100% Evaluation
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
Liza
shared this idea
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Ian Evans
commented
If the Analyst makes a mistake in grading a session, and gives the agent a 100%, it would be nice if the dispute process could also be used to make an update. Having to delete an evaluation, and re-create it correctly, is not ideal. Used for tracking a leniency metric on quality assurance.