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A dispute lets an agent challenge the AI’s score on one of their calls: they pick the parameters they think the AI got wrong and say why. A QA then re-scores the whole call, and once they resolve the dispute, the QA’s score replaces the AI’s as the call’s official score. Disputes live in Ringg Analytics, a separate product from the Ringg AI dashboard. In the app a dispute is called an appeal: agents click Appeal this score.

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How a dispute works

Each dispute also has a QA target: the submission time plus the workspace’s QA turnaround target. An open dispute past it shows Overdue.

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Who does what

Nobody reviews their own dispute: a QA who also takes calls can’t claim or resolve an appeal on their own call.

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Rules

  • Calls only. Emails and meetings can’t be disputed.
  • Once per call. An agent can appeal each call once, and can’t edit the appeal after submitting it.
  • Inside the window. The window starts when the AI scores the call and lasts the Appeal window set by an admin, in calendar days (default 3).
  • The whole call is re-scored. The QA rates every parameter, not only the disputed ones, against the rubric as it was when the agent appealed. Weights and fatal rules are the same as the AI’s.
  • No re-scoring while open. A call with an open dispute can’t be sent back through the AI. After it is resolved, reprocessing changes only the AI score shown next to it.

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Where the official score shows

Once a dispute is resolved, the QA’s score is used everywhere a score appears: Interactions (marked with a scale icon), Summary, Agents, report cards, notification conditions and exports. The AI’s original score stays visible on the call for comparison.

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Next steps

Raise a dispute

Agents: appeal a score.

Review a dispute

QAs: claim, re-score and resolve.

Settings and reports

Admins: windows, deadlines and the dispute report.