On the Dashboard, at the lower left-hand side, you will see a section called Disputes. All disputes (CSAT or QA) will appear when you expand this section. In this article, we detail how to review a CSAT Dispute.
Click the down-arrow to expand the Disputes, then click on the dispute you wish to review.
A pop-up box will appear, displaying a preview of the dispute. To continue, press the View CSAT button.
Once the ticket has opened and loaded, remain on the Overview tab.
Scroll until you locate the CSAT Response and CSAT Analysis.
Below this section, you will see a box that says Dispute: Open and lists the reason for the dispute.
Make your determination, then select APPROVED to approve the dispute or REJECTED to reject the dispute.
A pop-up box will appear that allows you to explain the reason behind the approval or denial.
Make sure to press Submit to send the results to the Agent and their Manager!
Need a little more help? Watch a video demonstrating the process here!