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When a QA resolves a dispute, the result shows on the call for the agent, their team lead and reviewers, and an email goes out. If the decision has to change later, a QA corrects it; every version is kept. In Ringg Analytics: Sidebar → Interactions → open the call.

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What the agent sees

Final score · Appeal reviewed by QA card showing 100, AI scored 92 (+8) · Overturned; the Appeal card marked Resolved with who submitted and who resolved it; both disputed parameters, Greeted the customer by name No to Yes and Closed with a recap 2 to 5, marked Changed with the QA's remarks; and the original AI score of 92 below

An overturned dispute, as the agent sees it

The agent and their current team lead get an email: “Appeal reviewed: … — final score N%”, with each disputed parameter’s result and the QA’s note. The official score then counts everywhere: Interactions, Summary, Agents, report cards, notification conditions and exports.

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Appeal history

Appeal history at the bottom of the call lists every step: Appealed, Review started, Released, Reassigned, Resolved and Corrected, by whom and when, with each version’s final score. Everyone who can see the call can read it, and it is never deleted.

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Corrections

Use a correction when a resolved decision turns out wrong, for example after a team lead escalates it offline and the escalation is accepted.
1

Open the resolved call

As a QA, admin or owner, open the call and click Correct the final score (offline dispute accepted).
2

Re-rate and give a reason

Change the ratings that need it and write why you are correcting. The reason is required.
3

Save

Click Review correction, then Save correction.
The call shows the new final score and Corrected · v2, with your reason. The agent and their team lead get an email: “Score corrected: … — now N%”.
Final score 86, AI scored 71 (+15) · Overturned · corrected (v2); the Appeal card marked Resolved and Corrected · v2; both disputed parameters marked Changed; the correction reason; and the Correct the final score (offline dispute accepted) button

A corrected dispute

If two reviewers correct the same appeal at once, the second save is refused, so nobody overwrites a correction they haven’t seen.

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Next steps

Settings and reports

See overturn rates by parameter.

Report cards

Where resolved disputes show for an agent.

Overview

The rules for disputes.