# Disputes Disputes are the mechanism by which an agent can ask for their evaluation to be reviewed, and an arbitrator (auditor or admin) resolves it by approving or rejecting the request. They exist to: * Give the agent a voice when they consider an evaluation unfair or incorrect. * Document the reason for the disagreement with a standardized category. * Keep an audit trail of the final decision and its justification. -------------------------------------------------------------------------------- WHEN CAN YOU OPEN A DISPUTE? You can open a dispute on an evaluation if: * The evaluation is completed (not still in draft) * The evaluation has not been signed —once you sign an evaluation, it can no longer be disputed * You are the agent who was evaluated — you can only dispute your own evaluations -------------------------------------------------------------------------------- STARTING A DISPUTE When the agent receives a QA evaluation in Oversai, they have the option to sign or dispute the evaluation. To dispute an evaluation: 1. Open the evaluation. 2. Go to the results section. 3. Scroll to the bottom and click the “Start Dispute” button. 4. Add your arguments and any supporting evidence explaining why you are disputing the evaluation. 5. Add the reason category: you must select the reason that best describes your case 6. You can attach files (optional). Once submitted, the dispute will be reviewed by the auditor, who can accept or reject it (this process is explained further below). Additionally, platform administrators can also step in to review and resolve any open disputes if needed. -------------------------------------------------------------------------------- WHAT HAPPENS AFTER YOU OPEN A DISPUTE? * Your auditor is notified — they receive a notification that you have opened a dispute on your evaluation. Note: The analysts need to have dispute notifications enabled in their Preferences → Notifications settings. * The dispute is reviewed — an auditor or arbitrator will examine your case and make a decision. * A decision is made — the reviewer will either approve or reject your dispute, and provide a reason for their decision. * You are notified of the outcome — once a decision is reached, you will receive a notification with the result. * The score may be updated — if your dispute is approved, the score on your evaluation may be revised to reflect the corrected assessment. Arbitrator: A platform administrator can also step in to review and resolve any open disputes if needed. -------------------------------------------------------------------------------- ACCESSING THE MODULE From the left sidebar, under Quality, open Disputes. * Two switchable views at the top: * Table — list of disputes. * Analytics — aggregated breakdown by auditor, creator, reason and team. If you don't have permission for this module, the menu entry does not appear. -------------------------------------------------------------------------------- HOW CAN AN AUDITOR OR ARBITRATOR RESOLVE A DISPUTE? In the left-side menu, go to QA → Disputes to view the list of all disputes. * The eye icon indicates a dispute that has already been resolved. You can click it if you want to review the outcome and comments associated with that dispute. * The arrow icon inside the square allows you to open the dispute. This will take you directly to that specific dispute and automatically open the Chrome Extension with the evaluation loaded for review and editing if needed. ⚠️ IMPORTANT INSTRUCTION If the auditor or arbitrator determines that the agent is correct, they should: 1. Edit the evaluation that was automatically opened in the Chrome extension. 2. Write a justification. This text is kept as part of the decision for traceability. 3. Click Approve in the left-side panel. If they decide not to accept the dispute, they should simply leave the evaluation unchanged, write a justification, and click Reject. -------------------------------------------------------------------------------- ROLES AND PERSPECTIVES The same dispute can be seen by different people, and the module adapts what it shows to each of them: Role What they see Agent (creator) Disputes they opened about their own evaluations. Auditor Disputes opened on their evaluations, which they need to resolve. Administrator (arbitrarator) All company disputes; can also resolve any of them. When a person holds more than one role (e.g. an auditor who also opens disputes about their own evaluations), the table shows tabs: * All — appears only if the user has permission to see everything. * To arbitrate — disputes where the user is the auditor. * Opened by me — disputes the user opened as an agent. Each tab has its own independent pagination. -------------------------------------------------------------------------------- DISPUTE STATUSES Status Meaning Pending The arbitrator hasn't made a decision yet. Approved The arbitrator agreed with the agent; the evaluation should be adjusted. Rejected The arbitrator keeps the original evaluation as is. -------------------------------------------------------------------------------- REASONS (CATEGORIES) When opening a dispute, the agent picks one of these categories to classify the disagreement: * Auditor misinterpretation — the auditor understood something different from what actually happened. * Missing context — relevant information was not considered. * Policy misapplied — a rule or policy was applied incorrectly. * Process change — the process changed and the evaluation didn't reflect it. * Previous agent issue — the problem was caused by another agent in a previous interaction. * Customer behavior — the customer made it impossible to meet the standard. * Tooling issue — there was a technical problem with the platforms. * Other — any other reason that doesn't fit above. This classification is what later drives the By reason analytics. -------------------------------------------------------------------------------- DISPUTES ANALYTICS Switch to the Analytics view from the top button. You'll see: You can also click on the numbers to drill down into more granular detail and see which specific evaluations they correspond to. For example, you can view which two evaluations are currently in pending dispute status, and a sidebar will appear with the details. BREAKDOWNS Below the KPIs, four independent tables are stacked, one per grouping dimension: 1. By auditor — which auditors accumulate more disputes and how they are resolved. 2. By creator — which agents open more disputes. 3. By reason — which categories are most frequent. 4. By team — how disputes are distributed across teams. Each table shows Total, Pending, Approved, Rejected and an Approval rate computed over resolved disputes (approved + rejected). A high percentage means that, when resolved, the agent tends to be right. -------------------------------------------------------------------------------- FAQ * Can I edit a dispute after creating it? No. The module only allows creating (from the evaluation) and resolving; disputes can't be edited or deleted. * Can I delete a dispute? Not yet. The Deleted status is reserved for a future release. * What happens when I approve a dispute? It's stored as Approved along with your justification. Adjusting the original evaluation is done manually in the Evaluations module. * I'm an auditor, and someone opened a dispute on my evaluation. Who sees it, me or an admin? Both. You see it under To arbitrate and an admin with all the arbitrator permissions. Either of you can resolve it. * How do I know why my dispute was rejected? Open it from your Opened by me tab and check the Decisions section in the detail panel: the arbitrator's justification is there.