📣 Release: QA Challenges View

We’re excited to announce the new QA Challenges tab in the QA House, designed to streamline the management and resolution of QA challenges. Now, QA teams can easily track which agents and QA Experts are involved in challenges and the current status of those challenges.

Impact on Your Workflow ✅

• Enhanced Transparency: Maintain clarity on challenges, their progress, and resolution timelines. 🔎
• Simplify Coordination: Gain insight into recurring challenges to enhance quality assurance and streamline processes. 🔄
• Boost Trust: Build agent confidence by resolving challenges efficiently. 🤝

How Does It Work? 🛠️

1. Go to the QA House -> Challenges tab.
   
   
   
2. Get a comprehensive overview of all challenged QA evaluations, including:
   
   • Ticket Number
   • Agent Who Challenged: The agent who raised the challenge to a QA rating.
   • Challenged QA Experts: The QA experts whose evaluations were challenged by the agent.
   • Challenge Status:
     • 🔵 Challenged: Pending review.
     • 🟢 Challenge Accepted: The reviewer agrees with the agent, confirming the initial evaluation was incorrect.
     • 🟠 Challenge Rejected: The reviewer disagrees with the agent, confirming the evaluation was accurate.
   • Timestamp: The date and time the agent challenged the evaluation.
     
     

3. Click on a challenged evaluation to:

   • Open the evaluation page.
   • View the agent’s comments explaining the challenge.
   
   
   
   

4. You have two options for responding to an agent's challenge:

   1. Accept the Challenge

      • Edit the initial evaluation, make the necessary changes, and save.
      • This action automatically accepts the challenge and updates the rating.
      • You can leave a comment to explain your decision to the agent.

   2. Reject the Challenge

      • If the reviewer agrees with the evaluation completed by the QA Expert, click the "Reject" button.
      • Provide your reasoning in the comment section to ensure clarity for the agent.
5. 📢 Agents will receive a notification as soon as you Accept or Reject their challenged rating.

The challenge feature ensures transparency and accountability in QA evaluations, giving agents a voice while fostering alignment and trust across your team.