The Agent View offers a user-friendly interface enabling agents to review evaluations, raise disputes, and provide feedback on supervisory coaching. It is structured into specific scenarios based on the presence of features such as Overall Disputes, Question-Based Disputes, or No Dispute, as well as the coaching status provided by supervisors.
Following displayed is the Review/Dispute Information category for agents:
Case 1: No Dispute
The following screen will be displayed if the Question Based Dispute is not enabled for the specific form-
Review Button
Configure the following fields:
- Once the evaluation form is reviewed, select the Review radio button for the Evaluation Status field. Once this option is selected, the fields will be displayed accordingly.
- Enter your name under the Electronic Signature-Name.
- Enter the date of submission of evaluation status under Electronic Signature-Date.
- To self-review the particular evaluation form, select the Self Review radio button under Self Review/Coach Review. To rate the coach, select the Coach Review radio button.
Case 1.1
- If the supervisor has not provided any coaching, then the agents have to click on the Self Review radio button for the field Self Review/Coach Review and submit the evaluation.
Case 1.2
- If the supervisor has provided the coaching, then the agent has to click on the Coach Review radio button for the field Self Review/Coach Review which will display the coaching feedback survey.
- The agent has to rate his/her supervisor’s coaching on a scale between 1 and 5, with 1 being the worst and 5 as the best.
Once reviewed, click on the 
button.
Case 2: Overall Dispute
The following screen will be displayed if the Dispute feature is enabled but not on the parameter level for the specific form-
Dispute
- Enter the required comments under the Agent Dispute Comments field.
- Enter your name under the Electronic Signature-Name.
- Enter the date of submission of evaluation status under Electronic Signature-Date.
- To self-review the particular evaluation form, select the Self Review radio button under Self Review/Coach Review. To rate the coach, select the Coach Review radio button.
Notes: On selecting Dispute evaluation status, it is mandatory to add a comment. Electronic Signature- Name and Date are mandatory fields in order to submit the evaluation status.
Once reviewed, click on the button.
Case 3:
If the Question-Based Dispute feature is enabled for a specific form, the screen will display both a Dispute and a Review radio button. After reviewing the evaluation form, agents who wish to raise a dispute can select the Dispute option under the Evaluation Status. Upon selecting this option, a note stating, “You can also dispute at the parameter level,” will automatically appear beneath the Dispute button, as shown in the screen below.
Once this option is selected, the fields will be displayed accordingly.
Dispute Button
- Enter the required comments under the Agent Dispute Comments field.
- Enter your name under the Electronic Signature-Name.
- Enter the date of submission of evaluation status under Electronic Signature-Date.
- To self-review the particular evaluation form, select the Self Review radio button under Self Review/Coach Review. To rate the coach, select the Coach Review radio button.
Notes: On selecting Dispute evaluation status, it is mandatory to add a comment. Electronic Signature- Name and Date are mandatory fields in order to submit the evaluation status.
Upon selecting the Dispute radio button, agents will have the option to raise disputes at the parameter level within the Scorable Category section. To submit their dispute comments, agents can choose the relevant checkboxes corresponding to each category. Once a checkbox is selected, the designated comment box will become available for the agent to input their dispute remarks, as highlighted in the highlighted screen below-
Question Based Dispute
Once reviewed, click on the button.
Video