27 results found
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Mandatory Dispute Categories
An option to enable Mandatory Dispute Categories
3 votes -
Advanced Dispute Reporting
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 -
Level 2 Dispute
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 -
Show Evaluation info inside Dispute
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.
11 votes -
Connect Coaching to Disputes
To be able to do a coaching session on specific disputes while in the dispute process. This will allow the arbitrator or admin to be able to discuss more quickly the specific issue or dispute that occurred.
8 votes -
Dispute add time frame for arbitrator to review
Set a rule for arbitrators to have an specific amount of days to review an open dispute
13 votes -
Disputes report
Disputes - Report on Trends
On Disputes report, show Original and New Score
In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a…8 votes
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