Acknowledgments and appeals

Acknowledgments and appeals help Team Members to provide feedback about completed reviews of their customer interactions. This helps to build strong feedback loops, and enables more meaningful coaching.

An acknowledgment is a one-click task for the Team Members that lets reviewers know that they have read and understand the contents of a review. In a healthy QA program, Team Members are engaged with the QA process. They read reviews, internalize annotations and notes, and put what they learn into practice.

An appeal is a way for Team Members to provide feedback about a review, indicating which scorecard answers they would like a reviewer to revisit. In QA workflows this functionality is sometimes called disputes. Allowing Team Members the opportunity to provide feedback in reviews helps build team-wide trust in your QA program.

Acknowledging or appealing reviews

Team Members can acknowledge or appeal any completed review of their interactions. To acknowledge a review, open the review and then click the thumb-up icon. No other action is needed for acknowledgments.

Acknowledge and appeal thumb icons

For appeals, Team Members must:

  1. In a completed review, click the thumb-down icon.

    The scorecard section of the review changes to allow appeals of specific answers.

  2. For each answer you want to appeal, click Appeal this answer.

    A text box opens under that answer.

  3. Enter the reason you are appealing that answer.

    The reviewer will see your reasoning, so provide enough context for the reviewer to see the interaction differently.

    A Team Member's reason for appeal

  4. When you are done appealing answers in the review, click Submit appeal.

Users that have been configured to receive notifications of appealed reviews receive an email about your appeal. For more information, see Email notifications for QA.

Resolving appealed reviews

Appealed reviewed are reopened to give Team Leaders the opportunity to revisit answers and the overall score.

To see appealed reviews, open the Completed Reviews section of the QA Dashboard. In the Events field, select Appealed. For more information about the QA Dashboard, see QA Dashboard.

Select Appealed in the Events field of the QA Dashboard

  1. In the list of filtered reviews, click the name of the Team Member for the review to resolve.

  2. In the opened review, click the option menu next to the score, and select Edit score.

    Select Edit score

  3. Under each appealed answer, explain how you have decided to resolve the appeal.

    If you keep the original answer, explain why. If you change the original answer, state what the answer was originally, what the answer is now, and why you changed the answer.

    Enter a resolution to the appeal

  4. When you are done resolving appealed answers, click Complete.

The review is saved to the context sidebar of your next 1:1 session with the Team Member. For more information, see 1:1s.