Acknowledgments and appeals
Encourage team members to interact with QA reviews.
Acknowledgments and appeals provide team members with a way to provide feedback about QA reviews of their customer interactions. This is an important component of QA coaching, as it can encourage team members to be more engaged and interactive in the QA process.
An acknowledgment is a one-click task for team members that acknowledges they have read and understood the contents of a review.
An appeal allows a team members to provide feedback about a review, indicating which scorecard answers they would like a reviewer to revisit. In QA programs, this is sometimes called a dispute. Allowing team members the opportunity to provide feedback encourages them to take ownership of their own professional development and establish trust with reviewers.
Team member actions
Acknowledge a review
Team members can acknowledge a review by clicking the thumbs-up icon near the top-right of a review.
Appeal a review
Team members can appeal a review via the process below:
In a completed review, click the thumbs-down icon.
The scorecard section of the review changes to allow appeals of specific answers.
For each answer you want to appeal, click Appeal this answer.
A text box will open under the answer.
Enter the reason you are appealing that answer.
The reviewer will see your reasoning, so be sure to provide enough context for the reviewer to see the interaction differently.
When finished, click Submit appeal.
Users who have been configured to receive notifications of appealed reviews will receive an email about new appeals. For more information about configuring notifications, see Email notifications for QA.
Resolve appealed reviews
Appealed reviewed are reopened to give team leaders the opportunity to revisit answers and the overall score.
Follow the steps below to view and resolve appeals:
Open the Completed Reviews tab on the QA Dashboard, then select "Open Appeals" in the Events filter.
You should then see an indicator in the Events column of the Completed Reviews table for all entries in the list.
In the list of filtered reviews, click the name of a team member to open an appeal.
Click the option menu next to the score, then select "Edit score".
Under each appealed answer, explain how you have decided to resolve the appeal, and change the selected answer as needed.
Whether you change an answer or leave it in place, be sure to explain your reasoning clearly for the benefit of the team member and the reviewer.
Click Complete when finished.
After resolving the appeal, the review will be saved to the context sidebar of the next 1:1 session with the team member. For more information, see 1:1s.