When a dispute is submitted an email should be sent to the supervisor/team leader or others that have permissions.
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.
Melanie Fisher
shared this idea
Hey!
I'm excited to announce that this feature has been completed and released!
If the "Notify leam leader when a dispute is submitted" option is enabled within the Playvox settings, the agent's team leader will receive both, a Playvox notification and an email informing them about this action.
Please let me know your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Shane Ross
commented
If this is implemented, I would like an option to turn it on or off. As a large company, we do thousands of assessments a week, and if even 1% of those get disputes, we would be bombarded with unnecessary emails.
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Yucel Kayabasi
commented
Currently, only the arbitrator get's a notification when a dispute is assigned to them.
A notification still needs to be sent to predetermined Analysts when a dispute drops.
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Laura Mosca
commented
On top of this, it's important that the agent's Team Leader is also notified when a dispute is lodged.
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AdminLucho Molina
(Admin, Playvox)
commented
My company is trying out Disputes for the first time and I noticed that as a super admin, I'm not alerted when disputes are started. It would be great to have a feature where I'm alerted given we don't have the auto assignment of analysts turned on and it's manual assignment of the case owner's manager as part of our process. Would also be cool if there was a way to auto assign the case owner's manager using the Case Info tab from Salesforce - that would help with the extra step of assigning the manager to review. My hope is that these features would help with efficiency and making sure that disputes are reviewed in a timely manner/none get missed!