Sometimes agents are not entirely happy with a received review, and they might want to get a second pair of eyes on the conversation or dispute the evaluation.
A dispute can be created on a received review and there are two options. The reviewee can dispute the review itself or the user who was listed as the reviewee.
Dispute review
As a reviewee, you might not agree with the rating scores, so you can suggest a new rating for a category (not mandatory) or you can simply leave a comment for the reviewer which is mandatory when disputing. Dispute can be sent to the initial reviewer or to be escalated to someone else (e.g. a Workspace manager).
The reviewer will then be able to either accept or reject the dispute and they will be able to see exactly which suggestions a reviewee has given on their ratings.
Besides the review itself, the Reviewee can also be disputed and an agent can suggest another user who should have gotten the rating. A Workspace manager, Account manager or the Admin of your Klaus account can also create disputes if necessary. Notifications are sent to both dispute creator and the dispute resolver.
The list of Disputes can be found under the Conversation view.
Dispute dashboard
The statistics about the disputes can be found on the dedicated dashboard.
Disputes over time > shows accepted/rejected ratio for disputes created in selected time period by selected users
Disputes by category > shows disputed categories and accepted/rejected ratio for disputes created in selected time period by selected users
Disputers - for finding the users who are disputing the most, the table also gives a contextual information about received reviews, how many of those have been seen, how many disputes the user started, how many of those disputes are rejected, accepted and still open
Disputed reviewers - for finding the users whose reviews are disputed the most, the table also gives a contextual information about done reviews, how many of those have been seen by the reviewee, how many disputes the user reviews received, how many of those disputes are rejected, accepted and still open.
For customers on the Starter plan, the dispute process can be done in two ways:
@mentioning the person in charge of disputes
The most direct way to get someone else to look at the conversation is to mention this person in a comment. That means, the agent can @mention their own lead or another person who then gets a notification.
Use a pre-defined comment hashtag, e.g. #dispute
Your dashboard allows you to filter based on hashtags used within your comments. This means you can define a common hashtag for disputes, committing to reviewing these conversations in regular intervals.