Dispute an evaluation criterion, then arbitrate the dispute

The advisor's right of reply in Raisetalk: dispute a criterion of your own evaluation, with a reason, then the manager's arbitration, accepting or rejecting with a required comment. The score is recalculated, and every decision stays visible on the evaluation.

In this video:

• advisor side: replay the passage, dispute a criterion, propose a result and write a reason
• one dispute per criterion, the score unchanged while awaiting arbitration
• manager side: the disputes within their scope, grouped by conversation
• accepting a dispute, with the cause of the error: the score goes from 73 to 87
• rejecting a dispute: the score does not change
• the decision history in the Handled tab, and under each criterion

Raisetalk is a conversational analysis solution for contact centres and customer service teams: 100% of conversations evaluated against your own grids, every finding linked to the passage of the call behind it.

Demo using fictional data.