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Quality Management > QA Arbitration and Review Process Overview

QA Arbitration and Review Process Overview

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inContact WFO provides an interactive process for agents and evaluators to review and agree upon completed evaluations. The process consists of two components: acknowledgment and arbitration. Organizations can decide whether to use acknowledgment only, acknowledgment and arbitration together, or neither component, depending on their needs. Ask your supervisor if you are unsure which process is used in your organization.

Acknowledgment Workflow

When an acknowledgment-only workflow is chosen, the process looks like this:

  • The evaluator designates the completed evaluation as "Agent Acknowledgment Required."
  • The evaluation is added to the agent's Assignment Inbox as a New Assignment. Depending on your system configuration, the agent may also be notified via email about the evaluation.
  • After reviewing the completed evaluation, and adding comments if desired, the agent can either acknowledge or question the evaluation. These choices result in a workflow branch.

Acknowledged Evaluations

If the agent acknowledges the evaluation, it moves to Reviewed Assignments in the agent's Assignment Inbox and has a status of Acknowledged in the list of QA Acknowledgments. Agents cannot interact with any buttons on an acknowledged evaluation or add additional questions or comments.

Questioned Evaluations

If the agent questions the evaluation, it moves to Pending Assignments and has a status of Question in the list of QA Acknowledgments. Agents cannot interact with any buttons on a questioned evaluation or add additional questions or comments.

The evaluator can search for this status and reply to the question. Once the evaluator has replied, the evaluation moves back to the agent's New Assignments. This Q&A loop may be repeated as necessary until the agent acknowledges the evaluation.

Arbitration Workflow

When the arbitration workflow is chosen, the process changes to allow for a third-party review of disputed evaluations:

  • The creator of the evaluation form designates that it should be available for use with the arbitration workflow. This workflow is enabled on a form-by-form basis.
  • When performing the evaluation, the evaluator designates one or more evaluators to serve as arbitrators if the evaluation is disputed. There is no limit to the number of arbitrators per evaluation. The evaluator should also designate the completed evaluation as "Agent Acknowledgment Required.".
  • When complete, the evaluation is added to the agent's Assignment Inbox as a New Assignment. Depending on your system configuration, the agent may also be notified via email about the evaluation.
  • After reviewing the completed evaluation, and adding comments if desired, the agent can either acknowledge, question, or dispute the evaluation. These choices result in workflow branches. Acknowledged and questioned evaluations are discussed earlier in this topic.

Disputed Evaluations

If the agent disputes the evaluation, it moves to Pending Assignments and has a status of Dispute in the list of QA Acknowledgments. Agents cannot interact with any buttons on a disputed evaluation or add additional questions or comments.

Evaluators and arbitrators can search for this status and see that the evaluation was disputed, but only an arbitrator can respond to the dispute.

If more than one arbitrator is assigned to an evaluation, the first arbitrator to open and view the evaluation is designated as the arbitrator for that evaluation, even if they don't edit or rescore it. Any later attempts by other arbitrators to make changes will result in a message indicating another arbitrator has already rescored the evaluation and that no new changes have been or can be saved.

Once the arbitrator has replied, the evaluation's status changes to Completed, it moves back to the agent's New Assignments and the agent's original three choices (acknowledge, question, and dispute) are once again available. This loop may be repeated as necessary until the agent acknowledges the evaluation.

Evaluation Comments

Evaluations include Comments fields for agent, evaluator, arbitrator, or any of these to use during the review process. All comments are retained on the evaluation throughout this process. These comments also appear when an evaluation is converted to PDF for printing. The Comments fields:

  • Are limited to 1,500 characters (including spaces) per field.
  • Allow percent signs (%), parentheses, hyphens, commas, and periods, but no other special characters.

If either of these limitations is violated, an error message appears when the form is submitted.

Notifications

Agents are notified about the status of their evaluations, and can access the evaluations from their Assignment Inbox. Evaluators and arbitrators receive email notifications when an agent questions or disputes an evaluation.

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