Settings and activity
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9 votes
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Helga Martinez
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9 votesHelga Martinez
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3 votesHelga Martinez
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How disputes should be used:
The function should be used for disputes as well as for clarification requests and general questions regarding a certain question or section in an evaluation.
The agent can create a dispute without choosing any specific topic (dispute, clarification, general question). After a dispute is received, the evaluator can then change it to a clarification request, if applicable.
Problem:
Employees are a bit scared to use the feature as they assume it is only for pure disputes. They don't open a dispute for unclear cases (clarification) because they think it would be too big of a deal, even tho the function should be used for all the cases stated above.
Solution ideas:
1. Rename of the function (e.g., Clarification needed, review case, recheck etc.)
2. Give agents the option to choose between dispute and clarification request beforehand