QA Challenge

Agents sometimes feel their QA ratings don't reflect their performance accurately and may seek clarification or wish to contest the review. Previously, managing these disputes required inefficient workarounds. Now, with our new QA Challenge feature, we've made handling these issues much more straightforward and accessible.

Purpose of the QA Challenge Feature

The QA Challenge feature is designed to simplify the process of disputing QA ratings. It allows agents to challenge ratings they disagree with, enables QA raters to review these challenges.

How to Challenge QA Ratings

1. Challenging a Rating:

• • If you have the Quality Assurance/Challenge IQS permission and disagree with a QA rating, you can challenge it by clicking the Challenge button in the QA ticket view.

• • Once you click the button, a Challenged status will be displayed on the rating level until the issue is resolved.

• • A Challenged status badge will also appear in the comment section.

2. Removing a Challenge:

• • If you challenged a rating by mistake or change your mind, you can remove the challenge while it is still in the Challenged status.
  • To do this, simply click the Remove Challenge button. Once the challenge is removed, a Challenge removed status badge will be added to the comment section.

• • Note: The option to remove the challenge disappears once the status changes from Challenged.

How to review a QA Challenge

• Notification:

  • For every challenge, the rater receives a KQA notification. The notification includes a review it link that leads to the Ratings tab of QA House and contains the information needed to find the relevant ticket.

• Reviewing the Challenge:

  • When a ticket with an active challenge is opened in QA House, raters will see the Challenged status in the top bar and in the comment section.

• Rejecting or Accepting the Challenge:

  • Rejecting the Challenge: Click the Reject challenge button to change the status to Challenge rejected. A Challenge rejected status will be added to the comment section.

• • Accepting the Challenge: Make the necessary changes to the rating first. 

Challenge Outcomes

• Challenge Accepted:

  • If the QA rater accepts the challenge, the status changes to Challenge accepted.

• Challenge Rejected:

  • If the QA rater rejects the challenge, the status changes to Challenge rejected.
  • The Challenge button will reappear, allowing the user to challenge the rating again if necessary.

Notifications

• Users who create challenges will receive KQA notifications about the results of the reviews, keeping them informed about the status of their disputes.

With the QA Challenge feature, managing and resolving disputes over QA ratings is now straightforward and transparent. Agents can confidently suggest the ratings they believe they deserve, and QA raters can provide clear and decisive feedback. This feature enhances fairness and clarity within your customer support team's QA process.