The Dispute Process Modification enhancement introduces parameter-level dispute handling in QEval, allowing disputes to be raised, reviewed, and resolved for specific questions instead of the entire evaluation at once. When Question Based Dispute Enabled is turned on for an active evaluation form, Agents can dispute individual parameters, while Supervisors and QA Supervisors can review and act only on the relevant disputed questions.
This enhancement gives reviewers greater control over the dispute process, supports partial agreement and partial acceptance, improves dispute visibility on the evaluation screen, enhances Dispute Summary Report tracking, and simplifies routing for supervisor-initiated disputes. Overall, it makes dispute resolution more accurate, transparent, and efficient.
Before You Begin
Ensure that Question Based Dispute Enabled is turned on in the active evaluation form.
Once enabled, disputes can be raised and processed at the parameter level.
How the Process Works
1. Agent Raises a Dispute
When an Agent raises a dispute on an evaluation where Question Based Dispute is enabled, the dispute is recorded at the individual parameter level rather than for the entire evaluation as a whole. This allows Agents to dispute specific parameters independently.
2. Supervisor Reviews the Dispute
After the Agent submits the dispute, the Supervisor can review each disputed parameter individually.
The Supervisor can:
- Select Supervisor Agree or Supervisor Disagree
- Use checkboxes to select the specific disputed parameters to move forward when agreeing
- Add dispute comments before submission
If the Supervisor chooses to agree, only the selected disputed parameters are forwarded to the QA Supervisor for the next level of review.
If the Supervisor disagrees, the disputed parameters are not forwarded further.
3. QA Supervisor Reviews Forwarded Parameters
The QA Supervisor can review only those disputed parameters that were agreed to or partially agreed to by the Supervisor.
The QA Supervisor can then take action on those forwarded parameters individually.
Available actions include:
- QA Supervisor Accept
- QA Supervisor Decline
If only some forwarded parameters are accepted, the dispute is treated as partially accepted.
Partial Agreement and Partial Acceptance
This enhancement supports partial dispute resolution at different review levels.
- If the Supervisor agrees with only some disputed parameters, the dispute is marked as partially agreed
- If the QA Supervisor accepts only some of the forwarded parameters, the dispute is marked as partially accepted
This helps ensure that only valid disputed parameters are approved, while the remaining ones can still be declined.
Evaluation Screen Visibility
The Evaluation Disputes section now gives clearer visibility into dispute progression across each review level.
Users can view:
- Agent – Number of disputes raised
- Supervisor – Number of disputes agreed or partially agreed
- QA Supervisor – Number of disputes accepted or partially accepted
This provides a quick and clear snapshot of how the dispute has progressed through the workflow.
Supervisor-Initiated Dispute Flow
A simplified dispute workflow is available when a Supervisor raises a dispute on behalf of an Agent.
In this case, the system automatically:
- Marks the dispute as Supervisor Agreed
- Skips the Supervisor approval layer
- Routes the dispute directly to the QA Supervisor
This avoids redundant approval by the same role and keeps the review flow streamlined while maintaining the hierarchy.
Benefits of Dispute Process Modifiation
- Improves dispute accuracy through question-level review
- Increases transparency across multi-level dispute handling
- Supports partial dispute resolution for greater flexibility
- Reduces unnecessary manual review effort
- Provides clearer visibility into dispute status and progression
Summary
The Dispute Process Modification enhancement makes dispute handling in QEval more structured, flexible, and transparent. By enabling parameter-level dispute review, it allows only the relevant disputed questions to move through the approval workflow, supports partial acceptance, and improves overall dispute tracking for quality teams.
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