My Received Reviews is an inbox where agents will find all of the reviews the have received. Once there, agents can check each review, read the conversation, consult received feedback on the ticket and talk to the reviewer.
Agents can toggle to see all received feedback or only reviews which have comments. By clicking on the ticket, they can also see what happened eg. how many comments and ratings were left and by who.
Agents can read the conversation and consult the scores and comments the reviewer left on the right.
Replying to the reviewer
Agents can reply to the reviewers comments. This is useful if they have questions, want to request training or wish to dispute the review.
How to dispute a ticket
Sometimes agents are not entirely happy with a received review, and they might want to get a second pair of eyes on the ticket or dispute the evaluation.
You have two different options to allow for disputes and to manage those
- The agent can @mention their own lead, or another person who then gets a notification
- Create a Comment Hashtag called #dispute which agents can use. You can filter out tickets by this hashtag in the Conversations View and Dashboard.