Users in Salted CX can provide feedback to individual reviews. Users can acknowledge and dispute reviews of any type whether it is provided by a Reviewer, Customer or a automatically using auto reviews.
Users can acknowledge and dispute reviews in customer journey or in the agent profile by clicking on the review.
Acknowledging Reviews
The most common use for acknowledging reviews it to make sure the agent received the feedback and the agent team leader supervisor has a confirmation:
- Acknowledging reviewers’ feedback helps to explicitly confirm that agent is aware of the feedback and can learn from it.
- Acknowledging auto feedback helps to ensure AI provides accurate feedback that is aligned with the human perspective.
- Acknowledging customer feedback helps to reinforce agents’ understanding of the customer.
Disputing Reviews
Disputing reviews is a great way to uncover misalignment, unfairness or different expectations from people.
- Dispute reviewers’ feedback helps to ensure fairness and detect possible misalignment between the agent and team leaders and supervisors on the expectations. You should resolve every disputed review by talking to both agent and the reviewer.
- Dispute auto reviews provides feedback to auto reviewer and serves as training data to increase the accuracy of future auto reviews.
- Dispute customer reviews enables agent to highlight cases when the customer is not really fairly representing the situation. You can use this feedback to exclude these customer surveys from scoring or discuss with agents in case the agent perception is not accurate.
Auto Review Verification
The options Correct, Unclear and Incorrect take precedence over acknowledging and disputing reviews. If one of these options is selected the user that does not have the permissions review.auto.verify cannot override them.
Permissions
There are granular permissions that enable users to review and/or dispute specific types of reviews. Permissions enable you to give users the exact permissions that are necessary to follow your quality assurance process.
| Permission | ||
|---|---|---|
| review.agent.acknowledge | Acknowledge agent reviews. | * |
| review.agent.dispute | Dispute agent reviews. | * |
| review.auto.acknowledge | Acknowledge auto reviews. | * — acknowledge any auto review
ME — acknowledge only auto reviews of engagements that are associated with and turn (of any type) related to those engagements |
| review.auto.dispute | Dispute auto reviews. | * — dispute any auto review
ME — dispute only auto reviews of engagements that are associated with and turn (of any type) related to those engagements |
| review.customer.acknowledge | Acknowledge customer reviews. | * — acknowledge any customer review
ME — acknowledge only customer reviews of engagements that are associated with and turn (of any type) related to those engagements |
| review.customer.dispute | Dispute customer reviews. | * — dispute any customer review
ME — dispute only customer reviews of engagements that are associated with and turn (of any type) related to those engagements |
| review.review | Review engagements and turns by answering questions, providing tags and answers to questions. | * — review any engagement or turn
ME — review only engagements that are associated with and turn (of any type) related to those engagements |
| review.reviewer.acknowledge | Acknowledge manual reviews. | * — acknowledge any manual review done by a reviewer
ME — acknowledge only manual reviews of engagements that are associated with and turn (of any type) related to those engagements |
| review.reviewer.dispute | Dispute manual reviews. | * — dispute any manual review done by a reviewer
ME — dispute only manual reviews of engagements that are associated with and turn (of any type) related to those engagements |