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 Verifier : Submits the evaluation.
2. Agent : The agent evaluates the scorecard and selects one of two actions: Review or Dispute.
3. Supervisor : If the agent disputes, the supervisor reviews the dispute, supervisor can agree or disagree.
4. QA Supervisor : The QA Supervisor provides the final decision only if the Supervisor agrees.

The flow works as follows: QA Verifier evaluates the call, the Agent reviews or disputes it, the Supervisor agrees or disagrees on the dispute, and if agreed, the QA Supervisor provides the final decision.

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.

• QA Managers can act on behalf of any QA Supervisor, but not on behalf of any Supervisors or Agents.

• Admins can step in to complete actions on behalf of any Agent, Supervisor, or QA Supervisor when the responsible user in the review flow is unavailable.

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

This section explains how the Team Review feature functions for each user role and outlines who can act on behalf of whom within the review workflow. Below is a breakdown of how the feature works for each 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

Available Inputs & Actions

• 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.

Available Inputs & Actions

• 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 or 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.

D. QA Manager – Acting on Behalf of other QA Supervisor

A QA Manager can take final dispute action on behalf of any QA Supervisor when Team Review access is enabled for him and if assigned QA Supervisor is unavailable.

How It Works

With Team Review access enabled:

• In QEval Dashboard → My Universe → My Disputes

• The QA Manager will see:

  • All evaluations requiring action from any QA Supervisor.

  • Evaluations pending because a QA Supervisor is unavailable.

• To act on behalf of a QA Supervisor:

  1. Navigate to QEval Dashboard → My Universe → My Disputes.

  2. To locate a specific dispute, click Search Disputes, apply the necessary filters (Supervisor Name, Agent Name, Date Range, Open Evaluations, etc.), and click Submit. The filtered list of disputes will then be displayed.

  3. Locate the evaluation to be reviewed and click the Eye icon to open it.

The QA Manager can now review and finalize the dispute decision on behalf of the unavailable QA Supervisor as shown below.

Available Inputs & Actions

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

• Dispute Status : QA Supervisor Accept or QA Supervisor Decline
• Evaluator Dispute Comments : (Enter final QA comments)
• Electronic Signature – Name
• Electronic Signature – Date

Actions allowed:

• Agree or Disagree 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.

E. Admin – Acting on Behalf of any Agent, Supervisor or QA Supervisor

Admins have the highest level of access in the review workflow and can step in to complete pending review or dispute actions when the responsible user is unavailable. This ensures evaluations are not delayed and the review cycle continues smoothly.

1. Admin acting on behalf of any Agent

How It Works

With Team Review access enabled, Admins can complete Agent Review or Dispute actions for evaluations that are pending agent response.

Steps

• Log in to QEval using the Admin role

• Navigate to:
  Main Menu → My Universe → My Evaluation

• Use the Search My Evaluation option to locate the evaluation:

  • Search by Evaluation ID, or

  • Apply relevant filters (Client name, Date Range, Session ID, Status, etc.)

• Once the evaluation appears, click the Evaluation ID dropdown and select View (as shown on screen below)

• The Call Details page and Evaluation Form will open up as shown.

• Scroll down to the Review/Dispute Information section

• Select one of the following:

  • Review, or

  • Dispute

• Enter the required comments and complete the electronic signature fields

• Click Submit to complete the agent action

The evaluation status updates and moves to the next stage in the workflow.

2. Admin acting on behalf of a Supervisor or a QA Supervisor 

Admins can complete Supervisor or QA Supervisor actions for disputes that are pending at those levels.

Steps

• Log in to QEval using the Admin role

• Navigate to:
  Main Menu → My Universe → My Disputes

• Use the Search Dispute option to locate disputes:

  • Pending Supervisor action, or

  • Pending QA Supervisor action

• Click the View (Eye icon) next to the Evaluation ID

• The Call Details page and Evaluation Form will open

• Scroll down to the relevant section based on the pending stage: Review/Dispute Information section

  • Review/Dispute on behalf of Supervisor through Supervisor dispute status section

  • Review/Dispute on behalf of QA Supervisor through QA Supervisor dispute status section as shown below

• Perform the required actions:

  • Review dispute details

  • Agree or Disagree (Supervisor level)

  • Submit the final QA decision by choosing Agree or Disagree. (QA Supervisor level)

• Enter mandatory comments and complete the signature fields

• Click Submit to finalize the action

The dispute progresses or closes based on the action taken.

Important Notes

• Admins can act on behalf of:

  • Agents

  • Supervisors

  • QA Supervisors

• Actions are allowed only when the responsible user in the review flow is unavailable

• This feature is intended for exceptional situations only.

Common Scenarios for Admin Intervention

• Agent or Supervisor unavailable for an extended period

• Disputes pending closure near cycle or month-end

• QA decisions delayed due to unavailability

• User account disabled or inaccessible

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