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  1. When a dispute is submitted there is no notification via email to the valid parties and sometimes they are missed.

    I think an email should be sent to the Analyst's Team Leader to prevent disputes being missed.

    17 votes

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    Acknowleged  ·  4 comments  ·  Disputes  ·  Admin →
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  2. My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.

    What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.

    I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks

    2 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  3. Disputes: it does not generate reports that would be very important for us, such as a comparison of evaluations sent, contested, accepted and not accepted, both by analyst, agent, team and scorecard, we have to do this manually outside of Playvox.

    1 vote

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  4. We would like to have the feature to add a template for the agents who file a dispute. The best option is when a dispute is started, the template directly appears in the field to leave the arguments. Thanks!

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  5. We would like to have the Closed Date for the disputes that are completed. This could be added on the Dispute details (when you open them) or as a column on the Disputes table.

    2 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  6. Ability to turn Quality Disputes on or off by scorecard, not by role.

    2 votes

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  7. Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.

    8 votes

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  8. Can we have a Dispute functionality enabled for the Evaluate the Analyst workloads? This would help the Analyst to Dispute their evaluation with the evaluator and seek for score change.

    14 votes

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    Acknowleged  ·  2 comments  ·  Disputes  ·  Admin →
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  9. Hello Playvox Team,

    We would like to have a feature request for the overview of disputes.

    Could we also get a filter overview here, where we can also save the filters without always having to reset them.

    We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  10. For Dispute, once the case assigned to an Arbitrator gets closed, we do not have the edit access on playvox to change the decision.
    If we need to make changes after closing Disputes, we have to create a new evaluation with the same information and submit a dispute again.

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  11. Zocdoc is looking for that when the agent opens a dispute and it goes directly to the original evaluator, it can also flag someone else in the team, in this case a manager.

    2 votes

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  12. Scenario: There is a team of agents that are evaluating agents from other teams - performing an analyst task.
    Problem: As they don't have a specific team assigned, they are not able to view disputes related to the evaluations they performed/analyzed.

    Solution: The easiest way would be to have an option in the employee role for view dispute for analysed evaluations.

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  13. Someone else mentioned below regarding the timeframe to start a dispute. I wanted to also include an enhancement regarding how disputes are dated. Currently I'm running into the issue of missing disputes - I'm not sure when they were submitted AND recent disputes are not being shown week over week because they're dated based on the evaluation date and not when the dispute was submitted. This has been an issue with keeping up with disputes and missing them months later. This has metrics impact with updating data from prior months.

    8 votes

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    Acknowleged  ·  2 comments  ·  Disputes  ·  Admin →
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  14. Our quality is heavily soft skill focused, and the Red "Rejected" notice is not ideal. I wonder if a different term could be used instead. Even "Denied" or "No changes warranted" might be less abrasive. Also, maybe a different color than red?

    8 votes

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    Acknowleged  ·  3 comments  ·  Disputes  ·  Admin →
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  15. Allow Disputes to edit the evaluation either up or down - currently can only accept a change and increase the score, but if the dispute is incorrect and the score should be lower, we cannot make that change. This is for when using a score range.

    3 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  16. It would be good if agents can make an appeal or can still comment after a dispute has been resolved.

    There are instances that agents still have concerns or questions after their disputes get resolved but there is no way for them or evaluators to re-open the cases.

    10 votes

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    Acknowleged  ·  2 comments  ·  Disputes  ·  Admin →
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  17. Cannot open a dispute, if there is a 100% evaluation, but quality manager cannot see something, so teamleader re-checked, and open dispute to lower the score.

    2 votes

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  18. Currently, the information from the dispute export is fairly limited. Being able to export data such as which question(s) were disputed would be helpful in seeing trends with agents or evaluators. This way, we can see if it is a specific question that an agent or evaluator may have a misunderstanding of, or if there are other factors that may affect a certain question being disputed more frequently than others.

    9 votes

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  19. Do not reset the filters when revisiting the page. For example in Dispute Reports, when I review the dispute it opens in the same tab. When I go back to the previous page it resets the filter and have to redo them. This behavior is also inconsistent across the platform as some pages do remember filter settings.

    2 votes

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  20. Would like to be able to view the evaluation that came from the dispute within the same tab itself in order to recall the interaction versus having to open another tab and toggle between both.

    10 votes

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