QEval New UI User Manual

The Team Review/Dispute feature in QEval allows authorized users to complete the pending review or dispute steps on behalf of another user when the responsible person is unavailable.

This ensures evaluations continue to move through the workflow without delays.

This feature is visible only when the Team Review/Dispute access right is enabled for the user.

1. Understanding the Review Flow in QEval

Below is a simplified, interactive breakdown of how evaluations are reviewed — both in the standard flow and when Team Review/Dispute is enabled.

A. Standard Review / Dispute Flow (Default Process)

This is the usual path, where each assigned user completes their own step.

1. QA Evaluator : Submits the evaluation.
2. Agent : Reviews the scorecard and either accepts or disputes it.
3. Supervisor : If the agent disputes, the supervisor reviews the dispute, supervisor can agree or disagree.
4. QA Supervisor : Provides the final decision.

Every step is performed only by the user it is assigned to — no one acts on someone else’s behalf.

B. When Team Review / Dispute Is Enabled

The Team Review feature adds flexibility to the evaluation process, allowing reviews and disputes to continue even when someone is unavailable.

At the same time, team boundaries and ownership remain fully protected.

Who Can Act on Behalf of Whom?

Key Principle:

Team Review allows flexibility without breaking team boundaries—users can cover for their own team or for other supervisors (not their teams).

Summary (Easy to Understand)

Standard Flow: Everyone completes their own part, no delegation.

Team Review Enabled:

• Supervisors can act on behalf of their agents or complete actions on behalf of another supervisor, but not that supervisor’s agents.
• QA Supervisors can finalize on behalf of another QA Supervisor, but not their team.

Goal: Ensure continuity while maintaining team integrity.

2. Access Requirement

The Team Review feature is available only when the user has the Team Review/Dispute access right enabled.

If the checkbox for Team Review/Dispute is selected in the user’s permission settings, the feature becomes active.

Once enabled, the user can act on behalf of the responsible person whenever needed.

3. How the Feature Works Based on User Role

A. Supervisor – On Behalf of Their Own Agents

Supervisors can complete the Agent Review/Dispute step only for evaluations assigned to their direct agents.

Steps:

• Go to My Universe → My Evaluation

• Open the evaluation pending agent review

• The section Review/Dispute Information appears

• Select Review or Dispute

• Enter comments, electronic signature name, and date

• Click Submit

Used when: the agent is absent, unavailable, or no longer active.

B. Supervisor – On Behalf of Another Supervisor

Supervisors with the appropriate access (Team Review enabled) can complete the Supervisor Review/Dispute step for another supervisor.

How to Access and Take Action

• Navigate to QEval → My Universe → My Disputes.

• All dispute evaluations will be listed:

  • The supervisor’s own disputes

  • Other supervisors’ disputes (only if Team Review is enabled)

  • Use the search and filter options to locate the specific evaluation you need to act on.

• Select the disputed evaluation.

  • If the assigned supervisor has not taken any action yet, the evaluation will be in Disputed status by default.

• In the Evaluation form, the supervisor can choose to Agree or Disagree and provide the required comments.

• Section: Review/Dispute Information

  Within the supervisor dispute status, the supervisor can:

  • Can either Agree or Disagree 

  • Enter Supervisor Dispute Comments

  • Click Submit to record the decision

Used When

This process is used when:

• The assigned supervisor is unavailable, or

• Supervisor dispute actions are pending and need to be completed by another supervisor with access.

C. QA Supervisor – Acting on Behalf of Another QA Supervisor

A QA Supervisor can complete the final dispute decision on behalf of another QA Supervisor only if Team Review access is enabled.

How It Works

When Team Review access is enabled for a QA Supervisor:

• In the QEval Dashboard → My Universe → My Disputes section, the QA Supervisor can see:

  • Their own evaluations requiring action.

  • Evaluations assigned to other QA Supervisors.

To act on another supervisor’s pending dispute:

• Navigate to: QEval Dashboard → My Universe → My Disputes.

• Apply filters as needed (Supervisor Name, Agent Name, Date Range, Open Evaluations, etc.).

• Locate the evaluation you want to review and click the Eye icon to open it.

• The QA Supervisor can now take action on behalf of the other QA Supervisor.

Available Inputs & Actions

Within the evaluation, the QA Supervisor can update the following fields:

• Dispute Status :
  

• QA Supervisor Accept
• QA Supervisor Decline
  

• Evaluator Dispute Comments : (Enter final QA comments)
• Electronic Signature – Name
• Electronic Signature – Date

Actions allowed:

• Accept or Reject disputes
• Add final QA comments
• Complete the electronic signature fields

When This Is Used

This functionality is used when:

• The assigned QA Supervisor is unavailable, or
• Final dispute closure is required and needs to be delegated.

4. Key Benefits

• Ensures evaluation progress even when responsible users are unavailable
• Helps close pending reviews before cycle deadlines
• Supports cross-hierarchy workflow continuity
• Improves SLA adherence
• Full transparency through audit trails

5. Summary Table