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  • 1.  Disputes - Allowing Supervisors to dispute after release

    Posted 10-25-2023 14:46
    No replies, thread closed.

    Hello,

    In our organization, we do not allow our agents to dispute directly, but rely on supervisors to initiate the dispute process. Is it possible to allow supervisors to dispute an eval after it is released to the agent?


    #QualityManagement

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    Joe Dale
    Stanley Steemer International, Inc.
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  • 2.  RE: Disputes - Allowing Supervisors to dispute after release

    Posted 10-26-2023 06:30
    No replies, thread closed.
    Hi Joe,
     
    To satisfy your requirement Test this if it helps : Remove dispute permission from Agent role and add to Supervisor role.


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    Sumant
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    Original Message


  • 3.  RE: Disputes - Allowing Supervisors to dispute after release

    Posted 10-26-2023 11:25
    No replies, thread closed.

    As Sumant mentioned, you can give your supervisor the dispute permission to enable them to dispute on agent's behalf.



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    Herrick Mai
    Genesys - Employees
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    Original Message


  • 4.  RE: Disputes - Allowing Supervisors to dispute after release

    Posted 10-27-2023 14:30
    No replies, thread closed.

    I understand and have implemented that. But, according to the release notes supervisors no longer have access to dispute after an eval is released. Is it possible to extend dispute rights to the supervisor after the score has been released.



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    Joe Dale
    Stanley Steemer International, Inc.
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    Original Message


  • 5.  RE: Disputes - Allowing Supervisors to dispute after release

    Posted 10-30-2023 15:16
    No replies, thread closed.

    Hey Joe,

    By default the supervisor can only dispute when they are assigned to the evaluation. After release the evaluation can no longer have an assignee and therefore supervisors cannot dispute. However that is only the default permissions, customers are welcome to change the permissions as they see fit.

    That said, you cannot extend the life of the supervisor being an assignee post release. That behaviour is fixed.

    You can remove the current existing permission condition, this would allow supervisors to be able to dispute any evaluation at all.



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    Herrick Mai
    Genesys - Employees
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    Original Message


  • 6.  RE: Disputes - Allowing Supervisors to dispute after release

    Posted 10-30-2023 16:24
    Edited by Glenda Kingston 11-03-2023 17:20
    No replies, thread closed.

    Good day, 

    Our organization is similar in that an agent defers to a supervisor/team lead to review and prior to a rescore being submitted for ruling by quality leadership. 

    Based on the rescore options within the form process automation can be assigned to indicate the assignee for rescore review. My thought on setting this process up to allow an internal rescore process is outlined below and would require the use of process automation. 

    1. Agent reviews and has questions on deduction being valid based on actions taken/interaction review. 
      1. Agent enters comments indicating reason for rescore.
      2. Then agent submits as a rescore.
        1. Supervisor is the assignee based on process automation and responsible for 1st level rescore
          1. Supervisor reviews and based upon review does one of the following
            1. Submits on to QA Leadership for ruling as deduction is questionable
            2. Indicates deductions will stand and provides supporting coaching to agent
        2. QA Leadership does next level of rescore and either 
          1. Indicates deduction will stand/enters comments
          2. Revises score and enters supporting comments/provides supporting coaching to quality coach. 

    Is this possible or is this what is referenced as team lead being assignee? I appreciate any help or tips as we are new in the system. 



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    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
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    Original Message


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