing the agent to suggest another user to whom the received rating should have been attributed.
Resolving a dispute
Reviewers have the option to accept, reject, or partially accept disputes (when they agree with only some of the contested rating categories).
If the dispute is rejected, the categories cannot be changed further, and the only recourse is to open a new dispute for the same review.
Workspace managers, leads, account managers, or admins can also create disputes.
Notifications are sent to both the dispute creator and the resolver.
The list of Disputes is displayed in the Activity view.
Disputes dashboard
The Disputes dashboard displays the following statistics about the disputes:
- Disputes over time: Displays the ratio of accepted to rejected disputes created during the selected time period by your selected users.
- Disputes by category: Displays disputed categories and the ratio of accepted to rejected disputes created during the selected time period by your selected users.
- Disputers: Identifies the users who are engaging in disputes most frequently. The table includes relevant details about received reviews, the number of reviews seen, disputes initiated by the user, and the status of those disputes (rejected, accepted, or still open).
- Disputed reviewers: Highlights the users whose reviews are most frequently disputed. The table includes essential details about completed reviews, the number of those that were seen by the reviewee, and the status of the disputes (rejected, accepted, or still open).
Legacy Starter plan
For customers on the legacy Starter plan, the dispute process can be done in two ways:
- @mentioning the person in charge of disputes: The most effective method to draw attention to a conversation is by tagging the individual in charge of disputes in a comment. Agents can @mention their own lead or another person, triggering a notification for prompt action.
- Use a pre-defined comment hashtag, e.g., #dispute: Use your dashboard to filter conversations based on hashtags used within comments. By establishing a shared hashtag for disputes, you can prioritize reviewing these conversations regularly, and effectively manage them within your workflow.