25 results found
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Rejected Dispute Reasons
Can we include rejection reasons when denying a dispute? This can help leadership identify trends for why analysts are rejecting disputes. For example, if a support specialist does not include documentation in their dispute the QA team will auto-deny those disputes. We do not have a way to know how many disputes were auto-denied without manually visiting each audit to figure this information out.
1 vote -
Ability to dispute the feedback options selected in the audit
We can currently dispute scores, which is great, but we rely heavily on the Feedback Options for our reporting to understand what went wrong.
We also report on this level of error per advisor in many markets, and this means we get disputes that don't necessarily impact the score, but impact the feedback options selected.
Currently we can't accept a dispute to change only the feedback options, we have to change the score.
So this means we currently 'reject' the dispute - which is misleading, and then manually edit the original audit so the reporting data is correct.
Ideally we…
9 votes -
Share dispute results with the analyst when a dispute is accepted
As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.
The method by which the results are shared could be:
- An email
- A coaching session that is triggered by an automatically accepted dispute
- A coaching session associated with the dispute that is created manuallyIf you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with…
5 votes -
Disputes: N/A option in the dispute validity in addition to accept and reject
Have a N/A option in the dispute validity in addition to accept and reject. This option should apply when the dispute had to be nullified since it was a gray area and the dispute wasn't valid for either of the stakeholders involved.
2 votes -
Disputes: it does not generate general reports
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 -
Evaluate the Analyst Dispute feature
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.
25 votes -
Feature to add dispute templates
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 -
Dispute Closed Date
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 -
Turn Disputes on by Platform
Ability to turn Quality Disputes on or off by scorecard, not by role.
2 votes -
Hello Playvox Team, We would like to have a feature request for the overview of disputes. Could we also get a filter overview here, wher
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 -
Edit Button on Playvox for closed Disputes
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.2 votes -
Disputes - In addition to the Analyst, the Manager can be flagged.
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 -
Permission option - ability to view disputes for anlyzed evaluations
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 -
Use different term than "Rejected"
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?
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.
13 votes -
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 -
dispute
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 -
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.
12 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.
12 votes -
Dispute chat
It would be nice to directly chat with the agent from the Dispute tab. In our company the Disputes are solved by a 3rd party and not the initial analyst. That's why communication between the 3rd party and the agent would be amazing.
2 votes
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